Calming Upset Customers (book)
How do you make your upset customers happy? What can you do to ensure upset customers will return, will be satisfied, and will refer others to you? Learn what upset customers want, how to calm them, and how to retain their business. Upset customers are a part of every organization. If they are responded to promptly and professionally they will become some of your most loyal customers. You’ll learn how to do this. Having sold over 250,000 copies, this business bestseller has been featured in/on 60 Minutes, USA Today, Oprah Winfrey, Home Office Computing, and National Public Radio, Singapore’s Straits Times, and many, many more media.
More information about this book
Download a sample chapter
Remarkable Customer Service … and Disservice: Case Studies and Discussions to Increase Your Customers’ Delight (Book)
This book is full of examples of superior customer service … and below par service. Following each example are questions to ask your team to prompt discussions of what went right — or wrong. Then you can decide how to use the lessons to improve your customers’ delight.
Download the first 10 pages
Recipe for Customer Service Success (MP3)
This entertaining and informative session gives you three key ingredients every manager needs to include in their own recipe for customer service success. The concepts are illustrated with relevant stories and examples. Learn how to mix up your own version of customer service success, how to define, match and exceed your customer’s expectations, how to reinforce and reward the behaviors you want repeated, and what to do if your customers have become “Nordstromized.” This program is taken from a live recording, with studio narrative mixed in.
Managers Discussion Guide Program
Make your staff meetings come alive in 20-30 minutes per month, with no prep by you! The Managers Discussion Guide Program focuses on 12 customer service topics.
“We are getting much better comments from our customer base and I attribute it to these sessions!” —Barbara Laskin
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Management and Inspiration