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Great Customer Connections

Author: Richard S. Gallagher
Publisher: AMACOM Div American Mgmt Assn
ISBN: 9780814473085
Size: 53.45 MB
Format: PDF, Kindle
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"To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.

Blackwell S Five Minute Veterinary Practice Management Consult

Author: Lowell Ackerman
Publisher: John Wiley & Sons
ISBN: 1118662180
Size: 40.83 MB
Format: PDF, ePub
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Blackwell’s Five-Minute Veterinary Practice Management Consult, Second Edition has been extensively updated and expanded, with 55 new topics covering subjects such as online technologies, hospice care, mobile practices, compassion fatigue, practice profitability, and more. Carefully formatted using the popular Five-Minute Veterinary Consult style, the book offers fast access to authoritative information on all aspects of practice management. This Second Edition is an essential tool for running a practice, increasing revenue, and managing staff in today’s veterinary practice. Addressing topics ranging from client communication and management to legal issues, financial management, and human resources, the book is an invaluable resource for business management advice applicable to veterinary practice. Sample forms and further resources are now available on a companion website. Veterinarians and practice managers alike will find this book a comprehensive yet user-friendly guide for success in today’s challenging business environment.

How To Tell Anyone Anything

Author: Richard S. Gallagher
Publisher: Amacom Books
ISBN: 0814410154
Size: 39.34 MB
Format: PDF, ePub, Mobi
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No one likes to be criticized. But when feedback is necessary--whether it's with a boss, someone we manage, or another co-worker--it takes great communication skills to successfully get the message across with feelings and relationships intact. Drawing from the latest in psychology on how best to connect with others,How to Tell Anyone Anything steers readers away from the common mistake of focusing on what's wrong, and shows them instead how to provide clear, constructive, positive messages that create real behavior and performance change. Complete with illuminating examples and a unique step-by-step process, the book gives readers powerful insight into how we all react naturally to criticism--and how to transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.

Library Journal

Size: 12.99 MB
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Includes, beginning Sept. 15, 1954 (and on the 15th of each month, Sept.-May) a special section: School library journal, ISSN 0000-0035, (called Junior libraries, 1954-May 1961). Also issued separately.

Win The Customer

Author: Flavio Martins
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814436250
Size: 27.88 MB
Format: PDF, ePub, Mobi
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Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can’t be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers how to: Align the business around a customer service mission Make every employee a customer service agent Create an environment in which exceptional service experiences can happen Humanize customer service, virtually and in person Find a way to say “yes” even when the answer is “no” Ask fewer questions—and provide more answers Use words that win customers Empower employees to find innovative solutions Learn from your critics Exploit your customer’s pain points, but never the customer Allow for random acts of WOW—they’re often the most memorable And much more When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customers into lifelong fans.

Soccer Tough

Author: Dan Abrahams
Publisher: Bennion Kearny Limited
ISBN: 9780957051195
Size: 61.15 MB
Format: PDF, Mobi
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"Take a minute to slip into the mind of one of the world's greatest soccer players and imagine a stadium around you. Picture a performance under the lights and mentally play the perfect game." Technique, speed and tactical execution are crucial components of winning soccer, but it is mental toughness that marks out the very best players - the ability to play when pressure is highest, the opposition is strongest, and fear is greatest. Top players and coaches understand the importance of sport psychology in soccer but how do you actually train your mind to become the best player you can be? Soccer Tough demystifies this crucial side of the game and offers practical techniques that will enable soccer players of all abilities to actively develop focus, energy, and confidence. Soccer Tough will help banish the fear, mistakes, and mental limits that holds players back. Soccer psychology consultant Dan Abrahams shares the powerful techniques that have helped him develop reserve team players to become international players, and guided youth team players from slumps to first team contracts. Covering the mental triumphs of some of the world's leading players - Soccer Tough will help you become the best player you can be. Soccer Tough is for amateur and professional players of all levels, as well as coaches. This book explores how the best soccer players in the world think and gives the reader step-by-step ways to do the same.

Be Your Customer S Hero

Author: Adam Toporek
Publisher: AMACOM
ISBN: 0814449069
Size: 46.50 MB
Format: PDF, Mobi
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On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Quick chapters show readers how to: * Achieve the mindset required for Hero-Class(TM) service * Understand the customer's expectations-and exceed them * Develop powerful communication skills * Avoid the seven triggers guaranteed to set customers off * Handle difficult and even irrational customers with ease * Become an indispensable part of any frontline team Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way.

What Customers Crave

Author: Nicholas J. Webb
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814437826
Size: 13.45 MB
Format: PDF, Docs
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Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016 Mashable Best New Marketing Books to Read in 2017 The best companies in the world discover what their customers desire—and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you’re well on your way to success. Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers (both digitally and non-digitally) and: Gain invaluable insights into who they are and what they care about Use listening posts and Contact Point Innovation to refine customer types Engineer experiences for each micromarket that are not only exceptional, but insanely relevant Connect across the five most important touchpoints Co-create with your customers And much more When you learn to provide your customers with exactly what they want, they not only buy—they come back again and again...and bring their friends.