Title: 180 Ways to Walk the Customer
Service Talk (2 copies)
Media: Booklet
Author: Harvey, Eric
Call them clients, patrons, patients, guests, members - the labels don't
really matter. The fact is they are your livelihood. They are
your customers. And whether or not you get and keep their business
depends on how well you treat them... how well you walk the customer service
talk. This booklet is jam-packed with techniques, strategies,
how-to's and things to remember. Covers eleven key principles, from
mastering the basics to taking advantage of technology - all in the
name of customer service!
Title: Building a Customer-Driven
Organization
Media: Audio
Author: Ford, Lisa & Ron Meiss
Explore customer service from your perspective. Get an advanced
class in: Understanding what your customers really want from your business;
Adding value for your customers at every service step; Developing effective
service strategies for your entire organization; Hiring and motivating
people to provide the best service possible; Learn how to develop long-term,
profitable relationships with your customers...and how to make satisfying
customers.
Title: Building Customer
Loyalty
Media: Booklet
Author: Brandi, JoAnna
Ever ask the question "How many customers do we lose every year?"
Chances are you haven't. Most businesses are so busy getting
new customers in the front door that they pay far too little attention
to the ones who are walking out the back!
Title: Building Customer
Loyalty
Media: Booklet
Author: Brandi, JoAnna
Ever ask the question "How many customers do we lose every year?"
Chances are you haven't. Most businesses are so busy getting
new customers in the front door that they pay far too little attention
to the ones who are walking out the back!
Title: Customer Service
Connection, The
Media: Video
Author: Kantola Productions
Program accompanied by a 29-page study guide for help in applying what
you learn to your working situation. Divided into three parts:
I. Working with Customers
II. Extraordinary Customer Service
III. The Customer Service Resource
Parts I and II are designed for anyone who works with customers.
They teach basic skills for interacting with customers in both routine
and difficult circumstances.
Part III is about the redefined role of customer service in quality-centered
organizations. Quality-centered organizations are customer-focused.
They base their decisions on customers' needs and preferences, and
they recognize customer service personnel as an essential resource for
supplying information and data about customers.
Title: Customer Service:
The Key to Winning Lifetime Customers
Media: Book
Author: Thomas, Marian
Subtitled, "The Invisible Product that Brings Customers Back"
Deal confidently and capably with difficult
customers
Listen for facts and feeling -- turn customer
complaints into customer goodwill
Develop a "service attitude" that
makes customers the No. 1 priority
Title: Dealing with Conflict
and Confrontation Vol. 1
Media: Video
Author: Rhode, Helga Psy.D.
Tape One: Causes, kinds and effects of conflict
Why conflict is inevitable, and a fresh, positive way to look at it
How to determine if the "conflict" is really just a misunderstanding
The 2 primary reasons conflict occurs (and how to see them coming)
Position vs. interest: a key to understanding and resolving conflict
When conflict is good: 5 ways conflict actually benefits you and your
organization
When conflict is bad: the 5 levels of escalation, and how to stop each
from intensifying
Why people become enemies, and how to break the behavior cycles that
lead us there
Conflict suppression: the negative effects of sending conflict "underground"
The 5 classic conflict-resolution strategies, and the pros and cons
of each
Unilateral strategies vs. bilateral strategies: advantages and disadvantages
Using the "dual concern model" to resolve conflict successfully
Title: Dealing with Conflict
and Confrontation Vol. 2
Media: Video
Author: Rhode, Helga Psy.D.
Tape Two: Conflict-resolution strategies--your options
How to deal with contentious tactics, including:
manipulation: blaming, sarcasm, sulking, etc
one-upmanship: making you wait, nitpicking, interrupting you--anything
to get you flustered
threats: both spoken and unspoken
Ingratiation: how to deal with someone who...
...all of a sudden wants to be
your friend
...makes promises that sound too
good to be true
Ultimatums: the advantages (and dangers) of offering "if/then"
propositions
The least productive way to deal with conflict (and how to protect yourself
if someone tries it on you)
What to do when a conflict escalates
Psychological changes caused by unresolved conflict--how to avoid permanent
damage
3 simple ways to break impasses
Title: Dealing with Conflict
and Confrontation Vol. 3
Media: Video
Author: Rhode, Helga Psy.D.
Tape Three: Problem solving in action
The 4 attitudes necessary for problem solving
From conflict to problem solving: 4 steps that make it happen
How to prioritize concessions
3 ways to get the other person invested in the problem-solving process
How to separate personal feelings from the problem you're trying
to solve
The best way to balance being firm with being conciliatory
10 communication skills for effective problem solving
Body language rules for effective problem solving
How to help others resolve their conflicts (essential for managers and
parents)
4 ways a mediator can increase both parties' motivation to settle
Title: Dealing with Difficult
Customers Vol. 1
Media: Video
Author: Fred Pryor Seminars
Tape One: Resolving Conflicts through Creative Problem Solving
Learn how to listen to the customer and make him or her feel more comfortableabout
the problem.
Learn how to determine the cause of the problem and a course of action.
Learn how to get started and follow-through in solving the problem.
Title: Dealing with Difficult
Customers Vol. 2
Media: Video
Author: Fred Pryor Seminars
Tape Two: Turning Complaints into Gold
Learn how to turn present complaints into future orders. A good customer
service representative is also a good salesperson. Learn how to
turn former complainers into customers who sing your praises.
Title: Dealing with Difficult
Customers Vol. 3
Media: Video
Author: Fred Pryor Seminars
Tape Three: Developing Your Skills for Success
Advance yourself by performing the best customer service.
Make your customer service department an essential part of your company
and expand your role.
Motivate yourself and others to peak performance.
Title: Employee's Role
in Service Excellence
Media: Handbook
Author: Bryan & Bryan Associates
Title: How to Give Exceptional
Customer Service Vol. 1
Media: Video
Author: Ford, Lisa
Volume 1: How to Build Your Service Image and Customer Loyalty
Boost Your Service Image
The real reason behind most customer dissatisfaction
The five dos and don'ts of exceptional customer service
Three sources you can draw on to help serve customers better
How to maintain your composure with angry customers
Total Customer Dedication
The critical difference between what's expected and what is possible
Measuring customer satisfaction--and applying what you learn
How active listening with customers can make your job easier
Why you must get rid of your "sacred cows" (and how to make
sure you do)
Perception is all there is: How to seek out and eliminate "coffee
stains" in your organization
Title: How to Give Exceptional
Customer Service Vol. 2
Media: Video
Author: Ford, Lisa
Volume 2: How to Satisfy Even Your Most Difficult Customers
The New Basics of Service
Specific phrases, vocal techniques and body language that build rapport
with customers
How to get back on the "good side" of a customer after the
relationship has been damaged
Two ways to save time on every phone call
Specific techniques for dealing with customers who cannot speak English
Handling the Difficult Customer
What to do when an angry customer verbally attacks and abuses you or
your people
Emotional trigger words to avoid in phone conversations
How to "cool off" an angry customer
What to do when you reach the "boiling point" with a customer
Ways to keep your attitude positive throughout the day
Title: How to Give Exceptional
Customer Service Vol. 3
Media: Video
Author: Ford, Lisa
Volume 3: More Ways to Make Customer Contacts Positive and Profitable
Handle Tough Situations with Savvy
What you should learn from every customer contact (even a negative one)
When you should break the rules to serve a customer
A way to deliver bad news without alienating your customer
How using empathy invites cooperation from unwilling customers
Matching your customers' communication styles so they open up
Turn Stress Into Positive Energy
30-second stress reliever to help you cope with burnout
Get recognized as a customer service star in your company
Ways to make healthy thinking a habit (your customers--and co-workers--will
notice)
How to set goals to increase your job satisfaction
Title: Managing to Have
Fun: Customer Service with a Smile
Media: Video
Author: Weinstein, Matt
Learn how fun at work can:
Motivate your employees
Inspire your co-workers
Boost your bottom line
Title: Quality Customer
Service Revised Edition
Media: Book
Author: Martin, William B. Ph.D.
For those who currently work, or plan to work, in a job that requires
interaction with customers, guests, clients, patients or similar types
of people. Addressed to the front-line employee who ultimately determines
the quality level of customer service. Includes exercises.
Title: Quality Customer
Service Third Edition
Media: Book
Author: Martin, William B. Ph.D.
For those who currently work, or plan to work, in a job that requires
interaction with customers, guests, clients, patients or similar types
of people. Addressed to the front-line employee who ultimately determines
the quality level of customer service. Includes exercises.
Title: Superior Service
Media: Audio
Author: Crisp Publications
Discover how to establish successful customer service relationships
Enhance your attitude and communication skills to achieve positive customer
responses
Become adept at identifying and providing for customer needs
Receive examples of the skills that will guarantee customer satisfaction
Get expert advice that works
Learn self-improvement tips and techniques
