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| 301
Great Customer Service Ideas |
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301
Great Customer Service Ideas provides a fresh perspective on
how to win and retain customers by using innovative customer
service strategies. This easy-to-read compendium is filled with
tips culled from the pages of Inc. and Inc. Technology
magazines, and from interviews with Inc. Positive
Performer Award finalists. Teach your customer service team how
to recognize customer needs and empower your staff to meet those
needs. Learn how to measure customer satisfaction and use the
results for improvement. Every business wants to thrive with
loyal customers, and this volume of Inc.'s popular 301
series is full of new ways to keep your customers happy.
Introduction by Harvey Mackay, best-selling author of Dig
Your Well Before You're Thirsty. |
BOOK
6" x 7 1/8" 350 pages (softcover)
Item No. 60090 |
$14.95
ISBN 1-880394-33-2 |
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| Customer
Service Plan Pro |
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Finding
customers—and keeping those customers—is the biggest concern
of small- to midsize-business owners. Inc.'s Customer
Service Plan Pro software illustrates all the steps for creating
a customer-retention plan tailored for your business. If you're
growing your business, you need a top-notch customer service
strategy to keep your customers from choosing your competition.
This "intelligent" software asks key questions about
every phase of your plan. The software prints a customized
strategy that includes charts, tables, and worksheets. |
| System
requirements: Windows 3.1/95/98 compatible, 4 MB RAM, 5MB hard
disk space. |
SOFTWARE
(Windows)
Item No. 60098
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$89.00
ISBN 1-880394-84-7 |
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| 6
Steps to Improving Customer Service through Quality |
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Quality—what
does it mean to entrepreneurs? How is it different from
corporate culture? This step-by-step video goes inside total
quality management to create practical action plans that combine
quality control, worker involvement, and customer satisfaction
for successful results. |
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VIDEO
66 minutes
Item No. 30050 |
$59.95
ISBN 1-880394-42-1 |
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| Harvey
Mackay on Customer Service |
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Harvey
Mackay, #1 New York Times best-selling author of Swim
with the Sharks without Being Eaten Alive and Sharkproof,
helps turn your customer service strategy into bottom-line
profits. Mackay's secret weapon is a 66-question customer
profile packed with information no salesperson should be
without. Learn: |
- How
to make customers feel they're your only customer.
- Proven
tips for hiring employees with customer service savvy.
- How
to take the acid test on hiring—before making your
decision.
|
VIDEO
80 minutes
Item No. 30047
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$59.95
ISBN 1-880394-09-X |
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How
to Really Deliver
Superior Customer Service |
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Learn
from the strategies of well-known innovators in customer
service, such as Intuit, Dell Computer, PDQ Printing, and Direct
Tire Sales. Study proven techniques and learn how to: |
- Get
customers to speak for your product.
- Create
customer-focused teams and technology-empowered employees.
- Turn
employees into problem solvers.
- Measure
customer satisfaction.
|
BOOK
8 1/2" x 11" 272 pages (softcover), 2nd edition
Item No. 60074
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$19.95
ISBN 1-880394-28-6 |
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How
to Deliver
Superior Customer Service |
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You
can talk about customer service until you're blue in the
face—but it doesn't just happen. It takes careful planning and
implementation. Plus, it must be an effort that's companywide,
no matter how big your company. Inc.'s panel of experts
from small businesses like yours leads you and your team
step-by-step to turn words into actions. You'll learn how to: |
- Build
and use an equitable reward/recognition system that
motivates all employees.
- Hire
customer-driven people.
- Measure
customer feedback, both visible and hidden.
- Turn
impulse, one-time buyers into lifelong customers.
- Deal
with hostile situations and complaints.
|
VIDEO
60 Minutes
Item No. 30007 |
$59.95
ISBN 1-880394-41-3 |
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|
Building
Loyalty: One Customer
& One Employee at a Time |
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In
this fast-paced video, customer service expert Gary Heil warns
that the nature of customer loyalty has changed, and with it,
the rules for acquiring and keeping customers. He'll provides
critical insights on strategic changes your company must make to
stay competitive. You'll learn how to redefine the role of your
customer through customer teams (let them tell you how to
deliver value), how to create a shared sense of purpose in your
organization to ensure high levels of performance, and how to
infuse every aspect of your business with the new philosophy of
"sales is service and service is sales." A must for
anyone serious about servicing their customers. |
VIDEO
60 Minutes
Item No. 30060 |
$195.95
ISBN 1-880394-67-7 |
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| Moments
of Truth |
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Jan
Carlzon, former president and CEO of Scandinavian Airlines,
turned the struggling air carrier into one of the world's most
profitable airlines by focusing attention on the customer—not
the product. He shares his turnaround success secrets and
discusses how to turn all transactions with customers—moments
of truth—into opportunities for creating long-term customer
loyalty. |
VIDEO
60 Minutes
Item No. 30061
|
$195.95
ISBN 1-880394-68-5 |
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| Customer
Service Series |
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1.
Are Your Customers Happy
with Your Service?
Evaluate Your Company. Get valuable ideas on how
to create responsive customers, conduct effective focus
groups,and measure feedback from your customers. Also,
learn to hear the "hidden" answers from
difficult customers and to translate emotional reactions
so your service team can serve all customers more
efficiently. |
| VIDEO
55 minutes |
$59.95
|
| Item
No. 30054 |
ISBN
1-880394-35-9 |
|
2.
Create a Company Your Customers Will Love Doing Business With
Develop Action Plans. Learn how to organize your business
from a customer's vantage point. This video will help you
establish a customer-based corporate culture. You'll get tips on
turning the worst customers into the best, and you'll learn the
importance of getting employees face-to-face with customers. |
VIDEO
74 minutes
Item No. 30061 |
$59.95
ISBN 1-880394-68-5 |
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5.
How to Keep Your Customers for Life
Make It All Work. This thorough video teaches you how to
prevent customer-death cycles, build reward plans, create
advisory "customer boards," and underpromise and
overdeliver. |
VIDEO
43 minutes
Item No. 30058
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$59.95
ISBN 1-880394-39-1 |
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6.
How to Turn Your Valued Customers into Your Best Salespeople
Build the Future. Satisfied customers can be your biggest
marketing asset. Learn to maximize profitable customers and get
the most from referrals. You can even turn your service team
into a sales team. |
VIDEO
48 minutes
Item No. 30059 |
$59.95
ISBN 1-880394-40-5 |
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The
Complete Set of Six Videos—Save $35
|
| Item
No. 90067 |
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$325.00
ISBN 0-324-002351 |
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