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Please Every Customer: Delivering Stellar Customer Service Across Cultures Paperback – April 14, 2011

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From the Publisher

Bob Lucas is president of Creative Presentation Resources, a creative training and products company, and founding managing partner for Global Performance Strategies, LLC, an organization specializing in performance-based training and consulting services.

From the Author

As the character Dorothy said to her dog Toto following the fantastic, rapid transfer from her world to one totally foreign to her in the classic film The Wizard of Oz, "I've a feeling that we're not in Kansas anymore." That is the way that most customer service and business professionals who have been in the workforce for any period of time are likely feeling these days. Things are changing so fast that before they can adapt to any type of status quo, the world around them has morphed into something different again. Demographics, work processes, technology, social values, customer needs and wants, career opportunities, and just about everything with which they come into contact looks different today than it did only a short time ago. And, every one of these shifting factors has a direct impact on service providers, their employers and the customers that they serve.
Not only do today's service providers have to be concerned with job knowledge, skills and  professional standards, but they also have to be cognizant of the values, beliefs, social mores, expectations, needs and preferences of customers. All of this lends itself to a need for a higher level of training and self-development. Even so, many organizations do not invest large sums of money in customer service training and often view such training as "fluff" or nice-to-have but not necessary. In many instances managers see customer service training as not contributing to the bottom line and therefore relegate it to a lower priority, especially in an economy where training dollars are tight.
The front-line employee and their direct supervisor(s) are the backbone of any organization and the people with whom customers have contact. They are the "face" of the organization. These professionals can make or break a company and need all the knowledge and skills they can get in order to provide stellar customer service. Ultimately, the responsibility for education and garnering new and necessary knowledge and skills that allows for effective service delivery rests on the individual service provider. That is why I have written Please Every Customer: Delivering Stellar Customer Service Across Cultures. By using the information provided in this book, you can effectively prevent your customers from defecting to your competition.

Product details

  • Paperback : 304 pages
  • ISBN-10 : 0071748369
  • ISBN-13 : 978-0071748360
  • Item Weight : 14.5 ounces
  • Dimensions : 6 x 0.69 x 9 inches
  • Publisher : McGraw-Hill Education; 1st edition (April 14, 2011)
  • Language: : English
  • Customer Reviews:
    5.0 out of 5 stars 2 ratings

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