Customer services Books

Book Synopsis

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Table of ContentsPreface Acknowledgments1. Creating Breakthrough Services2. Developing a Vision of the Business3. Building Customer Loyalty4. Focusing and Positioning the Service5. Determining the True Costs and Benefits of Service Quality6. Developing Devices for Achieving Total Customer Satisfaction7. Managing for Quality and Productivity Gains8. Managing Demand and Supply9. Managing Networks10. Managing Information Technologies11. Mobilizing People12. Organizing Work13. Conceiving Future Breakthroughs14. Realizing Service BreakthroughsAppendix: Illustrative Approaches to Transportation Network DesignNotesIndex

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Book SynopsisSynopsis coming soon.......Table of ContentsCONTENTSPREFACE1. Service Leadership Spells Profits2. The Customers' View of Service Quality3. Potential Causes of Service-Quality Shortfalls4. Gap 1: Not Knowing What Customers Expect5. Gap 2: The Wrong Service-Quality Standards6. Gap 3: The Service Performance Gap7. Gap 4: When Promises Do Not Match Delivery8. Getting Started on the Service-Quality Journey9. Service-Quality Challenges for the 1990'sAppendix A. Servqual and Its ApplicationsAppendix B. Approaches for Measuring Service-Provider Gaps and Their CausesNotes and ReferencesIndex

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Book SynopsisA bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale. While the world has never needed more empathy than today, too often technology is used by businesses as a substitute and a barrier to real human connection. We’ve all experienced dumb chatbots, automated scripts and poor employee interactions that dehumanizes customer interactions. That’s because brands have focused on company centric business strategies, processes and technology. However, simply put: No customers, no business. What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets—the very people who make it possible to be in business? Empathy is a powerful construct for a better world and a better business. It’s not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way. In this groundbreaking new book, longtime technology leader and current CEO of Genesys, Tony Bates teams up with researcher and customer experience evangelist, Dr. Natalie Petouhoff to define a new path forward to put empathy into action. By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding and predicting, as well as, taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition. They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like, AI and cloud can enable a more empathetic world. Trade Review"A book with the credibility and experience to start a broader business conversation about delivering better customer experiences through empathy." John Chambers - Chairman Emeritus, Cisco and CEO JC2 Ventures"Whether you are a start-up or an intraprepreneur inside a company, this book is your key to become obsessed with your customer and your employees. The author's four empathy pillars - listen, understand + predict, act and learn are the key to what drives innovation and disruption. I can't wait for my students and clients to dive into this book."Jan Ryan - Professor and Exec Director of Entrepreneurship & Innovation at University of Texas & Partner at Capital Factory, Inc"Bates and Petouhoff examine why customer experiences have fallen short in the past and spark your imagination about a new world of superior, empathetic customer experiences."John Donahoe - President and CEO, Nike"Experience" happens when leaders guide their organization to behaviors and habits that earn admiration and sustainable growth. Use this book as a practical guidebook to achieve these outcomes."Jeanne Bliss - Best-selling author of Chief Customer Officer"Filled with new perspectives on the power of empathy in anticipating and delivering on customer expectations, I recommend this valuable book for anyone looking to innovate customer experience." Shantanu Narayen - Chairman, President & CEO, Adobe Inc. "Empathy in Action provides tremendous insight into the opportunity for leaders to blend empathy and experiences in a way that leads to better business outcomes."Pat Gelsinger - CEO, Intel "Empathy in Action delivers a systematic, intentional approach to transform your organization. Keep this book close by because you'll be referencing it frequently!"Charlene Li - New York Times bestselling author of The Disruption Mindset and Founder of Altimeter"If you care about your customer and employees, I recommend Empathy in Action for your whole organization. It's a guide for reexamining our approaches to customer and employee experience that has the potential for those daring enough to shift paradigms to transform business as we know it."Sandy Carter - VP, AWS WWPS Partners and Programs"This book explores how it all starts with employee satisfaction - which directly correlates with customer satisfaction. If companies want to stay relevant in this new world - these dynamics must be explored and implemented." Andrea Chin - Executive Director Global Consumer Care - IT at The Estée Lauder Companies Inc."All roads in business, service and relationships lead back to respect. Our success is contingent not only on our ability to solicit loyalty, but to deliver an experience that show that we are listening; we care. Empathy is personalizing respect, and this book sets the tone for our changing world, and expectations of our employees and customers. Empathy In Action explains a bold shift towards relying more heavily on prosocial innovation."Odessa Jenkins - President, Emtrain"For a decade or more, we have been talking about customer-centrism, and customer experience. Last year, during the pandemic, we began to hear about the importance of business empathy in realizing a great customer experience. But very little had been done about what that actually means when it's put into action. But now industry dynamo Natalie Petouhoff who is currently the Chief Empathy Officer at Genesys and the Genesys CEO, Tony Bates, take empathy and give it substance. Not only do they help define how to see and feel the shoes the customer is in, but also what it takes to walk in those shoes. If you want to truly understand, what empathy means in business, how to apply it and how to measure how successful you have been, then this is a must have book. So, if you feel anything for your customers, order this book and start reading it, even if you are still in your own shoes when you do. Because, trust me, by the time you are done, you will be living the book's title - "Empathy in Action."Paul Greenberg - Best-selling author CRM at the Speed of Light (4 Editions) "In an age where almost every interaction we have is through a lens of technology, too many nameless faceless corporations have set aside the human connection for the bottom-line efficiency of technology. The secret to loyal customers isn't in technology or efficiency, it is in creating that empathetic connection at scale. In this amazing book Empathy in Action, Tony has laid out a road map for leaders to lead from the front and reestablish that critical empathetic human touch. A must have for any leader's library."Alan Webber - Program VP, Customer Experience Strategies | IDC.com"Empathy as a leverage tool toward employees and customers loyalty, and company growth. --Empathy in Action closes the gap between theory and what occurs to your customers and employee experience when you add Empathy to the formula. Unlike many other books expressing the author's ''opinion'', you have a book based on facts, outstanding research, exceptional proofed results, and great ideas that will help your company evolve. We are still far from closing all experience blind spots, but this book will certainly bring you many steps closer. I highly recommend this book if you want to insert Empathy in your organization effectively! A practical reading that will assist your organization to gain real market differentiation and advantage."Ricardo Slatz Gulko - Co-Founder of European Customer Experience Organization"Few people are as qualified to dissect and discuss the important of empathy in business and culture as Dr. Natalie Petouhoff. Her deep expertise in understanding the wants, needs and psychology of both customers and employees gives her unique insights into how better understanding leads to better business results. Empathy In Action will no doubt be a must read for business leaders, the C-Suite and even the "E-suite"—those seeking to obtain deeper levels of empathy, to better serve customers, employees and citizens."David Armano, Founder - Armano Design Group, Forbes Contributor, Former Edelman Executive"Companies are missing the massive opportunity to transform their transactional relationships with customers into bonds that are formed and informed by their experiences. In all my research and writing, it is clear that businesses with a traditional approach to customer service have only a matter of time before they're replaced by a vendor that truly understands and wants to help their customer. This book offers readers the rationale behind adopting a customer-centric business model and the unexpected blind spots to avoid."Adrian Swinscoe - advisor, best-selling author and Forbes contributor

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Book SynopsisLevel 3: Customer Service Specialist has been designed and written to support those studying for the Level 3 Customer Service Specialist Apprenticeship and also the Level 2 Customer Service Practitioner Apprenticeship and other, similar, Level 2/3 Diplomas and Certificates in Customer Service. The book covers the theories and hypotheses covered in the syllabus of the qualifications and explains them in a plain and straightforward manner. The book is designed to match the modules of study in the apprenticeship standard and therefore make selective study very straightforward. It is also intended that this book will become a valuable point of reference not only whilst studying for an apprenticeship, but also afterwards, with many areas of support and guidance appropriate and relevant to a career in Customer Service after the qualification has been achieved.

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