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What can the owner of an Irish supermarket chain teach anyone about customer service? is the opening sentence in Feargals best-seller. Obviously he can teach them a lot. More than 25,000 copies sol...

Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way. All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hid...

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a boo...

"Customers are the heart of any business. But we can't succeed if we develop only one talk addressed to the 'average customer.' Instead we must know each customer and build our individual engagemen...

Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers dir...

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To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. "That means 2.5 percent of your customers ...

Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one.Creating a culture of service excellence requires planning, preparation, and persis...

First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the “Nordstrom&...

Simply knowing the right questions to ask can make the difference between finalizing a sale or losing it. Most salespeople have extensive knowledge of their products, but many fail to ask the quest...

In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and exp...

A groundbreaking how-to resource that addresses the gap between having your customers' voices, and being able to translate their voices into tangible results. Readers will learn how to engage in a ...

In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach t...

Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spa...

If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 offers an easy-to-imp...

At last, the ultimate guide to customer satisfaction by the world's leading authority on the subject For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction an...

* 10 million shoppers in Britain are active members of Tesco Clubcard, the world's most successful retail loyalty schemeBuy this book

Praise for The Nordstrom Way "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their ...