The Customer Relationship Management Survival Guide
Title | The Customer Relationship Management Survival Guide PDF eBook |
Author | Dick Lee |
Publisher | High Yield Marketing Press |
Pages | 222 |
Release | 2000 |
Genre | Customer relations |
ISBN | 9780967375731 |
Winning with the Customer from Hell
Title | Winning with the Customer from Hell PDF eBook |
Author | Shaun Belding |
Publisher | ECW Press |
Pages | 231 |
Release | 2004 |
Genre | Business & Economics |
ISBN | 1550226304 |
Annotation Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution.
Customer Relationship Management
Title | Customer Relationship Management PDF eBook |
Author | |
Publisher | |
Pages | 0 |
Release | 2005 |
Genre | Customer relations |
ISBN |
Customer Relationship Management
Title | Customer Relationship Management PDF eBook |
Author | Kristin L. Anderson |
Publisher | McGraw Hill Professional |
Pages | 178 |
Release | 2001-09-22 |
Genre | Business & Economics |
ISBN | 0071394125 |
This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.
Dealing with the Customer from Hell
Title | Dealing with the Customer from Hell PDF eBook |
Author | Shaun Belding |
Publisher | |
Pages | 0 |
Release | 2005 |
Genre | Customer relations |
ISBN | 9780749444518 |
"'Dealing with the customer from hell' provides realistic, proven strategies for working with those 'special people' who drive you mad. It identifies the various types of unreasonable customer and how to handle them."--BOOK JACKET.
Handbook of CRM
Title | Handbook of CRM PDF eBook |
Author | Adrian Payne |
Publisher | Routledge |
Pages | 460 |
Release | 2012-07-26 |
Genre | Business & Economics |
ISBN | 1136400176 |
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
The Customer Service Survival Kit
Title | The Customer Service Survival Kit PDF eBook |
Author | Richard Gallagher |
Publisher | AMACOM |
Pages | 209 |
Release | 2013-03-20 |
Genre | Business & Economics |
ISBN | 0814431844 |
Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.