Retail Customer Service Fundamentals 2nd Edition PDF Download
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Author: DMSRetail
Publisher: DMSRetail Inc.
ISBN: 0973914122
Category : Business & Economics
Languages : en
Pages : 57
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Book Description
Here is what you'll discover: Two perfect statements to make to a prospective employer which will win you the job hands down. Or, if you already have the job, these statements will make it obvious to anyone that you ‘get it’ with regard to customer service and you’ll move up fast. Page 7. The 3 really simple and common things you have to be really, really good at to make sure you stand out from the crowd. Page 30. The one simple move you can learn to make which ensures you will never fail to greet your customer – no matter what you are doing. Page 11. How to start building instant rapport with your customers in a comfortable, non-threatening way. Page 14. 7 things that you cannot say or do if you expect customers to respond favorably to you. Page 34. 7 rules of proper conduct to make sure you not only keep your job, but set a shining example for those around you. Page 29. 5 ways to spot team shoplifting in action. Page 27. How to be a customer service fanatic. Page 48. The important connection between customer satisfaction and your work ethic. Page 7. How to use ‘sales talk’ to your best advantage. Page 44. The clear difference between sales orientation and task orientation. Page 43. Avoiding the cookie cutter approach to customers. Page 38. 13 tips on how to make sure you present a great image to your customers. Page 32. 5 things to do when you encounter a suspected shoplifter. Page 27. 3 statements that will help your customer out of an embarrassing situation. Page 21. Tips on how to handle telephone calls like an expert. Page 24. 11 must do’s when it comes to store maintenance standards. Page 26. The 6 steps of the sales process, fully explained. Page 13. Explanations and examples of open ended questions. Page 14. 4 examples of closing statements. Page 17. When to stop trying to overcome the customers’ objections, and why. Page 16. The 7 basics of a positive shopping experience. Page 9. 10 ways that you can personally impact the positive shopping experience. Page 10. 2 amazing facts about customer complaints. Page 22. Learn the golden rule of Customer Service and when it does not apply. Page 7. Success tip for learning the basics of the sales process in a comfortable, no anxiety way. Page 17. 6 ways to become an expert in handling multiple customers at the same time. Page 19. The 3 main ways to show customers that you value their time. Page 20. 2 things that must be done, at the check-out, to ensure that you leave a great lasting impression. Page 22. Learn how to know the difference between shoppers who are customers and shoppers who are not. Page 8 And so much more...
Author: DMSRetail
Publisher: DMSRetail Inc.
ISBN: 0973914122
Category : Business & Economics
Languages : en
Pages : 57
Get Book Here
Book Description
Here is what you'll discover: Two perfect statements to make to a prospective employer which will win you the job hands down. Or, if you already have the job, these statements will make it obvious to anyone that you ‘get it’ with regard to customer service and you’ll move up fast. Page 7. The 3 really simple and common things you have to be really, really good at to make sure you stand out from the crowd. Page 30. The one simple move you can learn to make which ensures you will never fail to greet your customer – no matter what you are doing. Page 11. How to start building instant rapport with your customers in a comfortable, non-threatening way. Page 14. 7 things that you cannot say or do if you expect customers to respond favorably to you. Page 34. 7 rules of proper conduct to make sure you not only keep your job, but set a shining example for those around you. Page 29. 5 ways to spot team shoplifting in action. Page 27. How to be a customer service fanatic. Page 48. The important connection between customer satisfaction and your work ethic. Page 7. How to use ‘sales talk’ to your best advantage. Page 44. The clear difference between sales orientation and task orientation. Page 43. Avoiding the cookie cutter approach to customers. Page 38. 13 tips on how to make sure you present a great image to your customers. Page 32. 5 things to do when you encounter a suspected shoplifter. Page 27. 3 statements that will help your customer out of an embarrassing situation. Page 21. Tips on how to handle telephone calls like an expert. Page 24. 11 must do’s when it comes to store maintenance standards. Page 26. The 6 steps of the sales process, fully explained. Page 13. Explanations and examples of open ended questions. Page 14. 4 examples of closing statements. Page 17. When to stop trying to overcome the customers’ objections, and why. Page 16. The 7 basics of a positive shopping experience. Page 9. 10 ways that you can personally impact the positive shopping experience. Page 10. 2 amazing facts about customer complaints. Page 22. Learn the golden rule of Customer Service and when it does not apply. Page 7. Success tip for learning the basics of the sales process in a comfortable, no anxiety way. Page 17. 6 ways to become an expert in handling multiple customers at the same time. Page 19. The 3 main ways to show customers that you value their time. Page 20. 2 things that must be done, at the check-out, to ensure that you leave a great lasting impression. Page 22. Learn how to know the difference between shoppers who are customers and shoppers who are not. Page 8 And so much more...
Author: Chris Thomas
Publisher: Wiley
ISBN: 9780471723240
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager's natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.
Author: Shep Hyken
Publisher: Greenleaf Book Group
ISBN: 1626340102
Category : Business & Economics
Languages : en
Pages : 249
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Book Description
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Author: Bob Phibbs
Publisher: John Wiley & Sons
ISBN: 0470587172
Category : Business & Economics
Languages : en
Pages : 279
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Book Description
It's one of the toughest economies in years, but don't fear-the doctor is in Are you among the thousands of retailers frustrated by market challenges and looking for ways to take control of your business? Are you looking for the advice of an expert consultant, but unable to spend the money? Then The Retail Doctor's Guide to Growing Your Business is for you. By providing a step-by-step approach to evaluate your current business practices, The Retail Doctor offers professional guidance Redesign your organizational structure Reap the maximum returns on your investment Keep your business financially healthy Following the advice in these pages will help you devise a sound strategy to accomplish your goals and outperform your competitors. You'll also gain clear insight into all areas of human resource management, sales training, merchandising methods, and marketing. While your competitors are looking for a magic bullet to solve their problems, with The Retail Doctor's Guide to Growing Your Business, you can be making changes that will guarentee enormous returns and financial success.
Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081441334X
Category : Business & Economics
Languages : en
Pages : 274
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Book Description
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Author: Anne Barnetson
Publisher:
ISBN: 9781925972030
Category : Booksellers and bookselling
Languages : en
Pages : 120
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Book Description
Join Customer Service Wolf and colleagues as they navigate the most awkward customer interactions imaginable, plus a few that are beyond imagination. From bookseller and artist Anne Barnetson comes this charming, hilarious and perfectly observed snapshot of life behind the counter.
Author: Sriram Dasu
Publisher: McGraw Hill Professional
ISBN: 0071809996
Category : Business & Economics
Languages : en
Pages : 241
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Book Description
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081442032X
Category : Business & Economics
Languages : en
Pages : 306
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Book Description
Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.
Author: Clate Mask
Publisher: John Wiley & Sons
ISBN: 0470642319
Category : Business & Economics
Languages : en
Pages : 243
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Book Description
Create the business you want without sacrificing the lifestyle you deserve The majority of new entrepreneurs (and even those with a little more experience) are finding themselves trapped, controlled, and consumed by their own businesses. They are struggling just to keep their businesses running, let alone actually growing their companies and experiencing the success they anticipated. Conquer the Chaos speaks to you as a small business owner by making sense of the overwhelming demands on your business and providing a twenty-first century recipe for success with sanity. With engaging stories, quotes, and examples, Conquer the Chaos leads you through the six strategies you can incorporate to bring order to your business today. Find the money, time, and freedom in entrepreneurship that inspired you in the first place Successfully juggle customers, prospects, management of employees, marketing, sales, accounting, and more Get from just surviving to growing your company and experiencing success Conquer the Chaos gives you the no-nonsense, ready-to-go guide that gets your business exactly where you want it to be.
Author: John R. DiJulius III
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814426972
Category : Business & Economics
Languages : en
Pages : 186
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Book Description
“Either you can decide to compete on price alone and pray you can maintain a cost structure to generate a profit, or you can provide magical moments that create value for your guests. . . . Throughout Secret Service, DiJulius demonstrates how to transform bland customer service standards into memorable customer experiences.”— from the foreword by Bill Capodagli and Lynn Jackson, coauthors of The Disney Way and Every Business Is Show Business How many successful businesses provide the kind of unforgettable client experience that keeps customers coming back time after time and year after year? John DiJulius has built his award-winning business around a customer service approach that has earned comparisons to Disney, Nordstrom, and other legendary customer experience pioneers. In Secret Service DiJulius reveals how to develop behind-the-scenes systems that will enable your business to * develop a great corporate culture that shows in the dedication and passion of your front-line people * “go deeper” with your existing customers * turn complaints into positive experiences * make each customer feel welcome, comfortable, important, and understood. DiJulius will teach you all the techniques that have catapulted his business to the top, making him one of the most sought-after service experts in America. By quantifying and examining each phase of the Customer Experience Cycle, Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.
