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Author: Charlotte Purvis
Publisher: Write Way Publishing Company
ISBN: 9781946425683
Category :
Languages : en
Pages : 172
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Book Description
A Tried, True, and Tested Formula to Increase Customer Satisfaction and Boost Your Brand One conversation with a client changed everything for the author, Charlotte Purvis: "We do not want the people answering the phones to sound like they are just sitting around at home talking to their family and friends." That statement was the catalyst for Charlotte Purvis to develop the 3-F Customer Communication Formula. Friendly + Formal + Focused = Customer Service Success This Formula helped her clients create an environment where Customer Service Professionals (CSPs) spoke in a manner that customers would know they were contacting a Best-in-Class Contact Center, instead of someone sitting at home chatting on the phone with their family and friends. That conversation with the client was over 20 years ago, and since then Charlotte Purvis has coached and trained hundreds of Customer Service Professionals using her 3-F Customer Service Formula. As a result, literally millions of customers have benefited from the service they've received based on this formula. "Customer Service Professionals" include advisors, agents, consultants, assistants, specialists, representatives, coordinators, sales enrollment specialists, and basically anyone who communicates with customers. In a world that is becoming increasingly more competitive, when anyone can start a business with a website and a product idea, and when more customers are buying online than ever before, outstanding customer service will set you apart from your competition. There is no question that investing in improving your customer service will pay dividends in the long term. This book is for Customer Service Professionals, Corporate Leaders, Small Business Owners, Faith Community Leaders, Managers, Supervisors, Trainers, Coaches, Subject Matter Experts, Government Agencies, Non-profit Organizations, and anyone interested in customer communication and customer service success. Here's some of what you will discover in this book: Three key words that Customer Service Professionals and Leaders need to know-and that have been successfully used to assist millions of customers. The Three Phases of Customer Interactions-Connection, Conversation, and Closure-and how to apply the 3-F Formula to each phase. How to speak the language of customer service, manage challenging situations, and offer each customer an excellent experience. 10 Statements Every Organization Needs in order to develop a custom approach to Customer Service. How to provide Extreme Customer Service, especially during a global crisis. Success Stories about how the 3-F Customer Communication Formula has helped clients reach and exceed their customer service goals. The Charlotte Purvis Story about how she took lessons learned in her beloved Tuscaloosa, Alabama, and from her years of client engagements to develop a formula that not only benefits customers but also helps her clients advance in their personal and professional lives. And More! This book is really two books in one. Part 1 is for Customer Service Professionals (CSPs) and part 2 is for Customer Service Leaders. Lots of CSPs move on to roles of additional leadership and this book prepares them for that next level. If you're ready to start looking at the world through the eyes of your customers and take your business to the next level by delivering the best-in-class customer service, then click the BUY NOW button and let's take this journey together.
Author: Charlotte Purvis
Publisher: Write Way Publishing Company
ISBN: 9781946425683
Category :
Languages : en
Pages : 172
Get Book Here
Book Description
A Tried, True, and Tested Formula to Increase Customer Satisfaction and Boost Your Brand One conversation with a client changed everything for the author, Charlotte Purvis: "We do not want the people answering the phones to sound like they are just sitting around at home talking to their family and friends." That statement was the catalyst for Charlotte Purvis to develop the 3-F Customer Communication Formula. Friendly + Formal + Focused = Customer Service Success This Formula helped her clients create an environment where Customer Service Professionals (CSPs) spoke in a manner that customers would know they were contacting a Best-in-Class Contact Center, instead of someone sitting at home chatting on the phone with their family and friends. That conversation with the client was over 20 years ago, and since then Charlotte Purvis has coached and trained hundreds of Customer Service Professionals using her 3-F Customer Service Formula. As a result, literally millions of customers have benefited from the service they've received based on this formula. "Customer Service Professionals" include advisors, agents, consultants, assistants, specialists, representatives, coordinators, sales enrollment specialists, and basically anyone who communicates with customers. In a world that is becoming increasingly more competitive, when anyone can start a business with a website and a product idea, and when more customers are buying online than ever before, outstanding customer service will set you apart from your competition. There is no question that investing in improving your customer service will pay dividends in the long term. This book is for Customer Service Professionals, Corporate Leaders, Small Business Owners, Faith Community Leaders, Managers, Supervisors, Trainers, Coaches, Subject Matter Experts, Government Agencies, Non-profit Organizations, and anyone interested in customer communication and customer service success. Here's some of what you will discover in this book: Three key words that Customer Service Professionals and Leaders need to know-and that have been successfully used to assist millions of customers. The Three Phases of Customer Interactions-Connection, Conversation, and Closure-and how to apply the 3-F Formula to each phase. How to speak the language of customer service, manage challenging situations, and offer each customer an excellent experience. 10 Statements Every Organization Needs in order to develop a custom approach to Customer Service. How to provide Extreme Customer Service, especially during a global crisis. Success Stories about how the 3-F Customer Communication Formula has helped clients reach and exceed their customer service goals. The Charlotte Purvis Story about how she took lessons learned in her beloved Tuscaloosa, Alabama, and from her years of client engagements to develop a formula that not only benefits customers but also helps her clients advance in their personal and professional lives. And More! This book is really two books in one. Part 1 is for Customer Service Professionals (CSPs) and part 2 is for Customer Service Leaders. Lots of CSPs move on to roles of additional leadership and this book prepares them for that next level. If you're ready to start looking at the world through the eyes of your customers and take your business to the next level by delivering the best-in-class customer service, then click the BUY NOW button and let's take this journey together.
Author: Shari Harley
Publisher: Greenleaf Book Group
ISBN: 1608325598
Category : Business & Economics
Languages : en
Pages : 177
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Book Description
Take charge of your career by taking charge of your business relationships and communication skills. We all know how it feels when our colleagues talk about us but not to us. It's frustrating, and it creates tension. When effective communication is missing in the workplace, employees feel like they're working in the dark. Leaders don't have crucial conversations; managers are frustrated when outcomes are not what they expect; and employees often don’t get positive feedback or constructive feedback. Many of us remain passive against poor communication habits and communication barriers, hoping that business communication will miraculously improve--but it won't. Business communication and relationships won’t improve without skills and effort. The people you work with can work with you, around you, or against you. How people work with you depends on the business relationships you cultivate. Do your colleagues trust you? Can they speak openly to you when projects and tasks go awry? Do you have effective communication skills? Take charge of your career by eliminating communication barriers and taking charge of your business relationships. Make your work environment less tense and more productive by improving communication skills. Set relationship expectations, work with people how they like to work, and give positive feedback and constructive feedback. In How to Say Anything to Anyone, you'll learn how to: - ask for what you want at work - improve communication skills - strengthen all types of working relationships - reduce the gossip and drama in your office - tell people when you’re frustrated and have difficult conversations in a way that resonates - take action on your ideas and feelings - get honest positive feedback and constructive feedback on your performance Harley shares the real-life stories of people who have struggled to get what they want at work. With her clear and specific business communication roadmap in hand, Harley enables you to improve communication skills and create the career and business relationships you really want--and keep them.
Author: Vipresh Dwivedi
Publisher: Independently Published
ISBN:
Category :
Languages : en
Pages : 0
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Book Description
"The Customer Equation" is a comprehensive book that equips businesses with the knowledge, strategies, and tools to cultivate meaningful customer relationships and drive business success in the digital age. From understanding customer needs and expectations to delivering exceptional experiences, this guide covers a wide range of topics essential for creating a customer-centric culture. With practical advice, real-world examples, and actionable insights, readers will learn how to build trust, foster loyalty, and exceed customer expectations. The book explores the importance of personalized marketing, effective communication, and continuous improvement in enhancing customer experiences. It also delves into the power of social media, online reputation management, and leveraging technology for customer engagement and support. From small startups to established enterprises, this guide is suitable for businesses across industries looking to enhance customer relationships, drive customer success, and achieve remarkable business growth. Whether you're a business owner, manager, or customer service professional, "The Customer-Centric Guide" will empower you to develop a customer-centric mindset and implement strategies that make a positive impact on your customers and bottom line. Key Topics: Understanding customer needs and expectations Mapping the customer journey and enhancing touchpoints Effective customer communication and feedback management Delivering exceptional customer experiences through personalization Building trust, loyalty, and customer advocacy Implementing customer success strategies and aligning with business goals Leveraging technology for enhanced customer interactions Managing online reputation and utilizing social media for brand building Effective complaint handling and conflict resolution Aligning sales and marketing efforts with customer preferences Measuring customer satisfaction and loyalty "The Customer Equation" is a valuable resource for any business seeking to thrive in today's customer-driven marketplace by putting customers at the heart of their strategies and operations.
Author: Ryan Levesque
Publisher: Hay House, Inc
ISBN: 1401958796
Category : Business & Economics
Languages : en
Pages : 217
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Book Description
The go-to guide for small-business owners and entrepreneurs to discover exactly what consumers want to buy and how to get it to them. As a small-business owner, entrepreneur, or marketer, are you absolutely certain that you know what your customer wants? And even if you know what your customer wants, are you sure that you are able to clearly communicate that you offer the exact thing that they are seeking? In this best-selling book, Ryan Levesque lays out his proven, repeatable, yet slightly counterintuitive, methodology for understanding the core wants and motivations of your customer. Levesque's Ask Method provides a way to discover what customers want to buy by guiding them through a series of questions and customizing a solution from them so they are more likely to purchase from you. And all through a completely automated process that does not require one-on-one conversations with every single customer. The Ask method has generated over $100 million in online sales across 23 different industries and counting. Now it is your turn to use it to create a funnel, skyrocket your online income, and create a mass of dedicated fans for you and your company in the process.
Author: Don E. Schultz
Publisher: Assn of National Advertisers
ISBN: 9781563180538
Category : Business & Economics
Languages : en
Pages : 180
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Book Description
Author: Mark Roberge
Publisher: John Wiley & Sons
ISBN: 1119047072
Category : Business & Economics
Languages : en
Pages : 227
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Book Description
Use data, technology, and inbound selling to build a remarkable team and accelerate sales The Sales Acceleration Formula provides a scalable, predictable approach to growing revenue and building a winning sales team. Everyone wants to build the next $100 million business and author Mark Roberge has actually done it using a unique methodology that he shares with his readers. As an MIT alum with an engineering background, Roberge challenged the conventional methods of scaling sales utilizing the metrics-driven, process-oriented lens through which he was trained to see the world. In this book, he reveals his formulas for success. Readers will learn how to apply data, technology, and inbound selling to every aspect of accelerating sales, including hiring, training, managing, and generating demand. As SVP of Worldwide Sales and Services for software company HubSpot, Mark led hundreds of his employees to the acquisition and retention of the company's first 10,000 customers across more than 60 countries. This book outlines his approach and provides an action plan for others to replicate his success, including the following key elements: Hire the same successful salesperson every time — The Sales Hiring Formula Train every salesperson in the same manner — The Sales Training Formula Hold salespeople accountable to the same sales process — The Sales Management Formula Provide salespeople with the same quality and quantity of leads every month — The Demand Generation Formula Leverage technology to enable better buying for customers and faster selling for salespeople Business owners, sales executives, and investors are all looking to turn their brilliant ideas into the next $100 million revenue business. Often, the biggest challenge they face is the task of scaling sales. They crave a blueprint for success, but fail to find it because sales has traditionally been referred to as an art form, rather than a science. You can't major in sales in college. Many people question whether sales can even be taught. Executives and entrepreneurs are often left feeling helpless and hopeless. The Sales Acceleration Formula completely alters this paradigm. In today's digital world, in which every action is logged and masses of data sit at our fingertips, building a sales team no longer needs to be an art form. There is a process. Sales can be predictable. A formula does exist.
Author: Terri Levine, PhD
Publisher: Morgan James Publishing
ISBN: 1631953761
Category : Business & Economics
Languages : en
Pages : 149
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Book Description
The Conversion Equation is a no-nonsense guide for business owners to ensure their business gets more prospects, closes more sales, and makes more money immediately. Times have moved on, yet businesses haven’t changed their sales and marketing. Buyers are more knowledgeable and the traditional lead generation techniques of direct mail, exhibitions, telemarketing are no longer effective. The days of persuasion selling are gone while 61% of business owners say lead generation is their top challenge. Most businesses are doing marketing all wrong and wasting valuable time, spending hard-earned money, and using up limited energy on marketing that is not proven and does not work. In The Conversion Equation, best-selling author Dr. Terri Levine shares a proven process that has grown 8 multi-million-dollar businesses for her personally and has helped more than 6,000 business owners worldwide. She shows what is being done wrong in marketing and how to quickly shift to what works that is little known by almost all business owners. The Conversion Equation provides a process that can grow any business in any environment or situation. Terri teaches how to first have the right inner mindset, framework, and beliefs to generate qualified leads and have them close themselves. She combines her knowledge of human behavior and blends it with her Conversion Equation. The unique approach of this information is why her clients create more income fast.
Author: Robert L. Finder
Publisher: FT Press
ISBN: 0133017915
Category : Business & Economics
Languages : en
Pages : 209
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Book Description
Today, financial clients are profoundly skeptical. They’ve been burned. Their consultants and advisors talk too much, use too much confusing technical jargon, work from too many boilerplate scripts, repeat too many generic caveats and useless disclaimers. Above all, clients say, their advisors don’t listen well, and don’t link their own needs and views to the recommendations they present. To succeed in today’s radically new environment, financial advisors must first transform the way they communicate. In The Financial Professional’s Guide to Communication, one of the world’s leading experts on the financial client relationship shows them how to do precisely that. Drawing on his experience training elite financial professionals worldwide, Bob Finder shows how to actively listen, speak plainly with precision and passion, and engage clients with uncommon effectiveness. Finder demonstrates how to focus relentlessly on what matters most to each individual client, and then deliver intensely relevant recommendations with clarity and impact, in your own voice. You’ll learn how to bring imagination, creativity, and even entertainment to your presentations and conversations, and use constructive criticism to keep improving with every new client meeting. Using these proven techniques, you can deliver truly extraordinary levels of professionalism and service, gain the powerful new competitive edge you’re desperately searching for – and earn equally powerful rewards for yourself.
Author: Spring Asher
Publisher: John Wiley & Sons
ISBN: 9780471141921
Category : Business & Economics
Languages : en
Pages : 246
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Book Description
A quick and easy formula for selling your product, your service, yourself, that gets results..guaranteed Whatever you have to sell, be it product or service, this book will show how to create the perfect presentation and nail the sale. Written by the experts at Speechworks, this book arms the huge and guidance-hungry market of salespeople, business presenters, and entrepreneurs with a fool-proof formula for making the perfect pitch every time, whether they're talking to one person or an audience of thousands. With this book you'll find: * A proven formula for organizing your thoughts for clarity and impact * Visualization techniques that help you find the most compelling language and anecdotes to captivate even the toughest audiences * Surefire techniques for increasing your physical presence and personal persuasiveness SPRING ASHER and WICKE CHAMBERS (Atlanta, Georgia) are partners of Chambers & Asher Speechworks. They are also columnists for The Atlanta Journal/Constitution. For their work as TV producers they have received six Emmy Awards and the Best of Gannet Award for New Programming. The A to Z guide to making a flawless business presentation. Thirty-three million business presentations are made each day, most of them by people whose number one fear is public speaking. This is the complete guide to creating winning business presentations and making the perfect pitch. It includes a step-by-step guide that makes it easy to persuade the listener, develop evidence that sells, and create visuals that reinforce the message. The authors train several thousand executives each year from organizations including MCI, Georgia-Pacific and UPS. * Offers a foolproof formula: finding the hook, the incentive, and the style to sell anything to anyone. Spring Asher and Wicke Chambers (both of Atlanta, GA) are partners of Chambers & Asher Speechworks, an organization providing communications consulting services to business professionals and executives.
Author: Ike K. Lasater
Publisher: Shambhala Publications
ISBN: 1645471047
Category : Self-Help
Languages : en
Pages : 177
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Book Description
Drawing from Buddhist and yogic precepts, this practical guide offers tools for becoming a better, more compassionate communicator at home, at work, and in the world Have you ever tried to tell someone what you want only to feel misunderstood and frustrated? Or hesitated to ask for what you needed because you didn't want to burden the other person? Or been stuck in blame or anger that wouldn't go away? Judith and Ike Lasater, long-term students of yoga and Buddhism, experienced dilemmas like these, too. Even though they had studied the yoga principle of satya (truth) and the Buddhist precept of right speech, it was not until they began practicing Marshall Rosenberg's techniques of Nonviolent Communication (NVC) that they understood how to live satya and right speech. In What We Say Matters, Judith and Ike describe their journey through NVC and how speech becomes a spiritual practice based on giving and receiving with compassion—everywhere, all the time—whether at home, at work, or in the world. Their writing is deeply personal, punctuated by their recounts of trial and error, success and failure, laughter and challenge—even in writing this book! They guide you through an introduction to NVC with clear explanations, poignant examples, suggested exercises, and helpful resources. With practice, you'll learn new ways to: • Extend empathy to yourself and others • Distinguish between feelings and needs • Make requests rather than demands • Choose connection over conflict • Create mutually satisfying outcomes
