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Ultimate Customer Service: Customer Service Essentials for Loyal Customers (Made for Success Collection), by Mark Sanborn, Shep Hyken, Zig
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Includes a bonus DVD and a PDF workbook!
Exceptional customer service is no accident! Great service providers know what to do, teach their employees how to do it, and then consistently deliver first-class service. Now, you can get the world's top customer service authors to coach you and your team into excellence. Bring the exceptional customer service of Starbucks, Nordstrom's, or the Ritz Carlton into your organization with training from the best of the best in customer service training and development. You'll learn the latest customer engagement strategies from celebrity authors Shep Hyken (The Cult of the Customer) and Mark Sanborn (The Fred Factor), whose strategies and techniques will create positive relationships and long term loyalty with your customers.
Have you ever had to offer great service to a difficult customer? Do you and your team know how to guarantee a positive outcome? Learn field-tested processes from this audio collection, complete with case studies, entertaining stories, and new ways of thinking about negative people.
You'll also learn how your word choice can impact the future buying behavior of even your most loyal customers. The experts in this series teach you how to avoid common pitfalls and offer seven secrets of remarkable communication that produce outstanding results. A satisfied customer is the number one asset for any businesses, and now you can get the leading thought leaders and practitioners to train your team for the same price as a business lunch.
Contents include:
Be a Star with Your Customers and Keep Them Forever by Shep Hyken
The Loyalty Factor by Shep Hyken
Why Customer Service Is NOT Enough by Lisa Ford
Fred Keeps Delivering by Mark Sanborn
[Title to come] by Ruby Newell-Legner
The Customer Bill of Rights by Laura Stack
Words Matter: What to Say by Pamela Jett
How to Turn Negativity into Possibility by Sarita Maybin
Power Listening by Dr. Tony Alessandra
Instant Rapport Building by Dr. Larry Iverson
(DVD) Customer Service Ziggets by Zig Ziglar
- Sales Rank: #3270123 in Books
- Published on: 2011-04-01
- Original language: English
- Number of items: 11
- Dimensions: 6.00" h x 5.50" w x 1.25" l, .70 pounds
- Binding: Audio CD
About the Author
MARK SANBORN is an international bestselling author and noted authority on leadership, customer service, and turning the ordinary into the extraordinary. His book The Fred Factor has sold over one million copies.
SHEP HYKEN works with companies and organizations who want to build loyal relationships with their customers and employees. He is the author of the Wall Street Journal and USA Today bestseller The Cult of the Customer and the creator of The Customer Focus program.
ZIG ZIGLAR, world renowned speaker and author, has written twenty-three celebrated books on personal growth, leadership, sales, faith, family, and success. Nine titles have been on the bestseller lists.
Dr. Tony Alessandra, Lisa Ford, Pamela Jett, Sarita Maybin, Ruby Newell-Legner, Laura Stack
Most helpful customer reviews
1 of 1 people found the following review helpful.
Disappointed in quality
By Grandma B
I am an avid audio book listener and was disappointed to find that each cd had a single continuous chapter. This makes it hard to go back and catch something that was missed without starting from the beginning. One cd was blank.
Content is good for the most part.
0 of 0 people found the following review helpful.
Great program - so easy to be successful !!
By Hans-Juergen Wilke
We all are customers, so we immediately understand what this program is about, what we love as customers and get excited about. A real no brainer, an inspiration for every sales person - and everybody else.
Packed with simple and surprizing ideas, this is a treasure box and fun hearing. A sequence of many little things to digest and eventually to implement with your customer - or your spouse. Catch a single good idea and win.
For me this is a 28 out of 28. Enjoy it!
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