0
Your cart

Your cart is empty

Browse All departments
Price
  • R100 - R250 (373)
  • R250 - R500 (598)
  • R500+ (574)
  • -
Status
Format
Author / Contributor
Publisher

Books > Business & Economics > Business & management > Sales & marketing > Customer services

Customer service (Paperback, 2nd ed): R. Machado Customer service (Paperback, 2nd ed)
R. Machado 2
R453 R373 Discovery Miles 3 730 Save R80 (18%) Shipped within 4 - 8 working days

In today's globalised and digital world, consumers can move from one retailer to the next across the world at the click of a button. Online access and social media mean that consumers are more market savvy, more informed and more discerning than ever before. What brings them back is an enhanced shopping experience, and key to this is good customer service. More and more marketers are focusing on retaining their customer base or trying to erode their competitor's customer base through better customer service. After all, happy customers are repeat customers and become advocates for the business.

Consumer Behavior, Global Edition (Paperback, 11th edition): Leon G. Schiffman, Leslie Kanuk Consumer Behavior, Global Edition (Paperback, 11th edition)
Leon G. Schiffman, Leslie Kanuk
R1,303 R1,150 Discovery Miles 11 500 Save R153 (12%) Shipped within 7 - 12 working days

For undergraduate and graduate consumer behavior courses. The text that set the standard for consumer behavior study. Consumer Behavior explores how the examination and application of consumer behavior is central to the planning, development, and implementation of marketing strategies. MyMarketingLab for Consumer Behavior is a total learning package. MyMarketingLab is an online homework, tutorial, and assessment program that truly engages students in learning. It helps students better prepare for class, quizzes, and exams-resulting in better performance in the course-and provides educators a dynamic set of tools for gauging individual and class progress. This program will provide a better teaching and learning experience-for you and your students. Here's how: * Improve Results with MyMarketingLab: MyMarketingLab delivers proven results in helping students succeed and provides engaging experiences that personalize learning.* Bring Concepts to Life with Cases: End-of-chapter cases show students the real-life application of the concepts just covered so that they can see how real companies use consumer behavior to create marketing strategies, * Global Coverage Focus: Discussions and examples appear throughout the text demonstrating the importance of cultural differences in both domestic and multinational marketing. * Keep Your Course Current and Relevant: New examples, exercises, and research findings appear throughout the text. Note: You are purchasing a standalone product; MyMarketingLab does not come packaged with this content. If you would like to purchase both the physical text and MyMarketingLab search for ISBN-10: 0133131033/ISBN-13: 9780133131031. That package includes ISBN-10: 0132544369/ISBN-13: 9780132544368 and ISBN-10: 0132552000/ISBN-13: 9780132552004. MyMarketingLab is not a self-paced technology and should only be purchased when required by an instructor.

The Customer Signs Your Paycheck (Paperback): Frank Cooper The Customer Signs Your Paycheck (Paperback)
Frank Cooper
R375 R300 Discovery Miles 3 000 Save R75 (20%) Shipped within 7 - 11 working days

Positive Service Gets Positive Results-- Every Time

Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today's hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-"you" activists--and send your business spiraling.

"The Customer Signs Your Paycheck" reveals the secret to ensuring customer contentment during every interaction. Inside, Frank Cooper examines the elements at the heart of quality customer service, which begin with selfawareness and confidence. You'll learn: The 10 commandments for customer relations Eight habits to help you get ahead The easiest way to handle customer complaints A simple method for remembering names

You'll immediately take note of dramatic changes in the way you deal with difficult personalities, customer complaints, and other challenges that come with the territory.

Why drive customers to the competition? It really "is" easy to provide superb service, even when dealing with today's highly empowered and demanding customer.

Customer Service DNA (Paperback): Curtis Hill Customer Service DNA (Paperback)
Curtis Hill
R293 R240 Discovery Miles 2 400 Save R53 (18%) Shipped within 7 - 11 working days
Cashier Number 3 Please (Paperback): Terry Green Cashier Number 3 Please (Paperback)
Terry Green
R239 Discovery Miles 2 390 Shipped within 7 - 12 working days
Customer service management - A holistic approach (Paperback): E. Engelbrecht Customer service management - A holistic approach (Paperback)
E. Engelbrecht
R390 R367 Discovery Miles 3 670 Save R23 (6%) Shipped within 7 - 10 working days
A Guide to Customer Service Skills for the Service Desk Professional (Paperback, 3rd edition): Donna Knapp A Guide to Customer Service Skills for the Service Desk Professional (Paperback, 3rd edition)
Donna Knapp
R940 R790 Discovery Miles 7 900 Save R150 (16%) Shipped within 8 - 13 working days

The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.

Raving Fans - A Revolutionary Approach to Customer Service (Paperback, New edition): Ken Blanchard, Sheldon Bowles Raving Fans - A Revolutionary Approach to Customer Service (Paperback, New edition)
Ken Blanchard, Sheldon Bowles
R204 R146 Discovery Miles 1 460 Save R58 (28%) Shipped within 7 - 12 working days

RAVING FANS!

"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 booming business, you have to create Raving Fans."

This, in a nutshell, is the advice given to a new Area Manager on his first day – in an extraordinary new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

'Raving Fans' is written in the parable style of the bestselling 'The One Minute Manager' and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature – not just a passing fad.

Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. 'Raving Fans' includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace – and turn their customers into raving, spending fans.

Customer Service Training 101: Quick and Easy Techniques That Get Great Results (Paperback, 2nd Revised edition): Ren ee Evenson Customer Service Training 101: Quick and Easy Techniques That Get Great Results (Paperback, 2nd Revised edition)
Ren ee Evenson
R467 R325 Discovery Miles 3 250 Save R142 (30%) Shipped within 7 - 12 working days

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of "Customer Service Training 101" presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: - Projecting a positive attitude and making a great first impression - Communicating effectively, both verbally and nonverbally - Developing trust, establishing rapport, and making customers feel valued - Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

The Customer Rules - The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the... The Customer Rules - The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World (Hardcover)
C. Britt Beemer, Robert L. Shook
R690 R535 Discovery Miles 5 350 Save R155 (22%) Shipped within 7 - 11 working days

. .

Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In "The Customer Rules," C. Britt Beemer, a leading consumer research and marketing consultant, and bestselling business author Robert Shook offer practical advice on how to build a robust company culture based on the concept of unsurpassed customer-service designed to increase your market share. . .

A combination of extensive market research unprecedented in scope, as well as close studies of fourteen companies that excel in the area of customer service, "The Customer Rules" distills profitable lessons on how to achieve strong customer loyalty. Referencing specific research findings, Beemer and Shook examine the obstacles that too often distract a company's focus from its most important task--providing preeminent service and creating a unique customer experience. The authors then supply fourteen workable solutions to ensure the return of customers time and time again, including: . . Instill the importance of customer service in every employee. Use a small-town approach to meeting customers' needs no matter how big your company is. Develop a unique identity your customers will seek out. Maintain a focus on the customer before, during, and after the sale. .

Success in retail, service, manufacturing, or any other business always boils down to the customer experience. Beemer and Shook use in-depth interviews with high-level managers from such companies as Chubb, NetJets, Edward Jones, Lexus, Johnson And Johnson, and Four Seasons Hotels to illustrate the best ways for creating exceptional customer service. "The Customer Rules" gives you thetools you'll need to become the undisputed leader in your industry..

Profit-Driven Customer Service - Tuning and Exploiting a Necessary Function So It Multiplies Profit (Paperback): Randy MacLean Profit-Driven Customer Service - Tuning and Exploiting a Necessary Function So It Multiplies Profit (Paperback)
Randy MacLean
R893 R831 Discovery Miles 8 310 Save R62 (7%) Shipped within 7 - 11 working days
The Service Culture Handbook - A Step-By-Step Guide to Getting Your Employees Obsessed with Customer Service (Paperback): Jeff... The Service Culture Handbook - A Step-By-Step Guide to Getting Your Employees Obsessed with Customer Service (Paperback)
Jeff Toister
R301 Discovery Miles 3 010 Shipped within 7 - 11 working days
Behind the Red Door - Unlock Your Advocacy Influence and Success (Hardcover): Karen B. Moore Behind the Red Door - Unlock Your Advocacy Influence and Success (Hardcover)
Karen B. Moore
R475 R375 Discovery Miles 3 750 Save R100 (21%) Shipped within 7 - 11 working days
This Is Service Design Methods - A Companion to This Is Service Design Doing (Paperback): Marc Stickdorn, Markus Edgar Hormess,... This Is Service Design Methods - A Companion to This Is Service Design Doing (Paperback)
Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, Jakob Schneider
R815 R534 Discovery Miles 5 340 Save R281 (34%) Shipped within 7 - 12 working days

In this book, you'll find 54 hands-on descriptions that help you do the key methods used in service design. These methods include instructions, guidelines, and tips-and-tricks for activities within research, ideation, prototyping, and facilitation. This is the print version of the method companion to the book This Is Service Design Doing (#TiSDD). It includes the same content that you can find free on the book website, tisdd.com, but nicely revisualized and presented in a professional bound format. Caveat: While methods are the building blocks of a service design process, owning a pile of bricks does not make you an architect or even a bricklayer. Success in doing service design certainly requires a mastery of these methods. However, you must also be able to combine them into a process that fits the context and needs of your organization and guide people through this new way of working. This book only contains the building blocks-the methods. It doesn't detail how to assemble them into a cohesive design process or how to plan or manage it. Neither does it describe why people should invest in service design nor explain how to bring service design to life in your organization. For all of this (and more), please read This Is Service Design Doing.

Hello! - And Every Little Thing That Matters (Hardcover, 1st ed. 2015): Kate Edwards Hello! - And Every Little Thing That Matters (Hardcover, 1st ed. 2015)
Kate Edwards
R575 R220 Discovery Miles 2 200 Save R355 (62%) Shipped within 7 - 11 working days

Hello! And Every Little Thing that Matters will transform the way businesses interact with customers - delivering a big impact with small ideas. Impactful ideas for businesses on how to treat their customers, from saying Hello to everyone who you encounter to making sure the chairs in your place of business are comfortable.

Connect - How to Use Data and Experience Marketing to Create Lifetime Customers (Hardcover): Lars Petersen, Ron Person,... Connect - How to Use Data and Experience Marketing to Create Lifetime Customers (Hardcover)
Lars Petersen, Ron Person, Christopher Nash
R443 R321 Discovery Miles 3 210 Save R122 (28%) Shipped within 7 - 12 working days

Connect and engage across channels with the new customers Connect is the ultimate marketing guide to becoming more relevant, effective, and successful within the new marketplace. Written by a team of marketing experts serving Fortune 500 brands, this book outlines the massive paradigm shift currently taking place within the industry, and provides the insight and perspective marketers need to stay on board. Readers will find guidance toward reaching a customer base that sees marketers as an unnecessary annoyance, and strategies for engaging those customers at touch points throughout the customer lifecycle. The book's scope encompasses both digital and real-life avenues, discussing the new ways of thinking and the new tools and processes that allow marketers to function in the new era where digital customer experiences are increasingly important. Marketing is undergoing a revolution to rival the impact of Gutenberg's printing press. Customers are in control, with more choice and more access than ever before, and they refuse to be "sold to" or "managed." Many marketing professionals are flailing for a new strategy while the winners are clearly jumping ahead Connect takes readers inside the winners' world to learn the approach that's engaging the new consumer. * Discover the technology and processes that allow marketers to remain relevant * Craft a personal, relevant, and accessible customer journey that engages the connected customer * Keep in touch throughout the customer's life cycle, both online and offline * Link digital goals and metrics to business objectives for a more relevant strategy Smart marketers have moved to a higher level that achieves business objectives while increasing relevance to the customer. Connect provides readers a roadmap to this new approach, and the tools that make it work.

Inbound Organization - How to Build and Strengthen Your Company's Future Using Inbound Principles (Hardcover): Dan Tyre,... Inbound Organization - How to Build and Strengthen Your Company's Future Using Inbound Principles (Hardcover)
Dan Tyre, Todd Hockenberry
R440 R317 Discovery Miles 3 170 Save R123 (28%) Shipped within 7 - 12 working days

Use inbound principles to build and strengthen your company's future We're in a major shift in a fundamental aspect of how businesses grow, how buyers purchase, and how businesses build meaningful conversations and customer relationships. Companies who align their mission, strategies, action plans, and tools with the way buyers think, learn, discover, and purchase will have a huge competitive advantage. Organizations need to adjust their mindset and build a strategic foundation to deal with these facts and not just update a business plan. Inbound Organization shows leaders how to build their company's future around Inbound principles and strengthen the structural foundations necessary to deal with the changes in buyer behavior. It explains how and why Inbound ideas and how to create a remarkable customer experience belong in the boardrooms and on the desks of founders, entrepreneurs, business leaders, and anyone who has a responsibility to lead their organizations into the future. - Discover the foundation of inbound principles - Learn how to put ideas into practice today - Read about organizations that successfully apply the principles of Inbound - Keep your business on course to succeed amidst buyer changes Stay ahead of the curve and learn how to use Inbound principles to ensure you're always ahead of the curve.

Blind Spot - Illuminating the Hidden Value in Business (Paperback): Steve Diller, Nathan Shedroff, Sean Sauber Blind Spot - Illuminating the Hidden Value in Business (Paperback)
Steve Diller, Nathan Shedroff, Sean Sauber
R551 R432 Discovery Miles 4 320 Save R119 (22%) Shipped within 7 - 11 working days
Hug Your Haters - How to Embrace Complaints and Keep Your Customers (Standard format, CD): Jay Baer Hug Your Haters - How to Embrace Complaints and Keep Your Customers (Standard format, CD)
Jay Baer; Narrated by Jay Baer
R547 R422 Discovery Miles 4 220 Save R125 (23%) Shipped within 7 - 11 working days
Beyond Brand - Why it's the experience that causes people to fall in love with your brand! (Paperback): Craig Mcvoy Beyond Brand - Why it's the experience that causes people to fall in love with your brand! (Paperback)
Craig Mcvoy 1
R301 R244 Discovery Miles 2 440 Save R57 (19%) Shipped within 7 - 12 working days
The Automatic Customer - Creating a Subscription Business in Any Industry (Standard format, CD): John Warrillow The Automatic Customer - Creating a Subscription Business in Any Industry (Standard format, CD)
John Warrillow; Narrated by Don Hagen
R547 R422 Discovery Miles 4 220 Save R125 (23%) Shipped within 7 - 11 working days
The Art of Client Service - The Classic Guide, Updated for Today's Marketers and Advertisers (Hardcover, 3rd Edition):... The Art of Client Service - The Classic Guide, Updated for Today's Marketers and Advertisers (Hardcover, 3rd Edition)
Robert Solomon; Foreword by Ian Schafer
R396 R290 Discovery Miles 2 900 Save R106 (27%) Shipped within 7 - 12 working days

A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work. Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients. It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.

Consumer Behaviour, FET level 3 - Textbook (Paperback): Karien Gerber, N. Bothma Consumer Behaviour, FET level 3 - Textbook (Paperback)
Karien Gerber, N. Bothma
R363 R316 Discovery Miles 3 160 Save R47 (13%) Shipped within 4 - 9 working days
Competing Against Luck - The Story Of Innovation And Customer Choice (Paperback, International ed.): Clayton M. Christensen Competing Against Luck - The Story Of Innovation And Customer Choice (Paperback, International ed.)
Clayton M. Christensen; As told to Taddy Hall
R419 R266 Discovery Miles 2 660 Save R153 (37%) Shipped within 7 - 12 working days

The foremost authority on innovation and growth presents a path-breaking book every company needs to transform innovation from a game of chance to one in which they develop products and services customers not only want to buy, but are willing to pay premium prices for. How do companies know how to grow? How can they create products that they are sure customers want to buy? Can innovation be more than a game of hit and miss? Harvard Business School professor Clayton Christensen has the answer. A generation ago, Christensen revolutionized business with his groundbreaking theory of disruptive innovation. Now, he goes further, offering powerful new insights. After years of research, Christensen has come to one critical conclusion: our long held maxim--that understanding the customer is the crux of innovation--is wrong. Customers don't buy products or services; they "hire" them to do a job. Understanding customers does not drive innovation success, he argues. Understanding customer jobs does. The "Jobs to Be Done" approach can be seen in some of the world's most respected companies and fast-growing startups, including Amazon, Intuit, Uber, Airbnb, and Chobani yogurt, to name just a few. But this book is not about celebrating these successes--it's about predicting new ones. Christensen contends that by understanding what causes customers to "hire" a product or service, any business can improve its innovation track record, creating products that customers not only want to hire, but that they'll pay premium prices to bring into their lives. Jobs theory offers new hope for growth to companies frustrated by their hit and miss efforts. This book carefully lays down Christensen's provocative framework, providing a comprehensive explanation of the theory and why it is predictive, how to use it in the real world--and, most importantly, how not to squander the insights it provides.

Customer Service in Tourism and Hospitality (Hardcover, 2nd edition): Simon Hudson, Louise Hudson Customer Service in Tourism and Hospitality (Hardcover, 2nd edition)
Simon Hudson, Louise Hudson
R1,899 R1,690 Discovery Miles 16 900 Save R209 (11%) Shipped within 7 - 12 working days

A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the `whys' and `hows'of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. New material covers issues such as: * the impact of the sharing economy and how hotels are getting `social' to compete; * the latest in technology and its impact on customer service including Virtual Reality and use of robots to enhance the traveller experience; * new demographic and cultural shifts; * New market trends - including how resorts are catering to the demands of the international traveller from emerging markets and the luxury family market; * Using big data to personalize experiences and encourage loyalty. The text has a full suite of pedagogic features to aid learning and understanding, including: * An `At Your Service' Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service. * Each chapter contains a `Service Snapshot' - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter. * Detailed international `Case Studies', which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai.

Free Delivery
Pinterest Twitter Facebook Google+
You may like...
Crack Crack the Code - Upgrade your…
Paperback R356 R280 Discovery Miles 2 800
The Trusted Advisor
David H. Maister, Robert Galford, … Paperback R392 R310 Discovery Miles 3 100
Dealing with Difficult People - Fast…
Roy Lilley Paperback  (1)
R245 R193 Discovery Miles 1 930
Coaching Knock Your Socks Off Service
Kristin J. Anderson, Ron Zemke Paperback R388 R271 Discovery Miles 2 710
Celebrity Service
Geoff Ramm Paperback R301 R244 Discovery Miles 2 440
Service-Ability - Create a Customer…
Kevin Robson Hardcover R579 R408 Discovery Miles 4 080
Loyalty 3.0: How to Revolutionize…
Rajat Paharia Hardcover R513 R373 Discovery Miles 3 730
The New Gold Standard: 5 Leadership…
Joseph Michelli Hardcover R598 R370 Discovery Miles 3 700
Operations and management principles for…
Esther Hoffmann, Dennis Farrell, … Paperback R1,278 Discovery Miles 12 780
Customer Experience Management - How to…
Nihat Tavsan, Can Erdem Paperback R530 R417 Discovery Miles 4 170

 

Partners