Winning with the Customer from Hell
Winning with the Customer from Hell

Author: Shaun Belding

Publisher: ECW Press

Published: 2004

Total Pages: 231

ISBN-13: 1550226304

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Annotation Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution.

Customer Relationship Management
Customer Relationship Management

Author: Kristin L. Anderson

Publisher: McGraw Hill Professional

Published: 2001-09-22

Total Pages: 178

ISBN-13: 0071394125

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This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

Dealing with the Customer from Hell
Dealing with the Customer from Hell

Author: Shaun Belding

Publisher:

Published: 2005

Total Pages: 0

ISBN-13: 9780749444518

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"'Dealing with the customer from hell' provides realistic, proven strategies for working with those 'special people' who drive you mad. It identifies the various types of unreasonable customer and how to handle them."--BOOK JACKET.

Handbook of CRM
Handbook of CRM

Author: Adrian Payne

Publisher: Routledge

Published: 2012-07-26

Total Pages: 460

ISBN-13: 1136400176

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Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.

The Customer Service Survival Kit
The Customer Service Survival Kit

Author: Richard Gallagher

Publisher: AMACOM

Published: 2013-03-20

Total Pages: 209

ISBN-13: 0814431844

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Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.

The Handbook of Key Customer Relationship Management
The Handbook of Key Customer Relationship Management

Author: Ken Burnett

Publisher: FT Press

Published: 2001

Total Pages: 0

ISBN-13: 9780273650317

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This guide shows how CRM (customer relationship management) uses technology to merge everything you know about a customer in one place, merge all the systems they encounter into one unified process and then use that knowledge and interface to sell to them, one customer at a time.

CIO Survival Guide
CIO Survival Guide

Author: Karl D. Schubert

Publisher: John Wiley & Sons

Published: 2005-10-03

Total Pages: 306

ISBN-13: 0471663514

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CIO Survival Guide is a leadership manual for the emerging role of the Chief Information Officer. This book supports and guides CIOs in acquiring or enhancing their technical skills and leadership competencies to be a full and respected member of the Executive Team. It includes exposition and practice of the skills and competencies required to be a successful CIO.