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Award Winning Customer Service

Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 9780814400609
Size: 77.38 MB
Format: PDF, ePub, Docs
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This book provides fast, proven advice for busy managers and business owners with little time to search for solutions. Filled with 101 effective tips in all, plus additional tools, encouraging quotes, and unique "When this happens, try this" sections, it contains powerful advice on crucial customer service management topics, including: planning and goal setting; coaching and development; leadership; effective communication and feedback; preparing for change; continual learning; motivational and problem-solving meetings; conflict resolution; and follow-up and staying on top of the game. The ability to deliver top-of-the-line customer service is a key factor in keeping profits high and customers coming back - and there is always a need for great customer service books.

Hospitality Management

Author: Lyn Pont, PhD
Publisher: iUniverse
ISBN: 149173308X
Size: 11.87 MB
Format: PDF, ePub, Mobi
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"Hospitality Management" is a career and life reference for both seasoned executives and new hires. This book positions associates to work comfortably in a global environment and to interpret the cultural expectations of their guests. The author, Lyn Pont, PhD, is a motivational public speaker and educator. She is the president and founder of Manners for Business, Inc. In "Hospitality Management" she discusses service, relationships, integrity, communications, personal image, creativity, the bottom line, and so much more. As a story teller, Dr. Pont weaves into the narrative valuable industry history and tales that support a culture of service and personal excellence. Competition in the hospitality industry is nonstop, and brands are looking for associates who can handle themselves flawlessly both on and off the job. Modern hospitality professionals are correctly concerned about representing their organizations, and themselves, with polish, politeness, confidence, and authority. "Hospitality Management" leads the way by showcasing the soft skills that you can use to amaze your guests with your outstanding attention to customer care. If you believe in remarkable service and have a passion for this great industry, then "Hospitality Management" will delight you with a treasure chest of hands-on, practical information that will assist you throughout your career. "Pont's book is a must-read for anyone considering a career in hospitality." -Isadore Sharp, chairman and founder, Four Seasons Hotels and Resorts "A refreshing, thorough, and necessary read for anyone dealing with the intricacies of the industry. ... A great training tool for the hospitality industry." -Arthur J. Torno, vice president, American Airlines, Inc. "Leave it to business etiquette expert Dr. Lyn Pont to author the most comprehensive guide to providing your guests with the memorable hospitality experience they deserve." -Martin Yang, master chef, author, food consultant, cooking show and travelogue host

Customer Service Training 101

Author: Renee EVENSON
Publisher: AMACOM
ISBN: 081443892X
Size: 58.89 MB
Format: PDF, Docs
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Employees aren’t just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. Whether you’re a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions Speak and write effectively Listen attentively Identify needs Develop trust, establish rapport, and make customers feel valued Connect with people in person, on the phone, or via email or social media Confidently handle customer complaints And more Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role.

Customer Service Management Training 101

Author: Renee EVENSON
Publisher: Amacom Books
ISBN: 0814417159
Size: 57.24 MB
Format: PDF, Docs
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"This book teaches managers how to be effective leaders and how to develop the necessary skills to communicate, train, and inspire their frontline employees who are responsible for customer satisfaction"--Page 2.

Personal Development For Life And Work

Author: Ann Masters
Publisher: Cengage Learning
ISBN: 1111786259
Size: 47.53 MB
Format: PDF, ePub, Docs
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Personal Development for Life and Work 10e is an easy-to-read and easy-to-use practical text focused on helping students better understand themselves, discover their potential, and prepare for successful employment. Chapter topics are all about gaining self-awareness, developing soft skills and strong communication skills, and adopting professional workplace attitudes and skills to succeed in the workplace. The text is divided into four parts: 1) It's All About You; 2) It's All About Communicating; 3) It's All About Working with Others; 4) It's All About Workplace Success. Chapters are arranged in short sections that include self-assessments, case studies, and activities that are appropriate for both business and personal situations. Topics keep the reader's attention; coverage is thorough without being overwhelming. End-of-chapter features includes Points to Remember, Key Terms, Bookmark It, Activities, and Case Studies. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

The 100 000 Entrepreneur

Author: Wendy S. Enelow
ISBN: 9781570232572
Size: 33.88 MB
Format: PDF, Mobi
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Demystifies the process of running a business, from developing a plan to managing personal and professional finances, in a detailed resource that includes recommendations for such topics as marketing, developing client relationships, and technology. Original.

Powerful Phrases For Effective Customer Service

Author: Renee Evenson
Publisher: AMACOM
ISBN: 0814420338
Size: 73.98 MB
Format: PDF, Kindle
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Let's face it, dealing with customers isn't easy. They aren't always right-or even pleasant-but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations. Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.

Get Weird

Author: John Putzier
Publisher: AMACOM Div American Mgmt Assn
ISBN: 9780814425749
Size: 39.38 MB
Format: PDF, ePub, Mobi
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Workplace performance expert Putzier offers 101 ways to make the workplace a more enjoyable and productive environment. In a lighthearted manner, he discusses how to change the tone and culture of a company with quick and often inexpensive ideas in order to improve employee morale, creative thinking, and work output. Other topics include attracting and retaining the best available talent, enhancing the company image, lowering stress, providing recognition and incentives, and implementing training and development strategies. The book lacks a bibliography. c. Book News Inc.

The Best Team Wins

Author: Adrian Gostick
Publisher: Simon and Schuster
ISBN: 150117987X
Size: 15.13 MB
Format: PDF, ePub, Mobi
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The New York Times bestselling authors of The Carrot Principle and All In deliver a breakthrough, groundbreaking guide for building today’s most collaborative teams—so any organization can operate at peak performance. A massive shift is taking place in the business world. In today’s average company, up to eighty percent of employees’ days are now spent working in teams. And yet the teams most people find themselves in are nowhere near as effective as they could be. They’re often divided by tensions, if not outright dissension, and dysfunctional teams drain employees’ energy, enthusiasm, and creativity. Now Adrian Gostick and Chester Elton share the proven ways managers can build cohesive, productive teams, despite the distractions and challenges every business is facing. In The Best Team Wins, Gostick and Elton studied more than 850,000 employee engagement surveys to develop their “Five Disciplines of Team Leaders,” explaining how to recognize and motivate different generations to enhance individual engagement; ways to promote healthy discord and spark innovation; and techniques to unify customer focus and build bridges across functions, cultures, and distance. They’ve shared these disciplines with their corporate clients and have now distilled their breakthrough findings into a succinct, engaging guide for business leaders everywhere. Gostick and Elton offer practical ways to address the real challenges today’s managers are facing, such as the rise of the Millennials, the increasing speed of change, the growing number of global and virtual teams, and the friction created by working cross-functionally. This is a must-read for anyone looking to maximize performance at work, from two of the most successful corporate consultants of their generation, whom The New York Times called “creative and refreshing.”

101 Ways To Improve Customer Service

Author: Lorraine L. Ukens
Publisher: John Wiley & Sons
ISBN: 9780787994822
Size: 70.40 MB
Format: PDF, Docs
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101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.