Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It’s for anyone involved in any organisation – whether you run your own business, manage people or you are a customer facing employee. It doesn’t matter what your budget is, you’ll find lots of simple changes you can implement right now to build a highly successful customer service strategy.
· Identify your customers real needs and how best to meet them
· Build trust and long term loyalty with your customers to stay ahead of the competition
· Make sure you are remembered and recommended
Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking, trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.
Keith Bailey and Karen Leland surveyed over 20,000 executives, managers, and staff from around the world and discovered how everyone from CEOs to secretaries can flourish despite the ever-increasing stresses of the workplace. Watercooler Wisdom is not a 'business-as-usual' business book. It's a practical guide that offers you pertinent and powerful techniques for coping with conflict, pressure, and change-the three greatest sources of stress for workers worldwide. Use these strategies to prosper-even when circumstances seem to conspire against you. Find solutions to work problems inside yourself rather than waiting endlessly for your circumstances to change, and you can become the smarter person at work you were always meant to be.
Learn smart ways to: Engage your inner resources to create a meaningful work life Master the 'smart people' skills for facing difficult people and tense timesFocus your energy on what matters most and avoid the lure of the trivial Design a 'work makeover' to accelerate your satisfaction and productivity
Keith Bailey and Karen Leland are cofounders of Sterling Consulting Group, an international management consulting company specializing in the people side of business. Their clients include such industry leaders as American Express, IBM, Marriott Hotels, Apple Computer, Johnson and Johnson, and many others. They have been interviewed by NBC, CBS, CNN, Time Magazine, Fortune Magazine and Oprah. Together they have coauthored five books including Customer Service for Dummies.
An excellent book for anyone who wants to bring more consciousness into the way they work and improve their effectiveness and the way others respond to them.
-Giles Bateman, former chairman of CompUsa and cofounder of Price Club