Amazon.com
Since originating the popular Knock Your Socks Off Service books several years ago, consultant and trainer Ron Zemke has justifiably been regarded as an expert on the whys and hows of delivering top-drawer customer service. Now, teamed with quality-management specialist John A. Woods, he has combined 35 reflective yet pragmatic articles that clarify the connection between great customer service and superior organizational performance. Zemke first explains why such efforts are vital and then provides an assortment of cost-effective ways to implement a variety of service plans. He receives help from contributors such as Chip R. Bell on nurturing loyalty, Janelle M. Barlow and Dianna Maul on maintaining high standards during peak-demand periods, and Gary Connor on developing company-wide campaigns. This is a terrific resource for better understanding what consumers really want and how to create systems that will meet their demands. --Howard Rothman
Customer Reviews:
Best Practices.......2007-03-15
There are some really good articles in here. This is a compliation of articles and such about this subject. I do a lot of work in my consulting business with employee retention and creating customer loyalty...in other words the best customers tend to do business with the best employees and that customers don't do business with a company, they do business with an employee in the company. If that employee leaves, generally the customer does as well.
A concept lost on many businesses today.
There's a few good pieces on that subject in here. I enjoy reading what other's think about this.
Practical and Tactical.......2006-01-26
The role of customers is increasingly the focus of businesses. The primary goal of business today is to satisfy the expectations and needs of its customers. Only by sustained performance of meeting customers' needs can a company guarantee its long-term success. Profit, writes the author, is only a measure of how well a company has achieved its customer-satisfaction goal.
The question that is posed is "How do you consistently satisfy your customers?" Answer: By understanding and delivering what customers want, by treating customers with respect in all circumstances, by responding fully to problems that arise, and by continuing to meet customers' needs after they have made their purchases.
This book is a collection of essays collected to help readers learn how to:
· Better satisfy their customers by viewing the firm through their eyes
· All employees must understand the importance of customer service
· Handle disappointed customers such that they will return even after the negative experience.
· Fulfill the evolving needs of the customers after they make their purchase.
This book is designed to give the reader more than just the how-to part. These essays will also include the "why." Through case studies and expert insight, the reader should have a stronger understanding for what are best practices in customer service, and see why customer service is so critical to a company.
customer first.......2000-08-30
Treat colleagues as customers ,then smile and be helpful and supportive ,caring,innovator, sociable good listener, creative patient .
Book Description
Companies face major challenges as they seek to flourish in competitive global markets, fuelled by developments in technology, from the Internet to grid computing and Web services. In this environment, service orientation - aligning business processes to the changing demands of customers - is emerging as a highly effective approach to increasing efficiency. In this book, Paul Allen provides an accessible guide to service orientation, showing how it works and highlighting the benefits it can deliver. The book provides an integrated approach: after covering the basics of service orientation, he discusses key issues such as business agility, designing quality-of-service infrastructure, implementing service-level agreements, and cultural factors. He provides roadmaps, definitions, templates, techniques, process patterns and checklists to help you realize service orientation. These resources are reinforced with detailed case studies, from the transport and banking sectors. Packed with valuable insights, the book will be essential reading for CIOs, IT architects and senior developers. IT facing business executives will also benefit from understanding how software services can enable their business strategies. Paul Allen is a principal business-IT strategist at CA and is widely recognized for his innovative work in component-based development (CBD), business-IT alignment and service-oriented architecture. With over thirty years experience of large-scale business systems, he is an established author whose previous book was the critically acclaimed 'Realizing e-Business with Components'. Sam Higgins is now with Forrester Research Inc.; formerly he managed the Innovation and Planning Unit of Queensland Transport's Information Services Branch. Paul McRae is the application architect in the Innovation and Planning Unit of Queensland Transport's Information Services Branch. Hermann Schlamann is a senior architect in the architecture group of Credit Suisse.
Customer Reviews:
high level [non-technical] advice.......2006-09-24
Service Oriented Architecture has gotten considerable attention recently. The book studies its potential in improving business processes. Both within a company and between companies. There is very little here at the technical level of programming. The book is pitched at a higher level, suitable for upper management interested in improving the corporate business value. Advice is furnished on how to devise measurable goals. So that any redesign does not take place in a vacuum.
It is also suggested that business agility can be enhanced. By letting a company redirect and modify existing services in an easy modular manner.
SOA book for the business analyst.......2006-03-24
Most SOA books on the market are technical books for purely technical audiences. SOA is architecture, after all, and software architecture can be a complex, technically difficult subject. Recently, though, several business-oriented books on SOA have hit the shelves. These books typically attempt to explain the intricacies of SOA and the underlying alphabet soup of technologies and standards in a non-technical fashion for an audience that would like a high-level view of what SOA is all about, but who doesn't really want to know either the technical details or how to roll up their sleeves and work with SOA themselves.
This book falls into neither of these categories. "Service-Orientation: Winning Strategies And Best Practices" is an exceptional example of a book written for a technically savvy business reader who doesn't want merely a high-level explanation of SOA, but rather wants to understand the critical SOA concepts, strategies, and best practices that they need to do their job. This choice of audience is no accident. In fact, part of the fundamental transformative nature of SOA involves new roles for the individuals at the companies that implement the architecture. Understanding the proper audience for this book, therefore, is an important step on the road to understanding SOA.
SOA is basically an approach -- or discipline, if you will -- for organizing IT resources as business-oriented Services that users can find, use, and incorporate into business processes. Core to SOA is the notion of the Services abstraction layer -- the representation of IT functionality that business users interact with. Beneath this abstraction layer are applications, servers, networks, and the rest of the heterogeneous collection of technology that IT shops maintain today. From the business user's perspective, however, this complex mishmash of technologies fade from view. What remains are the Services and the business processes that orchestrate them.
As a result, the challenges that businesses face as they leverage the power of SOA fall into two general areas: management and process. Management is the first challenge, because the business must be able to rely upon their IT infrastructure without having to pierce the Services abstraction to control the nuts and bolts of the implementation beneath. The core management issues that this book's audience must focus on include Service execution management, Service level management, as well as the management of the business process that constitute the second set of challenges for businesses that implement SOA. Among those challenges are building business Services and composing them into business processes that are themselves Services. Such Service-oriented processes enable the broad redesign of the older, inflexible processes that are typically in place today at most organizations.
The level of detail this book provides, therefore, is for a new kind of audience that must understand the intricacies of Service-oriented management and process. The average business reader will not typically need or want this level of detail, and the typical technical reader will require more information about the technical details underneath the Services abstraction than this book intends to provide. The big question, therefore, is what sort of person is among the audience for this book, and are you that sort of person?
The most common title for this book's target audience member might be business analyst, and there's no question that many business analysts will find this book useful and understandable. However, the business analyst title is poorly defined, and two people with this title at different organizations might find their jobs to be vastly different. As companies implement SOA, though, it is likely that many business analysts will find their roles coalescing onto a more specific set of responsibilities centering on process and management as explained above.
Other roles that may either fall into the broader business analyst category or be separate titles in their own right are that of the Service architect and business process architect. As explained in Chapter 13, people in these roles focus on building business Services, composing them into processes, and then managing those processes as they meet changing business requirements. Such people are business-oriented yet technically savvy, understand SOA from a business perspective, and often act as liaisons between business management and IT. Regardless of whether your title is business analyst, Service architect, or process architect, if you are a roll-up-the-sleeves business reader and you find yourself in this bridge role between business and IT as your company implements SOA, then this book is for you.
Book Description
A master of the complex sale and a bestselling author, Rick Page is also one of the most experienced sales consultants and trainers in the world. Make Winning A Habit defines the gap between what companies know to do and how they consistently perform.
Page clearly identifies five “Ts” of transformation: Talent, Technique, Teamwork, Technology and Trust. These five elements, when fully developed and integrated into the sales and marketing organization, begin to create the habit of winning over customers in every industry. Stories of successes-and failures-from members of prominent companies help you apply the five “Ts” to your company's culture, and point the way to more effective plans for motivating employees, building and coaching winning teams, and improving hiring processes.
Then, with the use of Page's assessment scorecard, you can compare your company with some of the strategies and practices of the best sales forces in the world. Designed to gauge your organization's effectiveness and further develop breakthrough sales growth, this scorecard highlights your strengths and weaknesses, helping you bridge the gap between where you are and where you need to be.
You'll also learn about:
- The “Deadly Dozen” (pains sales managers feel today) and how they can kill business
- A ten-point process for identifying and hiring nothing less than “A” players
- The 8 “ates” of managing strategic accounts and how they will maximize revenue and elevate relationships
- How to identify and correct the six most common areas of poor individual sales performance
With Make Winning A Habit, you'll discover the obstacles between you and the consistent sales performance you can achieve-and find the tools to not only make success a habit, but one that will keep growing with your business.
Customer Reviews:
An excellent follow up to his first.......2007-04-14
'Hope is not a strategy' was one of the first sales books I ever read and definitely one of the best. 'Make Winning a Habit' makes for an excellent second installment from this highly insightful professional. While his first book focused more on managing the opportunity, this book focuses more on the bigger picture, sales strategies in general and managing the sales team.
Still very experienced writing with plenty of examples to get his point across.
Anyone who benefited or enjoyed the first book will enjoy the second as well. Highly recommended.
Must read for sales managers.......2006-06-21
I really liked Page's first book, Hope is Not a Strategy and he has followed it up with a very topical subject. Too many bad habits were developed in the world of selling during the last 10 years and he has concisely given us a way to grade our practices against some of the best companies around.
Book Description
Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."
Customer Reviews:
An excellent guide to excellence in customer service.......1999-09-20
This book departs from the standard practice of empty rhetoric penned by starry-eyed academians. In THIS book, we see what real people do for real success.
I was able to formulate my own plan for success, by looking at what these people do. This vicarious learning is the best approach for such a subject matter, and it has become a competitive advantage for my company.
Book Description
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Download Description
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today's competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Customer Reviews:
By Professionals for Professionals.......2006-08-04
Sub-Title: Research and Best Practices (J-B SIOP Professional Practice Series)
Customer service is the last opportunity that a business has to convert a buyer into a repeat customer, the most valuable asset a company can have. The accounting statement entry 'Goodwill' really means the ability to sell more products to an existing customer base. Even when other aspects of the sale go bad, good customer service may be able to save the day, may be able to keep a customer that would otherwise be lost.
This book is perhaps the most complete analysis/description of the overall aspects of customer service available. It is a combination of research, of experience, of analysis, of theory, of practice. Each chapter is written by an expert in the particular specialty being described. It is part of the professional practice series for scientists, practitioners, managers, executives and academics interested in organizational behavior and performance.
Product Description
Introducing Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices, an indispensable service recovery guide made possible by a unique partnership between HCPro and Press Ganey. Rely on this dependable, authoritative resource to create, implement and maintain a service recovery program that achieves high patient satisfaction, profitable financial returns, regulatory compliance, and measurable results. This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.
Book Description
This blockbuster new CRMGuru study breaks fresh ground in defining how to generate ROI through CRM—while disproving many common myths and mantras that so often lead CRM implementers astray. The Blueprint for CRM Success is the first statistically valid study to tie not only high level implementation activities—but very specific process steps as well—to ROI performance. You won't find a clearer road map to CRM success.
The study, by the same research team that produced the benchmark study, Multi-function CRM Software: how good is it?, also debunks many of the specious analyst polls reporting very high CRM failure rates and provides lists of easy to spot predictors of success and failure that you can apply before you begin implementation. The study includes full interpretation of the key data, and Executive Summary of key findings plus an entire "Beyond the Numbers" section with more interpretive comments and valuable support information for CRM implementers.
No company should initiate a CRM implementation—or attempt to "fix" a failed implementation—without having this information front and center.
Customer Reviews:
WHOA, THE PRICE! NO EARTH-SHATTERING BLUEPRINT HERE.........2003-05-24
...especially not anything you would not be much better off simply scouring the net for. Which happens to be FREE and sports a truckload of such putative blueprints, best practices, ROI enablers, success stories and whatNot -- CRM Guru, CRM Forum, CRM Daily ...ad infinitum. If your reasoning is to skip the information overload and bag all the available wisdom in one neatly bound huggable volume, you'd still do better to look elsewhere, there is easily a wild smattering of CRM wisdom in books that cost a decent coin instead of the Four Seasons price on this tome. After all, it is only fair to expect some ROI on reading dollars, no?
The Straight Skinny.......2003-01-11
Dick Lee and Bob Thompson are two names that have been around the CRM space for years. But more than their tenure, they're noted for their straight talk and solid opinions. 'Blueprint for CRM Success' continues this no-nonsense tradition.
First, you'll learn CRM is not just software and is not just about technology. Beyond this however are clear step by step guidelines for instituting change and implementing a CRM culture as well as application.
Part II's 'Blueprint for CRM Success' and Part IV's 'Customer-centric Strategies' alone are worth the price of admission!
Book Description
As one of the titles in the American Productivity & Quality Center's Passport to Success series, Call Center Operations: A Guide for Your Journey to Best-Practice Processes provides readers with a comprehensive understanding of what it takes to achieve successful call center operations. Based on years of research into the practices of leading organizations--and supported by examples of best practices and tips from actual practitioners--this book will guide readers in their own call center efforts.
Customer Reviews:
Check your status.......2003-04-19
This book introduces some best practices in managing a call center. It's a good way to check where you are in terms of customers and employees, as well as strategy, position, technology, and measures. After each element is explained, the book lists some questions to ask yourself and what can stop you from improving. It's a good basic
Book Description
What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt their practices to fit your business?
Thanks to over six years of ongoing research and an investment of $30 million, Arthur Andersen has created its Global Best Practices Database to uncover breakthrough thinking at world-class companies. Now, in Best Practices, Arthur Andersen for the first time shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost, and increase profits. Managers of any business in any industry can adapt and apply what those companies do best.
Unlike most books based merely on an author's own theories or limited anecdotal experience, Best Practices is backed up by 30,000 pages of active, documented data on hundreds of companies worldwide. This book concentrates primarily on customers and how to involve them in everything from the design of products and services to marketing, selling, and product delivery.
Perhaps the greatest value of the book lies in its linking of best practices to business processes, thereby encouraging managers to expand their thinking and engage in creative problem-solving with the help of insights from companies inside or outside their own industry For example, the manager of a clothing store chain can study how Federal Express adapted the concept of just-in-time manufacturing to its rapid delivery of parts between supplier and customer. The owner of a small coffee shop chain might learn from American Express and Peapod how to target customers by offering particular products and predicting exactly when they will make their next purchases.
These and other examples will help business people diagnose the processes in place at their own companies and determine how best to improve them. Comprehensive and on the cutting edge, Best Practices will serve as an invaluable information resource.
Customer Reviews:
Packed With Knowledge!.......2001-07-21
Arthur Andersen executives Robert Hiebeler, Thomas B. Kelly, and Charles Ketteman have brought the company's "Global Best Practices" program to book format. They tell you how to adapt any company's best practices to your business. They highlight dozens of examples from the thousands that they have collected for Andersen's popular database. The authors take a direct, no-frills approach to presenting their ideas and information, and concentrate on case histories that give you plenty of details. This makes the book highly useful, clear, and free of useless jargon, so we [...] recommend it to people at all levels in any business. You are bound to find some useful gems.
A Book of Ideas for Creativity & Innovation.......2001-03-06
A useful text with numerous examples to motivate and encourage your team to get creative and innovative. Useful to owners of small businesses and entrepreneurs to understand how the big organisations succeed. It is little things that could be done for big returns. With the focus on simple things like benchmarking and audit, understanding markets, products and services, it brings all together on winning customers. I have often trawled this book for best practices from time to time and without fail, I have found often new insight and ideas each time I flipped through it. Its a kind of book you may want to read and dip into from time to time for ideas to spark your creativity! The best practice agenda & top ten diagnostic questions at the end of each chapter are useful tools to develop your own best practices.
The book is pregnant with motivating examples.......2000-07-11
The books quotes numerous examples. That's what the book is all about.
Readers may use these as foundation point for implementing best practises in their own companies. Different companies have different situations.
These ideas motivate one to perform well, often to surge ahead of the competition. Gives you the adrenaline pump to come out with the best.
The importance of value-chain is emphasized by quoting examples of companies such as Lexus which managed continuity of service despite problems in plants of its suppliers.
Readers have to be cautioned that this book is not a panacea to customer-service problems.
Customer Service is not a mere toll-free number. A reader will realise this and much more by reading this book.
Excellent insight into winning company formulas.......1999-04-15
No it doesn't take major working capital to build a successful marketing machine. It does require a focus on the details that are important to your customers. Before you squander working capital on fancy advertising campaigns, read this book. Then you will learn that spending your money on product formulation, service and support are the cornerstones to successful marketing. This book provides exceptional real world examples of how to grow a business by focusing on customer service solutions.
old stuff.......1999-03-10
This book should have been titled "Best Practices,as Understood by AA". While there's good information on how others have focused on giving customers what they want, when they want it, where they want it and how they want; there's little new ground covered. Rather than looking inward to AA people for "Best Practices" the authors should have sought out cutting edge solutions and provided ways to implement. The promblem with corporate inbreeding is that you limit the intellectual gene pool.
Average customer rating:
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Service Excellence @ Novell: Taking Customer Service from Cost to Profit
Best Practices Editors
Manufacturer: Nova Vista Publishing
ProductGroup: Book
Binding: Paperback
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Leadership
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Management
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ASIN: 9077256113 |
Product Description
Ten years ago, Novell's customer service division was doing fine - pleasing customers and keeping them loyal. But in a high-impact transformation, the division raised its sights. Today it also contributes significantly to the company's profitablility. What happened? From the executives to the front line people, everyone changed the way they work to support Novell's strategy: make customer service a competitive advantage that attracts new customers while growing current customers' business.
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