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Author: Nikolaos Zormpas
Publisher: Zormpas, Nikolaos
ISBN: 9786188587816
Category : Business & Economics
Languages : en
Pages : 316
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Book Description
Are you ready for AMAZING Customer Service & Experience? What about EXCEPTIONAL Service Delivery? Do you want to see your customers returning back Again & Again? If so, then this is the book for you!!! No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they're giving you a chance to make it up to them instead of just taking their business elsewhere. It's also a chance to learn what areas in your business may be problematic and need fixing. You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference. In Customer Escalations Management: The Golden Recipe, you will discover: ◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers. ◆ How to handle customer complaints seamlessly to ensure no cases get dropped. ◆ Why customer escalations can actually be a boon to your company. ◆ How a company's leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction. And much, much more! No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas' Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention. If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then scroll up and click the Buy now button right now.
Author: Nikolaos Zormpas
Publisher: Zormpas, Nikolaos
ISBN: 9786188587816
Category : Business & Economics
Languages : en
Pages : 316
Get Book
Book Description
Are you ready for AMAZING Customer Service & Experience? What about EXCEPTIONAL Service Delivery? Do you want to see your customers returning back Again & Again? If so, then this is the book for you!!! No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they're giving you a chance to make it up to them instead of just taking their business elsewhere. It's also a chance to learn what areas in your business may be problematic and need fixing. You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference. In Customer Escalations Management: The Golden Recipe, you will discover: ◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers. ◆ How to handle customer complaints seamlessly to ensure no cases get dropped. ◆ Why customer escalations can actually be a boon to your company. ◆ How a company's leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction. And much, much more! No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas' Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention. If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then scroll up and click the Buy now button right now.
Author: Nikolaos Zormpas
Publisher: Nikolaos Zormpas
ISBN: 6188587808
Category : Business & Economics
Languages : en
Pages : 209
Get Book
Book Description
Are you ready for AMAZING Customer Service & Experience? What about EXCEPTIONAL Service Delivery? Do you want to see your customers returning back Again & Again? If so, then this is the book for you!!! No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they're giving you a chance to make it up to them instead of just taking their business elsewhere. It's also a chance to learn what areas in your business may be problematic and need fixing. You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference. In Customer Escalations Management: The Golden Recipe, you will discover: ◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers. ◆ How to handle customer complaints seamlessly to ensure no cases get dropped. ◆ Why customer escalations can actually be a boon to your company. ◆ How a company's leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction. And much, much more! No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas' Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention. If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then grab your copy now! Editorial Reviews Review "Your response, when things don't go right for customers, is essential to rebuilding trust and gaining loyalty. From the power of acknowledgement, an apology to the processes needed for great customer escalation management - this book by Nikolaos Zormpas is a must-read, must gift, must implement. Hands down Nikolaos' book will help you rebuild trust and grow customer loyalty." By Jason S Bradshaw, Global Customer Experience Guru, Best Selling Author and Executive -------------------------------------------------------------------------------------- "There are many audiences that can benefit from the systems and wisdom captured in "Customer Escalations Management." Nikolaos does a wonderful job demystifying where negative customer perceptions are likely to come from, and how to address these situations strategically. Implementing the principles in this book are sure to enhance both the Customer and the Employee experience inside of your organization." By Nate Brown, Founder of CX Accelerator -------------------------------------------------------------------------------------- "Nikolaos' book is a must have tool for any company wanting to thrive in customer satisfaction and retention. Make sure to add the ingredients of his golden recipe to your arsenal." By Chip Conley - Founder, Modern Elder Academy -------------------------------------------------------------------------------------- "This book teaches everyone on your team how to be a zero risk to do business with. Every company drops the ball from time to time, the great companies anticipate it, fix it and end up making those customers more loyal as a result." By John R. DiJulius III author of The Relationship Economy -------------------------------------------------------------------------------------- "Nikolaos delivers clear advice and recommended steps to take to ensure customer service responds correctly with his Golden Recipe. I recommend this book to every company wanting to improve its customer satisfaction." By Mike Feldman, Xerox's EVP and President of Americas Operations and Global Document Services -------------------------------------------------------------------------------------- "Nikolaos' Golden Recipe is not just a book...it's a powerful set of actionable tools and advice that any leader aiming for customer excellence can apply." By Jill Griffin, Best Selling Author: Customer Loyalty: How To Earn It, How To Keep It -------------------------------------------------------------------------------------- "This book is a must-read for everyone who wants to thrive at customer service, success and retention. It brings together the required tools and information under a Golden Recipe for success." By Shep Hyken, New York Times bestselling author of The Amazement Revolution -------------------------------------------------------------------------------------- "Nikolaos in his book explains, from the ground to the top, why customers are right even when they're not. He also justifies why clear vision, distributed strategy and on the job training are the secret ingredients of success. A must read and re-read." By Dr. Theodore N. Krintas, Koubaras Ltd Founder & CEO -------------------------------------------------------------------------------------- "I really enjoyed this book. The message is simple, clear and straight to the point. Complaint management is covered from start to finish, with practical no-nonsense advice. The author gives you all the tools to defuse customers frustration and even improve their trust and loyalty toward your brand. A must read for anyone in customer service." By Daniel Lafrenière, Omnichannel Customer Experience Strategist -------------------------------------------------------------------------------------- "Golden recipe is simple to follow, yet incredibly powerful. Nikolaos does an amazing job at showcasing what many would consider to be a bad thing (customer escalating) to be valuable learning moments. Read the book end to end or use chapters as golden nuggets, I would recommend it to anyone who has to deal with customers." By Philippe Mathijs, Founder of Reach Outstanding, Award Winning Global Executive Coach for Leaders and Managers -------------------------------------------------------------------------------------- "All leaders and managers need to read Customer Escalations Management. This well-written, easily accessible book provides powerful and practical tools to develop systems and organizational competencies that will turn service breakdowns into customer experience breakthroughs. When you leverage the power of Customer Escalations Management, your team members and customers will thank you!" By Joseph Michelli, Ph.D. - New York Times #1 Bestselling author of books like Stronger Through Adversity, The Airbnb Way, and The Starbucks Experience -------------------------------------------------------------------------------------- "Customer Escalations Management is a deeply human approach to a less and less humanized world. Nicely written, pleasantly read, it will give you a fresh insight in people dynamics that seal customer interaction." By Artemios Miropoulos, CEO Linkage Greece & Cyprus, Inspirational Speaker, Author: The Nameless King-25 Stories of Leadership from Ancient Greece -------------------------------------------------------------------------------------- "Nikolaos does a really great job of summarising why customers complain, why issues are too often escalated, when that needn't be the case and what businesses can do to deliver more effective levels of customer service and better outcomes for customers." By Martin Newman, The Consumer Champion -------------------------------------------------------------------------------------- "Customer Escalations Management, the Golden Recipe is a book packed with useful tips, dos and don'ts, examples, and warnings. You'll find yourself taking lots of notes and maybe even cringing at some of the books insightful comments about dealing with upset customers, being empathetic, and building the right support processes. All in all, a book that everyone responsible for and supporting customer experience should read and heed!" By Bill Price, President of Driva Solutions -------------------------------------------------------------------------------------- "The essential guide to successfully and profitably resolving escalations in customer support, generously created by customer experience expert Nikolaos Zormpas." By Micah Solomon, Customer service consultant and author of "Ignore Your Customers (and they'll go away)" -------------------------------------------------------------------------------------- "As a Best-selling Customer Experience author, and CX Consultant I will widely recommend Customer Escalations Management to my clients. Author Nikolaos Zormpas takes a smart and practical approach towards turning upset customers into customers for life, that makes this straightforward book a must read for all customer experience and customer service leaders." By Nicholas J Webb, CEO goleaderlogic.com, Author of What Customers Crave, and What Customers Hate
Author: Marci Reynolds
Publisher: Independently Published
ISBN:
Category :
Languages : en
Pages : 68
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Book Description
Customer escalations are on the mind of many support leaders today. They can take up a significant amount of time, negatively impact business results and can have a morale impact on employees. Escalations are stressful.This handbook will help you learn: Escalation process best practices; How to prevent escalations; How and when call center agents should transfer an escalation call; Approaches to understand why customers escalate; How to train and empower your team members; Key phrases and scripting for effectively handling escalation conversations; Why escalations can be a good thing; How to keep your boss and the C Levels happy; The importance of follow up.Prevent and manage complaints and customer escalations. Achieve the best outcomes for customers, employees and your business.
Author: Kevin Freiberg
Publisher: Crown Currency
ISBN: 0307485749
Category : Business & Economics
Languages : en
Pages : 290
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Book Description
Kevin and Jackie Freiberg’s previous book, Nuts!: Southwest Airline’s Crazy Recipe for Business and Personal Success, described the unconventional leadership that made Southwest an airline industry dynamo. In GUTS!, the Freibergs look at twenty-five gutsy and extraordinarily successful businesses and introduce the chief executives who are creating a new corporate ethos that blows the doors off business-as-usual. Drawing on five years of research, the Freibergs provide a behind-the-scenes look at these intensely focused, passionate, and unconventional leaders and their companies. Among them: • James Blanchard, CEO of Synovus Financial, a financial services giant with more than 16 billion dollars in assets • Roy Spence, Jr., President of GSD&M Advertising, which AdWeek magazine named Southwest Agency of the Year seven times • James Goodnight of SAS, a world leader in intelligence software Although the leaders in the book represent a wide-range of industries, they share a common vision: They see business as a heroic cause and understand that good leadership isn’t a matter of position, but of influence. They reject hierarchical rules, rituals, and expectations, and have replaced in-the-box management with a culture based on passion and innovation. They regard their employees not as “human resources,” but as individuals with unique gifts and talents. And make everyone in the company responsible for the company’s brand and culture. An exciting follow-up to Nuts!, which has sold nearly 500,000 copies in hardcover and paperback, GUTS! proves that it is possible to have fun, live your values, and still make money.
Author: Robin Sharma
Publisher: HarperCollins
ISBN: 1443456632
Category : Self-Help
Languages : en
Pages : 356
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Book Description
Legendary leadership and elite performance expert Robin Sharma introduced The 5am Club concept over twenty years ago, based on a revolutionary morning routine that has helped his clients maximize their productivity, activate their best health and bulletproof their serenity in this age of overwhelming complexity. Now, in this life-changing book, handcrafted by the author over a rigorous four-year period, you will discover the early-rising habit that has helped so many accomplish epic results while upgrading their happiness, helpfulness and feelings of aliveness. Through an enchanting—and often amusing—story about two struggling strangers who meet an eccentric tycoon who becomes their secret mentor, The 5am Club will walk you through: How great geniuses, business titans and the world’s wisest people start their mornings to produce astonishing achievements A little-known formula you can use instantly to wake up early feeling inspired, focused and flooded with a fiery drive to get the most out of each day A step-by-step method to protect the quietest hours of daybreak so you have time for exercise, self-renewal and personal growth A neuroscience-based practice proven to help make it easy to rise while most people are sleeping, giving you precious time for yourself to think, express your creativity and begin the day peacefully instead of being rushed “Insider-only” tactics to defend your gifts, talents and dreams against digital distraction and trivial diversions so you enjoy fortune, influence and a magnificent impact on the world Part manifesto for mastery, part playbook for genius-grade productivity and part companion for a life lived beautifully, The 5am Club is a work that will transform your life. Forever.
Author: Robin J. Hickson
Publisher: SME
ISBN: 0873354036
Category : Technology & Engineering
Languages : en
Pages : 666
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Book Description
Before You Ever Put the First Shovel in the Ground—This Book Could Be the Difference Between a Successful Mining Operation and a Money Pit Opening a successful new mine is a vastly complex undertaking entailing several years and millions to billions of dollars. In today’s world, when environmental and labor policies, regulatory compliance, and impact on the community must be factored in, you cannot afford to make a mistake. So the Society for Mining, Metallurgy & Exploration has created this road map for you. Written by two hands-on, in-the-trenches mining project managers with decades of experience who bring some of the world’s most successful, profitable mines into operation on time, within budget, and ethically, Project Management for Mining gives you step-by-step instructions in every process you are likely to encounter. Beginning with a discussion of mining ethics and governance, this clearly written handbook walks you through all the project management steps—defining the scope, performing prefeasibility and feasibility studies, gaining societal acceptance, minimizing the impact and risks, creating workable schedules and budgets, setting in place the project execution plan, assembling the human resources, hiring the contractors, and establishing project controls—and then on into the delivery of the engineering and design, construction, progress reviews, pre-launch commissioning, and ramping up for operation. Each chapter includes several useful aids such as figures, checklists, and flowcharts to guide you through every step, from conception through successful opening.
Author: Linda Weintraub
Publisher: Univ of California Press
ISBN: 0520273613
Category : Art
Languages : en
Pages : 380
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Book Description
This title documents the burgeoning eco art movement from A to Z, presenting a panorama of artistic responses to environmental concerns, from Ant Farms anti-consumer antics in the 1970s to Marina Zurkows 2007 animation that anticipates the havoc wreaked upon the planet by global warming.
Author: Brad Stone
Publisher: Little, Brown
ISBN: 0316219258
Category : Business & Economics
Languages : en
Pages : 387
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Book Description
The authoritative account of the rise of Amazon and its intensely driven founder, Jeff Bezos, praised by the Seattle Times as "the definitive account of how a tech icon came to life." Amazon.com started off delivering books through the mail. But its visionary founder, Jeff Bezos, wasn't content with being a bookseller. He wanted Amazon to become the everything store, offering limitless selection and seductive convenience at disruptively low prices. To do so, he developed a corporate culture of relentless ambition and secrecy that's never been cracked. Until now. Brad Stone enjoyed unprecedented access to current and former Amazon employees and Bezos family members, giving readers the first in-depth, fly-on-the-wall account of life at Amazon. Compared to tech's other elite innovators -- Jobs, Gates, Zuckerberg -- Bezos is a private man. But he stands out for his restless pursuit of new markets, leading Amazon into risky new ventures like the Kindle and cloud computing, and transforming retail in the same way Henry Ford revolutionized manufacturing. The Everything Store is the revealing, definitive biography of the company that placed one of the first and largest bets on the Internet and forever changed the way we shop and read.
Author: Betsy Beyer
Publisher: "O'Reilly Media, Inc."
ISBN: 1492029459
Category : Computers
Languages : en
Pages : 512
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Book Description
In 2016, Google’s Site Reliability Engineering book ignited an industry discussion on what it means to run production services today—and why reliability considerations are fundamental to service design. Now, Google engineers who worked on that bestseller introduce The Site Reliability Workbook, a hands-on companion that uses concrete examples to show you how to put SRE principles and practices to work in your environment. This new workbook not only combines practical examples from Google’s experiences, but also provides case studies from Google’s Cloud Platform customers who underwent this journey. Evernote, The Home Depot, The New York Times, and other companies outline hard-won experiences of what worked for them and what didn’t. Dive into this workbook and learn how to flesh out your own SRE practice, no matter what size your company is. You’ll learn: How to run reliable services in environments you don’t completely control—like cloud Practical applications of how to create, monitor, and run your services via Service Level Objectives How to convert existing ops teams to SRE—including how to dig out of operational overload Methods for starting SRE from either greenfield or brownfield
Author: Hilary Cooper
Publisher: Cambridge University Press
ISBN: 1009005200
Category : Business & Economics
Languages : en
Pages : 449
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Book Description
Reveals the deep roots of the UK's lack of resilience when COVID-19 hit and sets out an ambitious manifesto for change.
