Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See this image

Best Practices in Customer Service Paperback – January 25, 1999


Amazon Price New from Used from
Paperback
"Please retry"
$26.13 $0.01
NO_CONTENT_IN_FEATURE

Image
Looking for the Audiobook Edition?
Tell us that you'd like this title to be produced as an audiobook, and we'll alert our colleagues at Audible.com. If you are the author or rights holder, let Audible help you produce the audiobook: Learn more at ACX.com.

Product Details

  • Paperback: 425 pages
  • Publisher: AMACOM; 1 edition (January 25, 1999)
  • Language: English
  • ISBN-10: 0814470289
  • ISBN-13: 978-0814470282
  • Product Dimensions: 11 x 8.3 x 1.2 inches
  • Shipping Weight: 2.2 pounds
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (5 customer reviews)
  • Amazon Best Sellers Rank: #683,526 in Books (See Top 100 in Books)

Editorial Reviews

Amazon.com Review

Since originating the popular Knock Your Socks Off Service books several years ago, consultant and trainer Ron Zemke has justifiably been regarded as an expert on the whys and hows of delivering top-drawer customer service. Now, teamed with quality-management specialist John A. Woods, he has combined 35 reflective yet pragmatic articles that clarify the connection between great customer service and superior organizational performance. Zemke first explains why such efforts are vital and then provides an assortment of cost-effective ways to implement a variety of service plans. He receives help from contributors such as Chip R. Bell on nurturing loyalty, Janelle M. Barlow and Dianna Maul on maintaining high standards during peak-demand periods, and Gary Connor on developing company-wide campaigns. This is a terrific resource for better understanding what consumers really want and how to create systems that will meet their demands. --Howard Rothman

Book Description

"Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on...

Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more.

With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers:

* fully understand the connection between excellent customer service and organizational performance

* deliver a higher level of customer service at a lower cost

* develop a customer base that fuels growth and profitability."


More About the Author

Ron Zemke is co-author of the original Service America, and is also the key author in Amacom's successful Knock Your Socks Off Service series. Knock Your Socks off books have sold over one million copies worldwide.

Customer Reviews

4.8 out of 5 stars
5 star
4
4 star
1
3 star
0
2 star
0
1 star
0
See all 5 customer reviews
Share your thoughts with other customers

Most Helpful Customer Reviews

6 of 7 people found the following review helpful By Amazon Customer on January 25, 2006
Format: Paperback
The role of customers is increasingly the focus of businesses. The primary goal of business today is to satisfy the expectations and needs of its customers. Only by sustained performance of meeting customers' needs can a company guarantee its long-term success. Profit, writes the author, is only a measure of how well a company has achieved its customer-satisfaction goal.

The question that is posed is "How do you consistently satisfy your customers?" Answer: By understanding and delivering what customers want, by treating customers with respect in all circumstances, by responding fully to problems that arise, and by continuing to meet customers' needs after they have made their purchases.

This book is a collection of essays collected to help readers learn how to:

· Better satisfy their customers by viewing the firm through their eyes

· All employees must understand the importance of customer service

· Handle disappointed customers such that they will return even after the negative experience.

· Fulfill the evolving needs of the customers after they make their purchase.

This book is designed to give the reader more than just the how-to part. These essays will also include the "why." Through case studies and expert insight, the reader should have a stronger understanding for what are best practices in customer service, and see why customer service is so critical to a company.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
By Duck Killer on July 2, 2014
Format: Paperback Verified Purchase
sdfgfxdg
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
Format: Paperback Verified Purchase
The Book came right on time, in perfect condition and it is very helpful to learn about customer service in all kinds of different situations
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
4 of 7 people found the following review helpful By David A. Wachtel on March 15, 2007
Format: Paperback
There are some really good articles in here. This is a compliation of articles and such about this subject. I do a lot of work in my consulting business with employee retention and creating customer loyalty...in other words the best customers tend to do business with the best employees and that customers don't do business with a company, they do business with an employee in the company. If that employee leaves, generally the customer does as well.

A concept lost on many businesses today.

There's a few good pieces on that subject in here. I enjoy reading what other's think about this.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
7 of 79 people found the following review helpful By Raymond Chahda on August 29, 2000
Format: Paperback
Treat colleagues as customers ,then smile and be helpful and supportive ,caring,innovator, sociable good listener, creative patient .
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again

Customer Images