the customer support handbook how to create the ultimate customer experience for your brand

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The Customer Support Handbook

Author : Sarah Hatter
ISBN : 0615962017
Genre : Customer relations
File Size : 47. 83 MB
Format : PDF, Mobi
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How do you hire the best support team? What's the best use of social media for support and service? Should we apologize for the inconvenience? The web's leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual. If you're a CEO Or Founder:This book is your primer on the future of customer support - not just offering transactional service but intentionally striving to make your company's customer service the new gold standard. Learn about the importance of engaging your customer support team with your product development, how to really measure customer happiness, and why you should be investing in your support staff as your top rung employees. If you're a customer support professional:This book is your validation, your reminder that what you do for a living is an important part of product development and the future of the web. Learn tips and tricks for offering the best customer support possible, including example replies for tough questions, recommendations on better language and tone to use in social media, and advice on handling difficult customers. "Customer service is no longer just a job but a bonafide career path, and this book is your undergraduate degree." - Richard White, Founder and CEO of UserVoice

Handbook Of Medical Tourism Program Development

Author : Maria K. Todd
ISBN : 9781439813157
Genre : Business & Economics
File Size : 55. 55 MB
Format : PDF, ePub, Mobi
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Explaining how to develop a patient-centered medical tourism program, the Handbook of Medical Tourism Development is the ideal guide for any hospital, clinic, hotel, spa, or ancillary facility wishing to become a medical tourism provider. From high-cost surgery, transplants, diagnostics, and preventive wellness checkups, to medical and wellness spa retreats, patient follow up, and outcomes measurement, this book covers the gamut of related issues. Details the elements necessary for a successful system Addresses contracting issues likely to arise Includes access to additional resources on the book’s website Maria K. Todd prepares readers to build the medical tourism service line, integrate physicians and other service providers, develop a safe and effective quality and patient-centered infrastructure, document processes and workflows, determine pricing, evaluate reimbursement contracts, and measure outcomes. She offers useful nuts-and-bolts guidance on confidentiality, documentation, quality and safety, hospital accreditation schemes, revenue implications, and contracting. Sharing time-tested insights, the book will help readers avoid common pitfalls when working with U.S. and international health insurance companies, case managers, professional facilitators, and multinational employers. Read a recent press release about the Handbook of Medical Tourism Program Development: http://www.prlog.org/11757451-medical-tourism-expert-breaks-down-step-by-step-medical-tourism-program-development-for-providers.html

Engaged

Author : Gregg Lederman
ISBN : 0989322211
Genre : Business & Economics
File Size : 60. 73 MB
Format : PDF, ePub, Mobi
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Argues that a corporate culture that breeds a more engaged, positive, and productive workforce leads to better customer loyalty and satisfaction.

Unleashing Excellence

Author : Dennis Snow
ISBN : 0470503807
Genre : Business & Economics
File Size : 30. 96 MB
Format : PDF, ePub
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A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Design Thinking

Author : Thomas Lockwood
ISBN : 9781581156683
Genre : Business & Economics
File Size : 58. 71 MB
Format : PDF, ePub, Docs
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Shares case stories and practical tips for building strong brands through strategic designs, offering insight into a range of disciplines while focusing on such topics as innovation, the role of service design and enabling meaningful customer experiences. Original.

Building Great Customer Experiences

Author : Colin Shaw
ISBN : 9780333990131
Genre : Business & Economics
File Size : 62. 56 MB
Format : PDF, Mobi
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Building Great Customer Experiences is by the fresh and exciting team of Colin Shaw and John Ivens who are being called the gurus of the Customer Experience. It examines the new and emerging area of the Customer Experience, exploring how it can be used as a competitive weapon as well as a means of reducing costs. Many business books look at new companies and how they have become successful. This book bases itself in the reality in which most business people find themselves daily - working in companies which have been established for some time and who are faced with legacy people, legacy processes, legacy systems, legacy channels and an existing culture. It focuses on how you can change an existing organisation in order to build and deliver Great Customer Experiences. The book captures the thoughts and views of over 20 senior business leaders on the Customer Experience, including: * Andrew Rolfe, Chairman and Chief Executive, Pret A Manger * Barry Herstein, Chief Marketing Officer, Financial Times Group * Ian Mc Allister, Former Chairman & Managing Director, Ford UK * Mike Ashton, Senior Vice President of Marketing Worldwide, Hilton International Hotels * David Mead, Chief Operating Officer, First Direct * Robin Terrell, Managing Director, Amazon.co.uk It explores why they now see the customer experience as a sustainable differentiator. With the use of compelling examples and cases the authors show that Building Great Customer Experiences is critical for all companies and organisations.

The Customer Rules

Author : Lee Cockerell
ISBN : 9780770435615
Genre : Business & Economics
File Size : 49. 30 MB
Format : PDF, Docs
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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+ 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 front line 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. From the Hardcover edition.

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