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Delivering knock your socks off service / by Anderson, Kristin(SAGE)1851789; Zemke, Ron(SAGE)1701747;
Includes bibliographical references (p. 133-134)
Subjects: Customer services;
Available copies: 1 / Total copies: 1
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Customer CEO : How to Profit from the Power of Your Customers. by Wall, Chuck.; Port, Michael.;
Praise for Customer CEO and Chuck Wall -- Title Page -- Copyright -- Dedication -- Foreword by Michael Port -- Author's Note -- Contents -- Prologue -- Chapter 1: Stop, Look, and Listen -- Chapter 2: I Am Your Customer CEO -- Chapter 3: The Power of Me -- Chapter 4: The Power of Value -- Chapter 5: The Power of Performance -- Chapter 6: The Power of the Heart -- Chapter 7: The Power of Simple -- Chapter 8: The Power of Yes -- Chapter 9: The Power of the Platform -- Chapter 10: The Power of Rebellion -- Chapter 11: The Power of Purpose -- Chapter 12: The Customer Thinking Solution -- Chapter 13: Becoming the Customer CEO Champion -- Epilogue -- Notes -- Acknowledgments -- Index.Description based on publisher supplied metadata and other sources.Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2017. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Subjects: Electronic books.; Customer services;
On-line resources: CGCC online access;
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Designing Service Processes to Unlock Value, Second Edition. by Field, Joy M.;
Cover -- Contents -- Acknowledgments -- Chapter 1: Introduction -- Chapter 2: The Changing Nature of Service Processes -- Chapter 3: Value Co-Creation in Service Processes -- Chapter 4: Knowledge-Intensive Services -- Chapter 5: Unlocking Capabilities -- Notes -- References -- Index -- Adpage -- Backcover.Description based on publisher supplied metadata and other sources.
Subjects: Electronic books.; Customer services.;
On-line resources: CGCC online access;
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Designing Service Processes to Unlock Value, Third Edition. by Field, Joy M.;
Cover -- Designing Service Processes to Unlock Value -- Contents -- Acknowledgments -- Chapter 1 Introduction -- Chapter 2 The Changing Nature of Service Processes -- Chapter 3 Value Co-Creation in Service Processes -- Chapter 4 Knowledge-Intensive Services -- Chapter 5 Unlocking Capabilities -- References -- About the Author -- Index -- Ad Page -- Back Cover.Description based on publisher supplied metadata and other sources.
Subjects: Electronic books.; Customer services.;
On-line resources: CGCC online access;
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Service Excellence in Organizations, Volume II : Eight Key Steps to Follow and Achieve It. by Urquhart, Fiona.;
Cover -- Contents -- Overview -- Chapter 1: Energize, Excite, Elate -- Chapter 2: Embed -- Chapter 3: Extend -- About the Author -- Index -- Adpage -- Backcover.Description based on publisher supplied metadata and other sources.
Subjects: Electronic books.; Customer services.;
On-line resources: CGCC online access;
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Winning Manager's Playbook [electronic resource] : 6 Practices Every Manager Needs to Succeed by Cioffi, John.; Willig, Ken.;
""Title Page""; ""Copyright""; ""Dedication""; ""Acknowledgments""; ""Contents""; ""Introduction""; ""Set Goals All the Time""; ""Focus on the Process, Not a Plan""; ""Coach the Right People""; ""Serve the Right Customer""; ""Empower Your Entire Team""; ""Do the Right Things Right""; ""A. Using Your Financial Statements to Generate More Profit and More Cash""; ""B. Business Plan Outline and Guidance""; ""C. The Interviewing Process: One of a Manager�s Most Critical Activities""; ""D. The Sales Process: An Example Step""; ""E. Improving Communications""; ""Recommended Reading""; ""Index""""About the Authors""
Subjects: Electronic books.; Customer services;
© 2013., Career Press,
On-line resources: CGCC online access;
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More Is More : How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences. by Morgan, Blake.;
Cover -- Half Title -- Title -- Copyright -- Dedication -- Contents -- Foreword -- Acknowledgments -- Introduction: What Is Customer Experience-and Why Is It Important? -- Part 1 The Customer Experience Today and Tomorrow -- Chapter 1 The Current State of Customer Experience -- Chapter 2 Customers Want to Do Business on Their Terms -- Chapter 3 The Growing Role of Technology in Customer Experience -- Chapter 4 Cleaning Up a Mess of Big Data and Marketing -- Part 2 Creating Knock-Your-Socks-Off Customer Experience: D.O.M.O.R.E. -- Chapter 5 Design Something Special -- Chapter 6 Offer a Strong Employee Experience -- Chapter 7 Modernize With Technology -- Chapter 8 Obsess Over the Customer -- Chapter 9 Reward Responsibility and Accountability -- Chapter 10 Embrace Disruption and Innovation -- Part 3 Designing the Customer Experience of Tomorrow -- Chapter 11 The Six Rings of the Modern Customer Experience -- Chapter 12 Culture, Vision, and Priorities -- Chapter 13 Generational Customer Experience -- Chapter 14 Making It Right With Your Customers -- Chapter 15 A Focus on Quarterly Profi ts Kills Long-Term Growth -- Conclusion -- References -- Index -- About the Author.Description based on publisher supplied metadata and other sources.Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2018. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Subjects: Electronic books.; Customer services;
On-line resources: CGCC online access;
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Brave PAs [electronic resource] : The ultimate guide to being outstanding in a tough job by Garry, Angela.;
Cover; Title; Copyright; Dedication; Contents; Foreword; Introduction; BRAVERY IS …; BRAVERY IS … STEPPING; BRAVERY IS … ENLIGHTENING; BRAVERY IS … GETTING; BRAVERY IS … REALISING; BRAVERY IS … TAKING; BRAVERY IS … LEARNING; BRAVERY IS … AIMING; BRAVERY IS … SHOWING; BRAVERY IS … ADMITTING; BRAVERY IS … UNDERSTANDING; BRAVERY IS … ENCOURAGING; BRAVERY IS … DISCOVERING; BRAVERY IS … BLOWING; BRAVERY IS … BRACING; BRAVERY IS … BOUNCING; BRAVERY IS … HOLDING; BRAVERY IS … DELEGATING; BRAVERY IS … BEING; BRAVERY IS … ALLOWING; BRAVERY IS … SPOTTING; BRAVERY IS … DEMONSTRATINGBRAVERY IS … CONTROLLINGBRAVERY IS … STRESSING; BRAVERY IS … CREATING; BRAVERY IS … KNOWING; BRAVERY IS … CHALLENGING; BRAVERY IS … RESPONDING; BRAVERY IS … PAPERING; BRAVERY IS … ENSURING; BRAVERY IS … SWITCHING; BRAVERY IS … BACKING; BRAVERY IS … JUGGLING; BRAVERY IS … SETTING; BRAVERY IS … WATCHING; BRAVERY IS … MANAGING; BRAVERY IS … KEEPING; BRAVERY IS … ANSWERING; BRAVERY IS … ADAPTING; BRAVERY IS … WELCOMING; BRAVERY IS … FEELING; BRAVERY IS … ACKNOWLEDGING; BRAVERY IS … PUSHING; BRAVERY IS … TRANSLATING; BRAVERY IS … DECIDING; BRAVERY IS … LEAVING; BRAVERY IS … FINDINGBRAVERY IS … LENDINGBRAVERY IS … MOVING; Resources; Acknowledgements; About the Author; About the Illustrator; Topic indexThe common image of the secretary or personal assistant is that of a quiet Miss Jones" type not usually expected to have the courage (or the right) to speak out on something they are passionate about. However, PAs have a vital role to play in an education environment a role that requires real bravery. Written by the former PA to the principal of an innovative new academy in the UK, who now delivers training courses for secretaries and PAs in schools globally, this book offers tips, hints, anecdotes, time-saving advice, knowledge and expertise for PAs, secretaries and administrators to fol
Subjects: Electronic books.; Customer services;
© 2015., Crown House Publishing,
On-line resources: CGCC online access;
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Delivering Knock Your Socks Off Service [electronic resource]. by Bush, John(SAGE)1818926;
Contents; Foreword; Our Thanks; Preface; Part One: The Fundamental Principles of Knock Your Socks Off Service; 1 The Only Unbreakable Rule: To the Customer You Are the Company; 2 Know What Knock Your Socks Off Service Is; 3 Knock Your Socks Off Service Is: Reliable; 4 Knock Your Socks Off Service Is: (Re)-Assuring; 5 Knock Your Socks Off Service Is: Tangibles; 6 Knock Your Socks Off Service Is: Empathetic; 7 Knock Your Socks Off Service Is: Responsive; 8 The Customer Is Always. . .: The Customer; Part Two: The How To's of Knock Your Socks Off Service; 9 Honesty Is the Only Policy10 All Rules Were Meant to Be Broken: (Including This One)11 Creating Trust in an Insecure, Suspicious World; 12 Taking Ownership of Your Service Encounters; 13 Become a Listening Post; 14 Asking Intelligent Questions; 15 Winning Words and Soothing Phrases; 16 Facts for Face-to-Face; 17 Tips for Telephone Talk; 18 It's a Small World: Culturally Sensitive Service; 19 The Generational Divide: Serving Age-Diverse Customers; Part Three: Communicating Knock Your Socks Off Service; 20 Co-Workers as Partners: Communicating Across Functions; 21 Exceptional Service Is in the Details22 Good Selling Is Good Service-Good Service Is Good Selling23 Communicating with Customers in the Digital Age; 24 Putting Your Best E-Mail Foot Forward; 25 Responding Positively to Negative Feedback; 26 Never Underestimate the Value of a Sincere Thank-You; Part Four: The Problem-Solving Side of Knock Your Socks Off Service; 27 Be a Fantastic Fixer; 28 The Axioms of Service Recovery; 29 Use the Well-Placed "I'm Sorry"; 30 Fix the Person; 31 Fair-Fix the Problem; 32 Service Recovery in the Digital Age; 33 Recovery: Social Media Style; 34 Customers from Hell[sup(®)] Are Customers, Too35 The Customers from Hell[sup(®)] Hall of ShamePart Five: Knock Your Socks Off Service Fitness: Taking Care of You; 36 Master the Art of Calm; 37 Keep It Professional; 38 The Competence Principle: Always Be Learning; 39 Party Hearty; Activities Connections; "The Knock Your Socks Off" Library; Index; A; B; C; D; E; F; G; H; I; J; K; L; M; N; O; P; Q; R; S; T; U; V; W; Z; About Performance Research Associates, Inc.; About the EditorsAn all new, updated edition of the book that's been helping to knock customers' socks off for 20 years.
Subjects: Electronic books.; Customer services; Customer services;
© 2011., AMACOM,
On-line resources: CGCC online access;
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Summary [electronic resource] : New Strategies for Today's Customer-Driven Economy by Publishing, BusinessNews.;
Title page; Book Presentation; Book Abstract; Important Note About This Ebook; Summary of Moments Of Truth (Jan Carlzon); 1. Jan Carlzon's Business Career Highlights; 2. What is the ''Moment of Truth'' For Any Business?; 3. Characteristics of the Customer-Driven Company; 4. Building a Customer-Driven Company; 5. Managing a Customer-Driven Company; 6. Employees and a Customer-Driven Company; 7. Communications and the Customer-Driven Company; About the Summary Publisher; Copyright This work offers a summary of the book "MOMENTS OF TRUTH: New Strategies for Today's Customer-Driven Economy" by Jan Carlzon.A company is defined in the minds of its customers as the composite total of every moment of truth - those short periods when the customer interacts with the company or one of its employees. According to Jan Carlzon, former President and CEO of the Scandinavian Airlines Group, the best approach to delivering consistently high-quality moments of truth lies in building a customer-driven company. In Moments of Truth, Carlzon explains the six essential characteristics of th
Subjects: Electronic books.; Customer services -- Management.; Customer services;
© 2014., Primento Digital,
On-line resources: CGCC online access;
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