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The Big Book of Customer Service Training Games by Peggy Carlaw, Vasudha Kathleen Deming, Vasudha Deming
Paperback
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Supervisors and trainers turn your customer service reps into your company's biggest asset! Because they're out there dealing with the public, frontline workers such as ... More
- List price: $24.95Online price: $19.96Member price: $17.96(Save 28%)Limited Time Offer! Everyone receives the Member Price on books.
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2.
Human Sigma : Managing the Employee - Customer Encounter by John H. Fleming, Jim Asplund
Hardcover
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The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service. In the face of widespread ... More
- List price: $25.95Online price: $20.76Member price: $18.68(Save 28%)Limited Time Offer! Everyone receives the Member Price on books.
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Clued In : How to Keep Customers Coming Back Again and Again by Lewis P. Carbone
Hardcover
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Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer ... More
- List price: $34.99Online price: $33.24Member price: $29.91(Save 14%)Limited Time Offer! Everyone receives the Member Price on books.
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4.
Front Line Profit Machine by Ziad Y. Khoury
Hardcover
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In most businesses you have very little control over your competitors, their pricing and their occasional perplexing strategies. You have no control over the economy or the ... More
- List price: $21.95Online price: $20.85Member price: $18.76(Save 14%)Limited Time Offer! Everyone receives the Member Price on books.
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5.
Creating a Customer-Centered Culture : Leadership in Quality, Innovation and Speed by Robin L. Lawton
Hardcover
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Many organizations have found it difficult to transfer the methods and technologies developed for manufacturing quality and apply them to knowledge and service work. This how- ... More
- List price: $50.00Online price: $37.50Member price: $33.75(Save 32%)Limited Time Offer! Everyone receives the Member Price on books.
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6.
Customer Satisfaction Toolkit for ISO 9001 : 2000 by Sheila Kessler
Other Format - SPIRAL
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A small collection of practical tools that can be applied by small and medium-sized companies to satisfy the ISO 9001:2000 requirements for measuring and managing customer ... More
- Online price: $31.50Member price: $28.35(Save 9%)Limited Time Offer! Everyone receives the Member Price on books.
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7.
Developing New Services : Incorporating the Voice of the Customer into Strategic Service Development by Caroline M. Fisher, James T. Schutta
Hardcover
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Fisher (marketing, Loyola University) and Schutta (a consultant) explain the role of the customer's voice in strategic planning, organizational revitalization, and product and ... More
- Online price: $47.25Member price: $37.80(Save 20%)Limited Time Offer! Everyone receives the Member Price on books.
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8.
How to Measure Service Quality and Customer Satisfaction : The Informal Field-Guide for Tools and Techniques by Chuck Chakrapani
Hardcover
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You've heard the buzzwords service quality; quality improvement; customer satisfaction. You've seen the techniques fishbone diagrams; flow charts; brainstorming. Never before ... More
- Online price: $41.95Member price: $33.56(Save 20%)Limited Time Offer! Everyone receives the Member Price on books.
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9.
On Great Service : A Framework for Action by Leonard L. Berry
Hardcover
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Improving service quality has finally become a top priority of management today, yet according to service quality expert Berry only a handful of companies have managed to ... More
- Online price: $46.00Member price: $36.80(Save 20%)Limited Time Offer! Everyone receives the Member Price on books.
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10.
Return on Customer : Creating Maximum Value from Your Scarcest Resource by Don Peppers, Martha Rogers
Hardcover
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Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked off the CRM revolution and changed the landscape of business competition ... More
eBook- List price: $24.95Online price: $23.70Member price: $21.33(Save 14%)Limited Time Offer! Everyone receives the Member Price on books.
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