Strategies for effective customer education

Sample

Tema Frank

Why people matter more than ever in the digital era and how businesses must transform themselves to improve customer experience using the 3P Profit Formula of Promise + People + Process = Profit.

Sample

India Knight

Feeling poor because of the credit crunch? Feeling guilty because of global warming? This title shows you: how to make wonderful dinners with very little money; how to dress on a budget and still look fabulous; how to make friends - and start sharing - with your neighbours; and, how to holiday imaginatively - with barely a carbon footprint.

Sample

Frank Cooper

Positive Service Gets Positive Results— Every Time!Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today's hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-you activists—and send your business spiraling.The Customer Signs Your Paycheck reveals the secret to ensuring customer contentment during every interaction. Inside, Frank Cooper examines the elements at the heart of quality customer service, which begin with selfawareness and confidence. You'll learn: The 10 commandments for customer relations Eight habits to help you get ahead The easiest way to handle customer complaints A simple method for remembering namesYou'll immediately take note of dramatic changes in the way you deal with difficult personalities, customer complaints, and other challenges that come with the territory.Why drive customers to the competition? It really is easy to provide superb service, even when dealing with today's highly empowered and demanding customer.

Sample

Jerry Acuff with Wally Wood

Get the relationship edge The Relationship Edge shows you exactly how to build valuable business relationships with people you don't naturally connect with. It presents a straightforward, three-step process that is easy to apply to your work and business. Jerry Acuff provides real-world principles for developing strong and lasting personal relationships with the key people in your business life, helping you become more effective and persuasive while maintaining meaningful, truthful dialogues with those around you. Acuff shows how the more truthful and direct you are with customers and colleagues, the more truthful they'll be with you-and the more likely you are to find meaningful solutions to the business challenges you share. This revised edition includes new information on building and leveraging healthy business relationships, especially how to maintain them over the long term. With real case studies and step-by-step guidance, The Relationship Edge offers the tools and advice you need to develop strong, rewarding relationships with customers, coworkers, and managers. With practical, concrete information on the mechanics of interpersonal relationships in the business world, you'll be well on your way to doing business better and more productively. "A great coaching tool for every sales manager-finally, a book that outlines step by step how to build both strong customer and personal relationships." --John M. Woychick, Senior Vice President, Training, Pfizer Pharmaceuticals "Time and time again, Jerry Acuff's approach to selling has been proven to work. A must-read for those who believe that successful selling is a part of their everyday life." --Georges Gemayel, Executive Vice President, Genzyme Corporation