Book Description
The call center profession is one of the fastest-growing job categories in the world. In this first volume in the Call Center Agent Handbook Series, author Cliff Hurst introduces the reader to the basic terms and best practices used in call centers today. With his easy-to-read style, Cliff offers the insights needed to answer questions like:
• Are you ready to turn your job into a career?
• Have you ever wanted to get more out of your job than just a paycheck?
• Do you wonder about your call center operation's bigger picture—and where you fit in?
• How can you tell when you're doing an excellent job?
• How can you become more competent and confident in your new career as quickly as possible?
Other books in this series include voice quality and conversational skills, and frontline leadership in the call center.
Book Description
Develop standard-setting customer service!
Based on the best-selling book Fabled Service by Betsy Sanders!
This program will help you develop exceptional customer service that puts your organization above your competition. Inspiring Fabled Service helps you assess your needs and select activities to improve weak areas in your current customer service.
Teach others vital customer service skills, such as how to:
* Positively represent the organization
* Satisfy customers so they will buy the product or service
* Encourage customers to return
* Understand what motivates people and initiates action
* Solve problems immediately and effectively... and more!
Simply written, this program includes all necessary materials to create results-oriented, customized customer service training. A Trainer's Guide includes specific direction for administering the Customer Service Survey, which assesses individual strengths and weaknesses in three learning areas: understanding him or herself and others; planning for results; and product/service knowledge. The Guide also includes 12 prepared activities that correspond with the three learning areas. Using results from the survey, you choose activities that will help your group improve in its weaker areas. Each activity specifies goals, materials needed, time required, physical setting, and process (including questions to help you review what was learned and help people understand what can be applied to every day situations).
You will need to order a Participant Workbook for each person involved in the training. The Workbook includes a copy of the survey and participant materials for each activity.
Create great service that gets customers talking!
Book Description
All the INFORMATION, all the SECRETS plus MODEL ANSWERS to 96 QUESTIONS asked at Customer Services and Call Centre Job Interviews. This comprehensive and intelligent guide has been written by top interviewers Annette Lewis and Joe Mc Dermott both of whom have extensive experience within the Customer Services and Call Centre sectors. They have recruited for a variety of positions from Customer Service Advisors up to Call Centre Managers and share the answers that win and those that lose. Included in this guide is an analysis of the skills required, the different jobs, the different types of interview along with model answers to 96 questions asked at Customer Services and Call Centre job interviews including COMPETENCY BASED and BEHAVIOURAL questions. Four actual job interview scripts as used by industry experts are included too making this an essential read for anyone serious about winning those top jobs offers.
Average customer rating:
- Excellent Book
- What a load a garbage!
|
Crisp: Success as a CSR (Crisp Professional Series)
Lloyd C. Finch
Manufacturer: Crisp Learning
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ASIN: 1560524502 |
Book Description
Written for CSRs and their managers, this guide emphasizes how success as a CSR enhances your career as you help your company grow by creating customer loyalty. It describes in detail everything a CSR needs to know to succeed. Presented are the key challenges of the position and workable solutions to meet them. Also contains helpful tools for time management and explains the secrets of the CSR attitude that turn a hard job into a satisfying career.
Customer Reviews:
Excellent Book.......2002-03-08
Don't pay attention to the previous review. Just about every job is honorable, and those who work hard should not be undermined by people who think less of them because of their employment. It is possible to make a living in Customer Service. Those who work in the field should be commended and respected for doing such a good job in a usually underappreciated but very necessary field.
What a load a garbage!.......2000-11-04
If your main goal in life is to exert all of your time and energy at making a career out of and succeeding in a low paying, entry level position, this book is for you!
If you're a call center manager looking for a way to really annoy your employees, this book is for you!
This is the kind of book that gets handed out at feel good industry seminars, I don't think anyone actually reads or buys these books, they just exist.
If Carrot Raisin Salad were a book, this would be it.
Book Description
This digital document is an article from Communication World, published by Thomson Gale on January 1, 2007. The length of the article is 1168 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Banking on knowledge: at First National Bank, an education program changes employees' perceptions of customer service and provides career opportunities.(case in point)
Author: Pietie Mackenzie
Publication:
Communication World (Magazine/Journal)
Date: January 1, 2007
Publisher: Thomson Gale
Volume: 24
Issue: 1
Page: 42(2)
Distributed by Thomson Gale
Amazon.com
Betsy Sanders, a former vice president and general manager with the extraordinarily consumer-oriented Nordstrom department-store chain, believes that true success on the sales floor stems from dedicated leadership in the management ranks and a steadfast commitment to related ideals from those at the top on down. In Fabled Service: Ordinary Acts, Extraordinary Outcomes, Sanders outlines the fundamentals for others who would like to achieve the legendary customer-friendly status that is widely accorded her former employer. The outcome, she stresses, is service that is so effective that it actually influences the decisions of shoppers.
Book Description
Develop standard-setting customer service!
Based on the best-selling book Fabled Service by Betsy Sanders!
This program will help you develop exceptional customer service that puts your organization above your competition. Inspiring Fabled Service helps you assess your needs and select activities to improve weak areas in your current customer service.
Teach others vital customer service skills, such as how to:
* Positively represent the organization
* Satisfy customers so they will buy the product or service
* Encourage customers to return
* Understand what motivates people and initiates action
* Solve problems immediately and effectively... and more!
Simply written, this program includes all necessary materials to create results-oriented, customized customer service training. A Trainer's Guide includes specific direction for administering the Customer Service Survey, which assesses individual strengths and weaknesses in three learning areas: understanding him or herself and others; planning for results; and product/service knowledge. The Guide also includes 12 prepared activities that correspond with the three learning areas. Using results from the survey, you choose activities that will help your group improve in its weaker areas. Each activity specifies goals, materials needed, time required, physical setting, and process (including questions to help you review what was learned and help people understand what can be applied to every day situations).
You will need to order a Participant Workbook for each person involved in the training. The Workbook includes a copy of the survey and participant materials for each activity.
Create great service that gets customers talking!
Customer Reviews:
NORDSTOM"S SECRETS OF SERVICE.......2006-06-29
This book is by Betsy Sanders, VP and General Manager of NOrdstrom's Southern California Division . Betsy shares her secrets to legendary customer service --not theories-- but what works....7 chapters of this nicely sized volume 124 pages plus a good index cover what Fabled Service is and isn't and how to move from philosophy to practice. There's a bit of zen here as she encourages you to practice the small tings to be perfect on the large. Being of service is a journey -- as we all know...The book is illustrated with photos and some easy to the eye graphics. For example on page 40 -- there is a prescription for fabled service which includes two primary ingredients #1 Respect and Ingredient #2 Flexibility...she says there are no sweeter words than "I'll take care of that". It's everyone's job -- not just the 'customer service' dude or chix. Lots of things need to meld together to get the right outcome -- like the environoment, the technology and the message. Integrity and fabled service are intertwined too...nice chapter 7 on how to be a traditional or transformational leader and what makes a leader...A preface by Warren Bennis adds to the credibility of this tome. Surprisingly -- the words of wisdom are timeless -- even the Internet and social networking and email hasn't changed the importance of SERVICE......A good read -- might be kewl to leave it in the coffee room for people to glance at in between breaks!
Betsyýs Fables.......2003-10-10
Once a young lady offered her mother-in-law to a retail outlet that had a no questions policy on returns. In another better known case, a customer returned used tires to the legendary Nordstrom which accepted it politely though it had never ever sold a tire. Fables are born when excellence captures the imagination of the customers.
This book brings out what lies behind the secret of such excellence when it comes to customer service. Such service that becomes fabled comes straight from the heart of the employees. The challenge then is to hire those whose hearts are for whom they serve and to train and lead them into excellence of service delivery.
Through well structured illustrations from companies like SAS, Nordstrom, McDonald's, Wal-Mart, The Ritz Carlton, the message is driven straight to the heart -Make service everything your company is and does. This is accomplished through two sets of employees - those who serve the customers directly and those who serve these employees. Hiring for the right attitude and leading these men and women to excel is the "how" of the story.
The book mostly picks examples from retail, the philosophy and scope extends to all industries. After all, there is no business without a customer. Though all of us agree that the customer is the purpose of our business, at the top of our organization charts we never find the customer. The customer is conveniently forgotten in the organizations' most important document. Not at Nordstrom for example. Here the organization chart is an inverted pyramid with customers at the top. It takes a different mind set to accept such realities. In fact it not a state of the mind, but a matter of the heart.
Recommended for professionals working in today's "knowledge industries". Maybe they will gain some knowledge on what it means to serve customers!
Inspirational - if you're having problems being inspired..........2003-09-02
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The book is pretty, nice graphics, good fonts, lots of white space, etc. I personally agree that good serice is a good thing. But the message is pretty simple and the focus is hammer, hammer, hammer... This is like a Tony Robbins publication with a micro focus.
.
Here are the seven suggested "Commitments":
1. To Make Service Everything Your Company Is and Does
2. To Be of Service in ALL That You Do
3. To Act On the Belief That You Are in Business to Serve Customers
4. To Serve Those Who Serve the Customers
5. To Design Every Part of Your Business With Service as the Desired Outcome
6. To Be In Business to Serve Society
7. To Create and Sustain the Vision
But these commitments simply don't work in all situations and all companies. The "service is good" idea has been twisted into a religion - and there's a lot of religion here - the pictures include Albert Schweitzer and Mother Theresa! How can I argue against them?
Hopefully I won't be damned because I didn't give it 5 stars.
Solidly Informative.......2002-08-14
Fabled Service is solid proof of the importance of customer service supported by Sanders's experience with Nordstrom. Businesses strive for customer service, and Sanders provides useful and detailed explanations and strategies for how to attain the basic concept of excellent customer service. Fabled Service is as good as Michael Levine's Guerilla PR: Wired, which explains how to attain excellent public relations coverage in the modern age without busting the budget.
Best Money You Can Spend.......2002-04-22
If you are in business or are thinking about going into business, this book is a must. No matter what else you know or think you know, these core concepts are the keys to success. Real examples from real life with real meaning. And Betsy Sanders has a way of making it understandable and simple.
Book Description
This book enhances the reader's opportunity for career success by targeting fundamental skills. Customer Service will provide foundations for effectively working with others. Covering areas such as forming good relationships, soothing unhappy customers and using the telephone as a customer service tool, this is the perfect reference for the experienced professional, those re-entering the workforce and those beginning their careers.
Product Description
Those who seek employment in the customer service field will find this book a rich resource! In addition to wise advice about job hunting and salary negotiation, there are nearly 100 resumes along with the cover letter that accompanied those resumes. Get the career edge with a book that shows the techniques used by professional resume writers to achieve jobhunting success.
Book Description
In this follow-up to You Can't Win a Fight with Your Boss, Tom Markert returns to provide clever, timeless advice on how to offer exceptional service. The most important rule? You can't win a fight with your client!
As American companies large and small have shifted their focus from manufacturing to providing services, keeping clients satisfied has become critical to the survival of every business. Yet, very few people have mastered the art of managing clients successfully. In You Can't Win a Fight with Your Client, Tom Markert argues that the secret to great service lies in understanding and applying a few fundamentals. In fifty small doses, he provides practical advice on how to manage your relationships with your clients and ensure they receive the kind of service that will keep them coming back for more.
A perfect resource for anyone working with clients at any level, You Can't Win a Fight with Your Client is the no-nonsense, straightforward guide to keeping clients happy in today's hypercompetitive and demanding business environment.
Customer Reviews:
This is serious wake up call- like a smack on the side of the head by a pillowcase full of glass pepsi bottles .......2007-09-16
Both simplistic and prescient, this book should be required reading by all people, at all levels, of all organizations.
Nothing here is new, but all of it is so critical to a brand's success that it needs to be posted on all doorposts.
I've heard it said that people don't need instructing as much as they need reminding, and this book is a concise, clear, tight little ditty that really could help your organization (and you) reframe your perspective.
And it's a gentle reminder for all to keep their eyes focused on the important relationships.
Who is important?
The guy how cuts your company a check.
The guy that recommends you to his friends.
The guy that comes back, time after time.
Treat them right, do the right thing.
This is a must have. Buy them by the box, I think I will make it part of my holiday gift distribution this year.
Average customer rating:
- Strongly recommended reading for policy makers
|
Controlling Currency Mismatches In Emerging Markets
Morris Goldstein , and
Philip Turner
Manufacturer: Peterson Institute
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Other People's Money: Debt Denomination and Financial Instability in Emerging Market Economies
ASIN: 0881323608 |
Book Description
In most of the currency crises of the 1990s, the largest output falls have occurred in those emerging economies with large currency mismatches, a phenomenon that occurs when assets and liabilities are denominated in different currencies such that net worth is sensitive to changes in the exchange rate. Currency mismatching makes crisis management much more difficult since it constrains the willingness of the monetary authority to reduce interest rates in a recession (for fear of initiating a large fall in the currency that would bring with it large-scale insolvencies). The mismatching also produces a "fear of floating" on the part of emerging economies, sometimes inducing them to make currency-regime choices that are not in their own long-term interest. Authors Morris Goldstein and Philip Turner summarize what is known about the origins of currency mismatching in emerging economies, discuss how best to define and measure currency mismatching, and review policy options for reducing the size of the problem.
Customer Reviews:
Strongly recommended reading for policy makers.......2004-07-14
In Controlling Currency Mismatches In Emerging Markets, Morris Goldstein (Dennis Weatherstone Senior Fellow at IIE) and Philip Turner (Head of the Secretariat Group in the Monetary and Economics Department, Bank for International Settlements) collaborate in revealing and dealing with past and present weaknesses in economic policies and institutions in contemporary and emerging markets around the globe. But more than a simply litany of flawed policies and economic ills, the authors present an effective and practical plan of action to control currency mismatches through a managed floating currency regime, an inflation targeting regime for monetary policy, regular publication of data on currency mismatches at the sectoral and economy wide levels, stepped up supervision and monitoring of currency mismatches in banks and in the loan customers, changes in official safety nets and in IMF policy conditionality, implementation of more prudent debt and reserve management policies in emerging economies, and a higher priority with respect to developing domestic bond markets, hedging instruments, and reduced barriers respecting foreign-owned banks within emerging economies. Informed and informative, Controlling Currency Mismatches In Emerging Markets is a sold work of seminal research and strongly recommended reading for policy makers with respect to international economic issues.
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- Working Papers, Volume I, Chapters 1-12 to accompany Accounting Principles
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Call Center Customer Relationship Management Handbook and Study Guide (ICMI's Handbook/Study Guide)
Call Center Operations Management Handbook and Study Guide (ICMI's Handbook/Study Guide)
ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
