I have a few questions for you. Are you miserable at work every day? What are you getting out of your job? Have you seen promotion opportunities open for you? Do you have good relationships with coworkers? How often are you stressed out, even after you get home? Does feedback from your boss make you feel proud or frustrated? I fully understand those frustrations, and, having been through all of them and more, I want to help. By sharing the principles I’ve learned in customer support roles, hopefully I can cut your learning curve and increase job satisfaction. In addition to sharing actionable insights on how to improve in your role, this book includes sections poking around important personal questions. Why even care about your customer service job? What can you gain from these jobs? How do you benefit from giving a full effort? I bet many of you are leaving opportunities on the table and wasting your valuable time, just like I did when I first started. This book contains the same advice I’d give to my younger siblings, a new coworker, or a stranger on the street. I’ve done everything I can to refine my ideas and present them in a simple yet impactful way. I’ve illustrated the concepts using a mix of personal experience, thought experiments, and logic to give you multiple perspectives. Between these varied styles, I'm confident you'll gain at least a few valuable insights as you move forward in customer service. 1. Language: English. Narrator: Robin J Sitten. Audio sample: http://samples.audible.de/bk/acx0/104830/bk_acx0_104830_sample.mp3. Digital audiobook in aax.
Customer Service Tips for exUBERant Drivers ab 18.99 € als Taschenbuch: . . . to give your career a much needed LYFT. Aus dem Bereich: Bücher, English, International, Englische Taschenbücher,
What is the cost of losing a customer? In today's competitive environment, it is a cost no business can afford. Do the math. It costs you up to 4 times more to get a new customer than it does to retain an existing one. However, that does not even take into account the fact that an unhappy customer will tell an average of 20 customers about their bad experiences, while a satisfied customer will only tell 10 people about their good experiences. This means you have to make twice as many customers happy as unhappy - just to break even! Dr. Tony Alessandra teaches how employees in all areas of your business can easily and quickly increase their customer service skills - anyone from secretaries to managers to the CEO him/herself! Why not invest in a proven system today and learn skills that will secure committed and active customers for you and your business? How can you afford not to? I have laid it all out for you here - over 35 years of the customer service secrets that have helped me tremendously in my own business career and saved me from many ruined customer relationships along the way. 1. Language: English. Narrator: Dr. Tony Alessandra. Audio sample: http://samples.audible.de/sp/ales/000036/sp_ales_000036_sample.mp3. Digital audiobook in aax.
With consumer decisions being made at increasing speed and the time it takes to win wallet-share rapidly shrinking, how can you prepare? Today's customer has more access to information and influencers, at a click or swipe, than ever before. The speed at which consumer decisions are made keeps increasing, and the time it takes for battles over wallet share to be won or lost is shrinking rapidly. Every fundamental assumption about customers is now being challenged: how they shop, where they shop, and why they shop. In this rapidly evolving environment, understanding consumers' behaviors is more critical than ever. The Customer of Tomorrow examines many of the changing behaviors, technologies, and expectations that companies must understand in order to build valuable and lasting relationships in the years to come. Drawn from the best of Knowledge@Wharton's reporting, this volume in the Knowledge@Wharton Essentials series features stories addressing: Customer loyalty in the age of big data When more data doesn't mean better customer service How to build loyal customers in the information age Why customer service is often the ignored side of social media When does it make sense to have a bricks-and-mortar location for customers? The Customer of Tomorrow will help you continue to win wallet share with customers. Gildan Media is proud to bring you another Wharton Digital Press Audiobook. These notable audiobooks contain the essential tools that can be applied to every facet of your career. 1. Language: English. Narrator: Karen Saltus. Audio sample: http://samples.audible.de/bk/gdan/001651/bk_gdan_001651_sample.mp3. Digital audiobook in aax.
The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer Like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand-new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to frontline staff who deal directly with clients and customers. Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere. 1. Language: English. Narrator: Lee Cockerell. Audio sample: http://samples.audible.de/bk/rand/003440/bk_rand_003440_sample.mp3. Digital audiobook in aax.
Selling is the cornerstone of our economy and our society. Everyone sells - some just do it better than others. The million-dollar sales pros know that to sell well requires a complex set of skills, as well as the willingness to perfect relations with the customer. There is no one in the sales arena better versed on the subject of the Big C - the customer - and the significance of service and satisfaction tactics, than Barry J. Farber. Barry's State of the Art Selling is the complete guide you need to develop the Customer-building strategies which will set you apart from the run-of-the-mill, and yield astronomical financial reward. Whether you've been in sales for decades or are just getting your feet wet in a sales career, you will benefit from the dozens of creative customer-focused techniques and philosophies outlined here - all of that can be instantly implemented to help you become a sales all-star. Learn from the best in the business how to break into a tough account, to effectively utilize referral selling to increase business, to establish customer rapport, and so much more. Practical and authoritative, master seller Barry Farber will help you to: Network with high-impact results. Build long-term relationships with your customers. Set realistic goals for high achievement. Have your customers sell for you. Organize your time, activities, and territory. State of the Art Selling is a full-service sales program that, whether you're a veteran or a novice, will show you how to become a state-of-the-art sales tactician and send your earnings soaring to astonishing heights. 1. Language: English. Narrator: Barry Farber. Audio sample: http://samples.audible.de/bk/ntgl/000164/bk_ntgl_000164_sample.mp3. Digital audiobook in aax.
If you agree that there are common service skills all workers need to integrate each day on the job, then Soft Skills in Demand for 2020 Career Readiness is the definitive training solution for post-secondary schools, the corporate world, and working individuals. The “Skills Gap” is real in today’s customer-oriented workplace. While technical or hard skills will differ by job description and industry, there are some universal soft skills that everyone needs to do well in order to succeed in their chosen careers - be they STEM (Science, Technology, Engineering, and Math) or non-technical occupations. These skills include all aspects of the work setting - completing projects and commitments as promised, showing up to work on time, being kind to others, listening well, and solving problems in a timely, fair, and effective manner. Worker behaviors and attitudes that go against thoughtfulness, logic, meeting commitments, and efficiency get in the way of good business. Therefore, when soft skills complement on-the-job technical skills, it gets you noticed, appreciated, and promoted! Written on a practical level, this learning book is intentionally designed to be:Affordable for students and everyday workersEasy-to-listen to with an abundance of learning features and examplesConcise. The 18-chapter content areas include customer service, communication, organizational leadership, interpersonal, and self-management soft skills. Book content:Customer Service Soft Skills • The Customer Experience, The Importance of Serving Customers Well, Emotional Intelligence Communication Soft Skills • Verbal Communication, Active Listening, Nonverbal Communication, Written Communication Organizational and Leadership Soft Skills • Project Management, Creative Critical Thinking, Relationship Building, The Work Ethic 1. Language: English. Narrator: Pattie Gibson. Audio sample: http://samples.audible.de/bk/acx0/131411/bk_acx0_131411_sample.mp3. Digital audiobook in aax.
The Circle follows the career of Mae Holland, a young and angst-ridden millennial, as she advances in the corporate hierarchy of the Circle, a company based in the San Francisco Bay Area. Her friend and college roommate, Annie, has already secured an influential position at the Circle, which is described as having combined all the best features of Google, Facebook, and Amazon in one place. Mae is happy to have the job, since it allowed her to move away from Fresno, her boring hometown, although she remains concerned about the health of her father and well-being of her mother. Mae is assigned to a position in customer service - "customer experience representative" - and trained by Dan, a true believer in the social media community created by the Circle. While Mae shows immediate promise as a customer experience representative and is glad to have left her dead-end utility company job behind, she does not initially embrace the intensely interactive atmosphere at the Circle. Please note: This is a summary and analysis of the book and not the original book. 1. Language: English. Narrator: Michael Gilboe. Audio sample: http://samples.audible.de/bk/acx0/088006/bk_acx0_088006_sample.mp3. Digital audiobook in aax.
Employers today are using increasingly tough interview questions to evaluate candidates based on key competencies and determine how well they think on their feet. To stand out in these competency-based interviews, job seekers must be prepared with situation-specific examples and answers to questions that highlight their accomplishments, knowledge, and abilities--and clearly display how all three meet their potential employers' needs. In 201 Knockout Answers to Tough Interview Questions, you'll learn the five core competencies most interviewers are looking for--individual responsibility (decisiveness, independence, flexibility, career goals); managerial skills (leadership, delegation, strategic planning); motivational factors (ambition, initiative); analytical skills (problem solving, attention to detail); and people skills (teamwork, communication, customer service)--and will gain a storehouse of sample interview answers that consistently highlight your ability in these areas. Featuring fill-in-the-blank exercises and a plethora of traditional and quirky interview questions to help you prepare, this powerful book will help you get noticed by key players during the interview process--no matter what questions get thrown your way.