Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience; the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization.
Be Your Customer's Hero by Adam ToporekOn the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Quick chapters show readers how to: - Achieve the mindset required for Hero-Class(TM) service - Understand the customer's expectations-and exceed them - Develop powerful communication skills - Avoid the seven triggers guaranteed to set customers off - Handle difficult and even irrational customers with ease - Become an indispensable part of any frontline team Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way. "
Call Number: HF5415.5 .T664 2015
Publication Date: 2015
Five Star Service by Michael HeppellCreate magic moments that get you noticed, remembered and referred. Providing excellent customer service is the surest way to greater success for your organisation and a more successful career for you. And it's not half as difficult or time consuming to achieve as you might think!
Call Number: HF5415.5 .H424 2015
Publication Date: 2015
Uncommon Service by Frei & MorrissMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance - for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. InUncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: *How do customers define "excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price? *How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? *How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? *How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology? Practical and engaging,Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
Call Number: HF5415.5 .F728 2012
Publication Date: 2012
Disney U by Doug LippWith a Foreword by Jim Cora, former Chairman of Disneyland International "A leadership blueprint, applicable in any organization." -- Captain D. Michael Abrashoff, U.S. Navy (Ret.), and author of It's Your Ship "When I first arrived at The Walt Disney Company, I was surprised to find I had to go back to school--at Disney University! There, I learned the fundamentals of guest service that consistently gave Disney a tremendous advantage in the marketplace. Now, anyone can know these secrets of success thanks to Doug Lipp's informative book. No matter what your business, the lessons taught at DisneyUniversity will prove invaluable." -- Michael Eisner, Former CEO and Chairman, The Walt Disney Company When it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney's employees have been fueling the iconic brand's wild success for more than 50 years. How has Disney succeeded in maintaining such a powerful workforce for so many years? Why are so many corporations and executives drawn to study how Disney continues to exemplify service and leadership standards? The Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic. Now, for the first time, the secrets of this exemplary institution are revealed. In Disney U, Doug Lipp examines how Van perpetuated Walt Disney's timeless company values and leadership lessons, creating a training and development dynasty. It contains never-before-told stories from numerous Disney legends. These pioneers share behind-the-scenes success stories of how they helped bring Walt Disney's dream to life. Disney U reveals the heart of the Disney culture and describes the company's values and operational philosophies that support the iconic brand. Doug Lipp lays out 13 timeless lessons Disney has used to drive profits and growth worldwide for more than half a century. To this day, the Disney University continues to turn out some of the most engaged, loyal, and customer-centered employees the business world has ever seen. Using the lessons outlined in Disney U will set your organization on a path of sustained success. PRAISE FOR Disney U: "I highly recommend Disney U to anyone interested in building an enduring market presence and brand." -- Stephen Cannon, President and Chief Executive Officer, Mercedes-Benz USA "Lipp's narratives reveal how Van and other Disney visionaries set the stage for a world-class organization by skillfully balancing both 'people' and 'technology.'" -- Debi Aubee, Vice President of Sales, Bose Corporation "Every leader should have the equivalent of a Van France at his or her side. Thanks to Doug Lipp, we can now tap into the brilliance of a man who helped Walt createThe Happiest Place on Earth." -- David Overton, Founder and Chief Executive Officer, The Cheesecake Factory "How does Disney University create such enthusiastic, loyal, and customer-centered employees, year after year? Now, for the first time, Doug Lipp takes us on a journey backstage to answer this pivotal question." -- John G. Veres III, Ph.D., Chancellor, Auburn University at Montgomery "Doug Lipp shares terrific stories about Disney that underscore the importance of creating an organizational culture with an unwavering dedication to superlativeservice and exceptional quality, both for employees and customers. He then takes it a step further by explaining how to bring these values to life for your organization." -- Christine A. Morena, Executive Vice President of Human Resources, Saks Incorporated
Call Number: HF5415.5 .L5657 2013
Publication Date: 2013
Customer Service Management Training 101 by Renee EvensonBecoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed fornew managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting - Time management - Team development - Conflict resolution - Providing feedback - Monitoring performance - Conducting meetings - Managing challenges - Listening - Verbal, nonverbal, and written communication.Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
Call Number: HF5415.5 .E894 2012
Publication Date: 2011
Customer Service Training 101 by Renee EvensonYour 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. "
Call Number: HF5415.5 .E89 2011
Publication Date: 2010
Perfect Phrases for Customer Service by Robert BacalTHE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You've heard it a million times: "The customer is always right." But let's face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee. Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for: Defusing bad situations before they get worse Handling complaints patiently and professionally Satisfying customers and increasing sales Building long-term relationships with important customers
Call Number: HF 5415.5 .B32 2011
Publication Date: 2010
When Customers Talk... Turn What They Tell You into Sales by Pilotta & GrossWhat do customers really want? Not all retailers are in the habit of listening when customers talk. They can do better, according to master customer service speaker, author, and consultant T. Scott Gross. In fact, research shows that unhappy customers talk about negative experiences for an average of 18 months. Once they have a bad experience, it will take 12 positive experiences to make up for it. However, if a complaint is resolved, count on an intensely loyal customer. Gross partners with consumer researcher Joe Pilotta from BIGresearch to draw conclusions for frontline retailers and managers based on the insights of 100,000 retail customers. This approachable, must-have guide offers detailed insights to help retailers learn how to anticipate customer needs and take advantage of emerging trends.
Call Number: HF5415.5 .G762 2005
Publication Date: 2004
Branded Customer Service by Barlow & StewartWritten by the author of the bestselling A Complaint Is a Gift, this book is the first comprehensive practical guide to focus on branding customer service. It details how to create a definitive, recognizable style of sevice that reinforces a company's brand values every time a customer interacts with an organizational representative."Barlow and Stewart break new ground in bringing together the dynamics of customer service with the intricate connections a great brand engenders." --Kevin Roberts, CEO Worldwide, Saatchi & Saatchi
Call Number: HF5415.5 .B3667 2004
Publication Date: 2006
Creating Customer Evangelists by McConnell & Huba & KawasakiFor the first time in paperback, a revised edition of the book that launched the term “customer evangelism” and inspired the creation of an industry. Updated with new statistics and figures, this landmark book has shown countless companies how to harness the power of evangelism marketing and increase customer loyalty, sales, and profitability. When customers are truly thrilled about their experience with a product or service, they become outspoken “evangelists” for a company. For most businesses, customers are loyal to people, not brands. Creating a culture of not only loyalty but belief is the formula for creating authentic and powerful word of mouth.By researching companies with dedicated groups of outspoken, buss-spreading evangelists, authors Ben McConnell and Jackie Huba distill the formulas of the successful companies into the six tenets of customer evangelism.Creating Customer Evangelistsexplains why many traditional loyalty programs fail and how organic word-of-mouth programs often create communities of influencers who accelerate a company’s success. Creating Customer Evangelistsis the bible for any business hoping to convert good customers into exceptional ones who willingly spread the word.
Call Number: HF5415.5 .M1834 2003
Publication Date: 2002
Customers for Life by Sewell & BrownIn 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 explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve • Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and politeness from his mother.
Call Number: HF5415.5 .S49 2002
Publication Date: 2002
Selected Films (Available Online)
Selected E-Book Titles (Available Online)
Customer Service by Colin Diggines, et. al.Customer service is not a new topic in marketing. Although most marketing texts cover customer service in some form or another, the topic is generally not given the attention it deserves.
Publication Date: 2015
Win the Customer by Flavio MartinsGreat companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can’t be duplicated: unique, outstanding customer service experiences. Win the Customercuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers how to: Align the business around a customer service mission • Make every employee a customer service agent • Create an environment in which exceptional service experiences can happen • Humanize customer service, virtually and in person • Find a way to say “yes” even when the answer is “no” • Ask fewer questions—and provide more answers • Use words that win customers • Empower employees to find innovative solutions • Learn from your critics • Exploit your customer’s pain points, but never the customer • Allow for random acts of WOW—they’re often the most memorable • And much more When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customers into lifelong fans.