Kundeservice

Trust is the most basic quality at the heart of every relationship. We understand it naturally and our inner alarms go off when trust is damaged or absent. But most business leaders consider trust to be something intangible and difficult to quantify.This book clearly demonstrates that trust is both measurable and manageable. It offers a practical guide to building and protecting trust, and making it part of the balance sheet of every organization. Natalie Doyle Oldfield has spent years studying trust. She lays out a practical, step-by-step approach that will enable everyone from the CEO to the front line employee to thrive in a culture of trust.By taking a look at the science and research, case studies of trust broken and rebuilt, and the reflections of leading business figures, this book will show you how to create trusting relationships with customers, employees and stakeholders. It will show you how to make trust part of your core business strategy and how to make it pay off on the bottom line. "In this groundbreaking book you'll hear real case studies about why the businesses that operate on a strong foundation of trust and integrity, dramatically outperform. Better still, Natalie shows you, with results from her original research, how you can join their ranks!"Cathleen Fillmore Owner, Speakers Gold Bureau"Natalie changed the way we view our customers, our thought process and everything we do - we now see things in a different way. Since working with Natalie and implementing the Trust Building Model and the Client Trust Index(TM) we now have a customer performance metric and benchmark to measure customer experience."Kevin Pelley, CEO, Kohltech Windows and Entrance Systems"Natalie has coined the importance of trust and offers a toolbox to implement the thinking and strategy. This book is a not to be missed compendium relevant for negotiators, executive, leaders of government and the rest of us. I will certainly be using this book in my work."Keld Jensen, award winning author of The Trust Factor"Natalie's style immediately engages you with examples and best practices, spelling out just how leading companies have outpaced those in their industries by investing in their employees and customers."David Alston, Chief Innovation Officer, Introhive"Natalie Doyle Oldfield's well-researched and expertly crafted work takes you on a journey to understand the bottom line benefits of creating and managing trusting business relationships. The Power of Trust will stand out on bookshelves as one of the best business books published in recent years. It's balanced with what goes to the heart of what matters most "Trust". Kathy Malley, APR, FCPRS, Vice President, Malley Industries Inc

Subscription Marketing is the essential marketing playbook for subscription-based businesses.

"Nice Is Not Enough" is an owners manual replete with common sense strategies to enhance your Customer Service (CX). It also offers methods of training for your current Customer Service and for those you would hire in the future."Nice Is Not Enough" will create a profound culture of service from which your customers will benefit profoundly, which will in turn cause lasting benefits for you as a business owner.

Perfect gift for the postal worker in your life. They could be a mail carrier that works in the heat and cold, rain or shine to bring us those bills and goodies to our mailboxes. Or they could be that window clerk helping you mail that package and smiling through the busy workday. Postal workers work hard daily to keep America communicating. This notebook will make them the talk of the office. *Lined 6x9 journal

Perfect gift for the postal worker in your life. They could be a mail carrier that works in the heat and cold, rain or shine to bring us those bills and goodies to our mailboxes. Or they could be that window clerk helping you mail that package and smiling through the busy workday. Postal workers work hard daily to keep America communicating. This notebook will make them the talk of the office.

How to Deal with Debt Collectors and Win Every Time How To Beat Them at Their Own GameDebt is something most of us dread. Worse than that is being put in a situation where debt collectors start bombarding you with long threatening and intimidating calls, emails and mails. It is humiliating, disheartening, frustrating and frightening to hear how your salary will be garnished, how your assets might be sold off and how your friends, neighbors, landlord, prospective creditors, employers, colleagues at work and other people will be told about your inability to pay your debts.Sometimes we are in a desperate situation where we are unable to pay and at other times, we just have forgotten about a particular debt so when a debt collection agency initiates contact, we go into panic mode because in many instances, we know we should pay.However, this does not give debt collectors the right to do anything they wish just to make you pay. The law is on your side and you can use that to your advantage. For instance, there is a way that debt collection agencies are supposed to go about contacting you, as per the law. That's not all, understanding your rights in the whole process ensures you can spot the debt collectors' violation of your rights and put them to task on the same. And even if you have to go to court, you can still beat the debt collection agents at their game but only if you know your rights and the law regarding debt collection. Ultimately, with a deep understanding of the law, you are able to keep debt collectors' aggression in check, all to your advantage.Would you want to be that person who is not afraid of debt collectors with all their rage and fury? Do you want to beat them at their own game of debt collection by using the law to your advantage to tame them? Well, if that's what you are looking for, this book is the ultimate guide on how to take charge of the whole process so that you don't end up making silly mistakes that could cost you.In this book, you will learn: How debt collection agencies work so that you can understand why they have to contact you and why businesses use debt collectorsWhat debt collection agencies are allowed (by the law) to do and what they cannot doHow to report any unfair and illegal debt collection practices by debt collection agentsWhat you should do whenever any debt collector contacts youHow to respond to debt collection agents on the phoneWhen and why you should record your conversations with debt collectorsA sample phone call transcript that you can use when talking with debt collectorsHow to respond to letters or mailsWhen to ask for more information from debt collectors and how to ask for this informationHow to file a cease and desist order along with a sample letterWhat to do when a debt collector contacts youWhat you should never do whenever a debt collector contacts youWhen to use a lawyer and how to direct debt collectors to your lawyerHow to investigate debtHow to negotiate with debt collectorsAnd if the matter goes to court, how to beat debt collectors in courtAnd much, much more!It is your time to act now by reading this book to stand up against the bully debt collectors and beat them at their game. Read this book today; it might be all you need to put an end to the harassment and humiliation!

Client Centric Sets the groundwork for entrepreneurs, sales, and service professionals to systemize and expand their business. The author of this book is Randy Charach, a self-made multi-millionaire. Randy's eclectic background as an entrepreneur and entertainer provides decades of time-tested principles based on focusing on your client's needs. Your customer relations, and how it affects your business is the central theme. The message of the book is how the client experience begins with a person's first exposure to your brand and maintains its importance throughout the lifetime of the relationship. Client Centric is composed of three parts: MINDSET, MESSAGE + MARKETING. Each part builds upon the next with practical direction for implementation. The parts are further broken down into the following chapters. PART 1: MINDSET Chapter 1: Your Mindset Chapter 2: Client Mindset PART 2: MESSAGE Chapter 3: Your Brand Voice Chapter 4: Your Amazing Story PART 3: MARKETING Chapter 5: Influence Chapter 6: Persuasion Client Centric is a fun, easy and entertaining read, packed full of consumer behavior insights and actionable advice. It presents a unique and common-sense approach to sales, marketing, and business building. These Best-Selling Authors Agree, " Client Centric is a MUST READ." "This powerful, practical book teaches you the inner game of success, how to unlock your true sales potential, and how to make more sales, faster and easier than ever before." Brian Tracy, author of Advanced Selling Skills "A mind-expanding book explaining the secrets of hypnotic influence. Easy reading, easy to implement, and easy to get more sales with it." Dr. Joe Vitale, author of Hypnotic Writing "I encourage anyone wishing to apply millionaire thinking to their business to read Client Centric. It provides a unique approach to marketing and wealth building." T. Harv Eker, author of Secrets of the Millionaire Mind "Anyone doing business in our new economy will benefit from these lessons. Simple ways to leverage your customer's experience to generate a lot more business." Joel Comm, author of Twitter Power Scroll up and claim your copy of CLIENT CENTRIC now.

Loyal employees attract loyal customers. Companies must adapt to evolving expectations and engage their employees in the same way that they engage their customers. Successful business leaders create a culture of listening across their organizations to inspire loyalty and build a competitive advantage. In LOYAL, Microsoft executive Aaron Painter explains how accomplished leaders use the time-tested secret of listening to turn the concept of loyalty into a powerful reality. While working in China, Painter experienced firsthand how customer and employee retention is key to building a successful company. LOYAL teaches you how to develop opportunities in a global, ever-changing business environment. The book provides insightful suggestions about how companies can create a culture of active listening to engage their most valuable resource: people, whether they are customers or employees. By building respectful relationships and strengthening those connections through the techniques Painter describes, any organization can position itself for sustained growth.

A central, highly readable exposition of 25 principles that undergird the emerging field of Service Leadership. Written by one the early and most influential voices on Service Leadership, Po Chung, as assisted by co-author Art Bell, this book sets forth for students, laymen, and practicing managers the core philosophies and best practices that make Service Leadership a major contributor to the success of any organization or individual.

A massive disconnect exists between consumers and providers today. Consumers have a greater selection of higher quality goods to choose from and can obtain these items from a growing number of sources. Computers, cars, and even big-box retail sites promise to solve our every need. So why aren't consumers any happier? Because everything surrounding the process of obtaining and using all these products causes us frustration and disappointment. Why is it that, when our computers or our cell phones fail to satisfy our needs, virtually every interaction with help lines, support centers, or any organization providing service is marked with wasted time and extra hassle? And who among us hasn't spent countless hours in the waiting room at the doctor's office, or driven away from the mechanic only to have the "fix engine" light go on? In their bestselling business classic Lean Thinking, James Womack and Daniel Jones introduced the world to the principles of lean production -- principles for eliminating waste during production. Now, in Lean Solutions, the authors establish the groundbreaking principles of lean consumption, showing companies how to eliminate inefficiency during consumption. The problem is neither that companies don't care nor that the people trying to fix our broken products are inept. Rather, it's that few companies today see consumption as a process -- a series of linked goods and services, all of which must occur seamlessly for the consumer to be satisfied. Buying a home computer, for example, involves researching, purchasing, integrating, maintaining, upgrading, and, ultimately, replacing it. Across all industries, companies that apply the principles of lean consumption will learn how to provide the full value consumers desire from products without wasting time or effort -- theirs or the consumers' -- and as a result these companies will be more profitable and competitive. Lean Solutions is full of surprising success stories: Fujitsu, a leading service company for technology, has transformed the way call centers solve problems -- learning how to eliminate the underlying cause of current problems rather than fixing them again and again. An extremely successful car dealership has adopted lean principles to streamline its business, making for dramatically reduced wait time, fewer return trips, and greater satisfaction for customers -- and a far more lucrative enterprise. Lean Solutions will inspire managers to take the first steps toward perfecting their company's process of giving consumers what they really want.

Success leaves clues. But figuring out where they're leading you isn't always easy.You've seen other entrepreneurs 'making it', but working out how to reach the same level of success isn't always easy. What if we could make it easier? What if we could give you all of the clues you need?What if we could pull together some top industry experts to share their top 10 bullet points on their specialism, without any of the 'fluff'?Well, that's exactly what we did. This book is a collaboration between leaders and entrepreneurs with sections covering...Vision and MindsetTime ManagementThe Core Areas of Running a Business (Marketing, Sales, Operations, Delivery, and Finance)Scaling your BusinessRather than search for a needle in a haystack; whenever you're having a challenge, or looking for some advice on a particular topic, I want you to be able to pick up this book and go right to the answer. As you're reading, it's important to remember that each author / industry expert is expressing their own opinions. Yes, some experts may talk about the same or similar topics. And yes, their advice might be different to each other. That's totally fine! This book is here to give you advice from multiple sources and allow you to make the right decision for you and your business.

A person with a good attitude and a modicum of talent can be coached and molded into just about anything in this life. That certainly goes double for customer service. Often, the right people aren't currently providing a high enough level of service simply because they haven't been exposed to it in their lives, and so they don't realize a new plateau even exists. The job of this book is to open people's eyes to their five-star potential, give them the tools they need to get there, and then get out of their way.Written in an easy-to-read, conversational style, full of real-world examples and thought-provoking discussion topics, Five-Star Customer Service is a must-read for anyone who works with the public and for every single leader, companywide.

Learn how to navigate the bullies, manipulators and complainers who drive you mad. With example dialogue and techniques, it will help you navigate tricky situations and keep your cool.By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. This 5th edition of the bestselling Dealing with Difficult People features practical exercises, useful templates and top tips you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.The Creating Success series of books...Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.

Zukünftig werden nur diejenigen Unternehmen überleben, denen es gelingt, ihre Kunden dauerhaft zu begeistern. Insbesondere Mitarbeiter im direkten Kundenkontakt sind als Botschafter des Unternehmens gefordert, in einen proaktiven Dialog mit ihren Kunden einzutreten. Nur wenn die Kunden zufrieden sind, werden sie wiederkommen, neue Produkte des Unternehmens ausprobieren und positiv im Freundes- und Bekanntenkreis über das Unternehmen sprechen. Gerade diese Mund-zu-Mund-Kommunikation wird in Zeiten abnehmender Werbeeffizienz und stetig steigender Verbreitung von Social-Media-Angeboten immer wichtiger.Dieser klipp&klar-Band widmet sich daher ausführlich dem Themenkomplex der Kundenzufriedenheit. Zunächst wird aufgezeigt, warum es für Unternehmen immer wichtiger wird, sich kundenorientiert auszurichten. Anschließend wird dargelegt, was Kundenzufriedenheit ist und wie sie sich theoretisch begründen lässt. Danach wird der Fokus auf die Messung der Kundenzufriedenheit gelegt. Anhand einesProjektablaufs werden die einzelnen Phasen einer Kundenzufriedenheitsmessungsstudie erläutert. Die Diskussion ausgewählter Managementansätze zur Sicherstellung und Steigerung der Kundenzufriedenheit runden die Darstellung ab. Mit einem Ausblick auf die Zukunft des Kundenmanagements schließen die Autoren ihre Diskussion ab.Zusätzliche Fragen per App: Laden Sie die Springer-Nature-Flashcards-App kostenlos herunter und nutzen Sie exklusives Zusatzmaterial, um Ihr Wissen zu prüfen.

Dieses Buch zeigt, wie es gelingt, eine optimal ausgestaltete Vertriebsorganisation zu etablieren, die konsequent auf Kunden und deren Kaufentscheidungen basiert und dadurch entscheidende Wettbewerbsvorteile generiert. Denn nur so kann heutzutage der Unternehmenserfolg gesichert und gesteigert werden.Im Mittelpunkt steht der Sales-Enablement-Prozess als holistisches Rahmenkonzept. Er bildet die Infrastruktur, die eine effiziente Zusammenarbeit aller Unternehmensabteilungen gewahrleistet. Die Autor*innen erlautern die Ausrichtung samtlicher Ziele, Motivationen, Denkmuster, Aktionen und Kampagnen an den Bedurfnissen der Kunden. Zudem zeigen sie, welche Methoden und Herangehensweisen aus ihrer Sicht besonders erfolgversprechend sind und wie der praktische Start in ein Sales Enablement konkret aussehen kann. 

Studienarbeit aus dem Jahr 2015 im Fachbereich BWL - Allgemeines, Note: 1,3, Ostfalia Hochschule für angewandte Wissenschaften Fachhochschule Braunschweig/Wolfenbüttel , Sprache: Deutsch, Abstract: Für die Existenz und Entwicklung eines Unternehmens sind die Kunden von essenzieller Bedeutung. Dabei betrachtet jedes Unternehmen seine Kunden unterschiedlich und selektiert sie nach der Wichtigkeit für die Geschäftsentwicklung. Die großen Kunden, Kunden mit hohen Potenzial, Eroberungskunden werden anderes bearbeitet als die kleinen. Diese Schlüssel-Kunden - Key-Accounts - bringen viele Chancen und Risiken mit sich. Zum einen kann ein Unternehmen mit ihnen stärker wachsen und wird zu Spitzenleistungen angetrieben, zum anderen kann ein Verlust von einem Key-Account die Existenz eines Unternehmens bedrohen. Somit ist die erfolgreiche Betreuung von Key-Accounts von hoher Wichtigkeit für den Unternehmenserfolg. Die Betreuung der Schlüsselkunden ist ein komplexes Konstrukt und umfasst viele Aspekte der Geschäftsbeziehung. Damit das Unternehmen, das Management und der Key-Account-Manager einen zielorientierten und umfassenden Überblick bekommen, ist eine strukturierte Key-Account-Planung notwendig. Diese Planung wird mit Hilfe von einem Key-Account-Plan bzw. Kundenentwicklungsplan realisiert. Der Key-Account-Plan gibt wichtige Informationen über den Kunden, die eigene Position und die Geschäftsentwicklung wieder. Aus diesen Informationen werden zielgerichtete Aktionen für das Management abgeleitet und deren Wirkung verfolgt. Die konsequent und gelebte Verfolgung des Plan wird zu einem mächtigen Werkzeug des Key-Account-Management. Im Rahmen dieser Arbeit wird die Systematik, Struktur und Nutzen des Key-Accounts-Plans praxisnah erläutert. Der erste Teil beschäftigt sich mit den Gründen für eine systematische Key-Account-Planung. Nachfolgend werden die Rahmenbedingungen für den Key-Account-Plan beschrieben. Anschließend werden der Grundaufbau und Struktur des Plans vorgestellt. Als Fazit fasst man die Erkenntnisse dieser Arbeit zusammen und geht auf die Wichtigkeit der sorgfältigen Umsetzung ein.

A book unlike any other customer service guide, Willie's Way translates Willie's common-sense wisdom into simple, practical applications. Each chapter looks at one of the six service secrets and explains how and why it works. From listening to customers, to offering them special favors, to making every customer connection memorable, these proven strategies will impress, entice and win new customers with every interaction. As a successful speaker and author who travels constantly, Phillip Van Hooser has been in and out of his fair share of cabs. But only one cabbie ever taught him anything about customer service. That cabbie is Willie, and the common-sense wisdom he imparted has become known as Willie's Way. In Willie's Way, you too will learn Willie's unique brand of personalized service: How to woo customers so they come back again and againHow to wow customers so they tell their friends about youHow to win customers' long-term business by exceeding their expectationsHow to apply Willie's techniques to your own enterprises to build long-term customer loyalty "Willie's Way is a fascinating compilation of real-life customer service stories that actually make a difference. It's about building your brand one customer at a time. Read how enthusiasm, confidence and sincerity can impact your customers, grow revenues and impact your bottom line. This is the best book I've read on customer service in a long time." -Joe Scarlett, Chairman of the Board, Tractor Supply Company "Van Hooser absolutely hit the bulls-eye with an outstanding instruction manual about the keys to extraordinary customer service. I have no doubt that companies and customer service professionals across virtually every industry will find value and fresh insights in the pages of this brilliantly written gem." -Richard G. Kelley, Director of Sales Training, North America Axcan Pharma, Inc.

Today's customer-oriented operational philosophy has forced organizations to face the challenge of transforming into digital businesses to meet growing customer demand. The reality is that power is shifting from institutions to customers, so it's up to providers to master both customer experience and digital operational excellence. However, despite this turn toward digitalization, many businesses struggle to manage their technology base strategically. Disruptive Innovation and Emerging Technologies for Business Excellence in the Service Sector provides an in-depth exploration of options that can assist organizations in developing a consistent and coherent view of various drivers in order to shape their markets and operations as well as how disruptive innovations and emerging technologies can contribute to businesses now and in the future. Covering a wide range of topics such as sustainable transportation and customer service experiences, it is ideal for industry professionals, researchers, academicians, instructors, decision makers, and students.

With their word-of mouth advocacy of products or brands, superpromoters influence us and how we buy with the power of enthusiasm. Business managers should not just focus on complaining customers but they should value their enthusiastic friends: the superpromoters. By cultivating the superpromter they can more effectiviely promote their brand.

"Getting good PR is easier and cheaper than you think! If you want to get media attention, you don't need to spend a dime, and you definitely don't have to pay someone to do the work for you. Here's how to do it yourself. In DIY Public Relations, PR and marketing expert Dan Shortridge lays out a roadmap for your local organization, small business, or nonprofit to tell its story and spread the word. If you don't have a communications and marketing staff, if you're just getting started in your PR career, or if you've just been told to "get us on the news," this is the book to read. Full of hands-on advice scaled to the local level, it draws on the author's more than 20 years of experience in community journalism and state-level PR to show how to ace a media interview, organize a successful press event, and steer your organization through a crisis. "Getting your news out there isn't about making friends with reporters or having a giant list of contacts-it's about having a good story and telling it in the most effective way possible," says Shortridge, who's helped advise nonprofits, small businesses, and government agencies. "You don't need a lot of money, or any money, and you can do it all yourself with some simple tools and by following these techniques." Business owners, PR and marketing professionals and nonprofit leaders will share their insights and tips to maximize positive publicity. You'll learn about how to research targeted media outlets, pick the best time for reaching out, handle all the tiny details with confidence, and write a news release so an editor will run your story without changing a word. With field-tested advice on every page drawn from newsrooms and PR people from around the country, readers will get practical guidance on how to: Pitch a story and stick the landing for success Adapt one of 14 specific story angles perfect for local organizations Make those first connections with local reporters Use bridging statements to handle a tough question Write well and clearly using seven simple steps Avoid saying "no comment" even when you don't want to comment Attract and take care of elected officials and other VIPs Define, research, and reach your audience Be consistent with your media outreach Build a crisis communications plan that will let you sleep at night One key chapter focuses on repurposing materials for the media into content for annual reports, social media, website copy, and newsletters, showing how PR can fit seamlessly into an overall marketing plan. Another chapter contains 16 tried-and-true tips on what not to do when working with the media, including playing secretive games or falling for scams. As a bonus, it features a toolkit with examples and templates for writing a hard news announcement, event preview, media advisory, calendar item, staff promotion or hiring news, and crisis statements. DIY Public Relations is your complete guide for media success"--

Dieses Buch beschreibt, wie professionelles Strategisches Account Management zur gegenseitigen Wertschöpfung bei Kunden und Lieferanten sowie zur Sicherung einer stabilen Positionierung beitragen kann. Erhöhte wirtschaftliche und politische Risiken, aber auch neue Möglichkeiten der Digitalisierung und des Internets zwingen Unternehmen dazu, strategische Allianzen zu schließen und Ressourcen gemeinsam effizient zu nutzen. Produkt- und Qualitätsvorteile reichen nicht mehr aus, um eine nachhaltige Differenzierung im Wettbewerb zu erzielen. Die Beiträge in diesem Band zeigen Wege auf, wie nachhaltige Partnerschaften entwickelt werden und für beide Seiten zu überdurchschnittlichem Wachstum führen können. Dazu ist es erforderlich, detaillierte Einsichten in die Geschäftsvorgänge und Herausforderungen von definierten Schlüsselkunden zu gewinnen und diese als Grundlage für überzeugende Partnerschaftskonzepte zu begreifen. Die Ausführungen der Autoren basieren auf umfangreichen Daten sowie praktischen Erfahrungen von global operierenden Unternehmen und bieten Führungskräften in der Großindustrie und im Mittelstand wie auch Mitarbeitern im Strategischen Account Management wertvolle Anregungen.