Product Description: Although more products and services are available than ever before, companies are still sending out the wrong message by giving their customers boring, apathetic, impatient, and uninspired service, when an organisation's commercial success is incumbent upon making customers feel valued...read more

Product Description: Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of "Managing Knock Your Socks Off Service" provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space...read more

Demystifying Outsourcing emphasizes the importance of building partnerships with consultants and vendors to achieve results. Training managers who utilize this resource will build their confidence and strengthen their outsourcing capabilities as they navigate complex outsourced projects.As a comprehensive toolkit, the book takes the reader step by step through an outsourced initiative. Numerous stories bring the challenges of outsourcing to light. Practical tips and tools, and worksheets on the accompanying CD can be tailored easily to any project. Topics include:Current trends and guiding principles in outsourcingA strategic sourcing decision model to help managers make wise choices about what to outsource and what to retainIdentifying and selecting outsourcing partnersThe RFP process and contract negotiationsPositioning consultants and vendors in the organizationDesign, delivery and program evaluation of outsourced initiativesSpecial situations such as dealing with conflict, inheriting a consultant and working with multiple consultants and vendorsDebbie Friedman is Operating Vice President at Federated Department Stores, where she heads up the Federated Leadership Institute, a training function whose mission is to strengthen the leadership capabilities of the top 1,800 executives.

Product Description: Cultivating and keeping customers long-term should be a primary goal of any company, but binding customers to a brand can be challenging at best. This is where "magnetic service" comes in. In this inspiring book, authors Chip and Bilijack Bell show how any business can create a cult-like following of customers who don't just forgive them when they err but actually help them correct the problem, who don't just recommend them but insist that their friends do business with them...read more

Product Description: Like stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice. Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service...read more (view table of contents, read Amazon.com's description)

An updated guide to the art and impact of business mentoring provides advice on how to become an effective mentor and offers tips for improving employee confidence, competence, and creativity. Original. 25,000 first printing.

Product Description: Customers who like you will come back. But customers who love you will go out of their way to take care of you! They don't just come back; they don't simply recommend you; they insist their friends do business with you. They forgive you when you make mistakes, give you candid feedback, and champion you to others...read more (view table of contents, read Amazon.com's description)

Provides instructions on how to rule like the Road Runner, rather than engage in a fruitless chase like Wile E. Coyote, and emphasizes a speed-based approach to the new business environment.

Product Description: Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery...read more (view table of contents, read Amazon.com's description)

Two leading business consultants present a step-by-step guide to effectively managing the personal side of business partnerships, offering a six-step program designed to help partners know and work with each other. 25,000 first printing. Tour. IP. (view table of contents)

Lessons and anecdotes cover the successes and failures of partnerships, including spouses, lovers, friends, customers, and colleagues.

(view table of contents)

Product Description: Effective customer partnership creates customers who return in good times and in bad, customers who say, "I wouldn't go anywhere else". Using real-world examples, Chip Bell examines the qualities that form the core of all lasting relationships and describes a way of business where personal interactions, not sales, take center stage...read more