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DK's best-selling Essential Managers series are ideal for managers at every level. These compact references demonstrate the techniques and skills that are useful in any work environment, making this series the most accessible single-subject business guides on the…read more

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Telephone (or Email) Customer Service will show you how to make angry customers your best friends. There are several quick ideas to help you handle many of the most common customer service situations.read more

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Customer is king. With rising consumer awareness and cut-throat competition, it is important to provide services which are differentiable and memorable for the consumer. With a ring side view to customer service, Debashis Sarkar—author, thought leader, and…read more

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If you’ve ever thought that you’re the only one who truly cares about service and you’re not sure how to maintain momentum in your organization, ‘The Customer Service Zoo’ may be just what you need to look at things with a fresh perspective. It’s an easy to read…read more

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The main focus of this course is to provide the necessary skills for effective customer service. The most important people in any successful organization are the staff. Without properly trained and motivated staff no company can provide an effective service to…read more

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In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back—and those who don’t soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline…read more

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Frankly, too often, financial institutions find CRM to be a dose of bitter medicine. It shouldn’t be. CRM can be just the right tonic, if taken in the right doses, to solve very specific maladies. This requires honest conversation and planning.read more

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This book is your quick guide to telephone skills. In five short lessons, you’ll have the skills you need to be the best ambassador you can be for your own company or for your employer’s through your ability to communicate over the phone. The five quick steps in…read more

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An employee’s ability to properly resolve a customer issue or complaint is crucial in enhancing customer loyalty. They must not only feel confident that we are competent to resolve any issue of inconvenience, but also walk away feeling valued, respected, and that…read more

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This e- book is designed to provide you a compact and workable approach to secure proactive, first mover advantages when trying to maintain your sanity and control while serving demanding stakeholders and customers. The integrated approach proposed will give you…read more

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Let’s face it…customer service isn’t sexiest subject and Catherine DeVrye, author of the #1 best seller ‘Good Service is Good Business’, admits her latest title may be regarded as flippant, politically incorrect or potentially dent her reputation as a respectable…read more

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(Net Neutrality Update) An industry insider "spills the beans" in this personal discourse about being employed by a leading DSL Internet service provider. What would YOU know if you worked for this company? Would you dare tell what you know? Are…read more