Customer Escalation Management Handbook

Author : Marci Reynolds
Publisher : Independently Published
ISBN 13 :
Total Pages : 68 pages
Book Rating : 4.31/5 ( download)

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Download or read book Customer Escalation Management Handbook written by Marci Reynolds and published by Independently Published. This book was released on 2019-03-28 with total page 68 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer escalations are on the mind of many support leaders today. They can take up a significant amount of time, negatively impact business results and can have a morale impact on employees. Escalations are stressful.This handbook will help you learn: Escalation process best practices; How to prevent escalations; How and when call center agents should transfer an escalation call; Approaches to understand why customers escalate; How to train and empower your team members; Key phrases and scripting for effectively handling escalation conversations; Why escalations can be a good thing; How to keep your boss and the C Levels happy; The importance of follow up.Prevent and manage complaints and customer escalations. Achieve the best outcomes for customers, employees and your business.

Author : Nikolaos Zormpas
Publisher : Nikolaos Zormpas
ISBN 13 : 6188587808
Total Pages : 209 pages
Book Rating : 4.09/5 ( download)

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Download or read book Customer Escalations Management: The Golden Recipe written by Nikolaos Zormpas and published by Nikolaos Zormpas . This book was released on 2022-02-06 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you ready for AMAZING Customer Service & Experience? What about EXCEPTIONAL Service Delivery? Do you want to see your customers returning back Again & Again? If so, then this is the book for you!!! No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they're giving you a chance to make it up to them instead of just taking their business elsewhere. It's also a chance to learn what areas in your business may be problematic and need fixing. You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference. In Customer Escalations Management: The Golden Recipe, you will discover: ◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers. ◆ How to handle customer complaints seamlessly to ensure no cases get dropped. ◆ Why customer escalations can actually be a boon to your company. ◆ How a company's leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction. And much, much more! No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas' Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention. If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then grab your copy now! Editorial Reviews Review "Your response, when things don't go right for customers, is essential to rebuilding trust and gaining loyalty. From the power of acknowledgement, an apology to the processes needed for great customer escalation management - this book by Nikolaos Zormpas is a must-read, must gift, must implement. Hands down Nikolaos' book will help you rebuild trust and grow customer loyalty." By Jason S Bradshaw, Global Customer Experience Guru, Best Selling Author and Executive -------------------------------------------------------------------------------------- "There are many audiences that can benefit from the systems and wisdom captured in "Customer Escalations Management." Nikolaos does a wonderful job demystifying where negative customer perceptions are likely to come from, and how to address these situations strategically. Implementing the principles in this book are sure to enhance both the Customer and the Employee experience inside of your organization." By Nate Brown, Founder of CX Accelerator -------------------------------------------------------------------------------------- "Nikolaos' book is a must have tool for any company wanting to thrive in customer satisfaction and retention. Make sure to add the ingredients of his golden recipe to your arsenal." By Chip Conley - Founder, Modern Elder Academy -------------------------------------------------------------------------------------- "This book teaches everyone on your team how to be a zero risk to do business with. Every company drops the ball from time to time, the great companies anticipate it, fix it and end up making those customers more loyal as a result." By John R. DiJulius III author of The Relationship Economy -------------------------------------------------------------------------------------- "Nikolaos delivers clear advice and recommended steps to take to ensure customer service responds correctly with his Golden Recipe. I recommend this book to every company wanting to improve its customer satisfaction." By Mike Feldman, Xerox's EVP and President of Americas Operations and Global Document Services -------------------------------------------------------------------------------------- "Nikolaos' Golden Recipe is not just a book...it's a powerful set of actionable tools and advice that any leader aiming for customer excellence can apply." By Jill Griffin, Best Selling Author: Customer Loyalty: How To Earn It, How To Keep It -------------------------------------------------------------------------------------- "This book is a must-read for everyone who wants to thrive at customer service, success and retention. It brings together the required tools and information under a Golden Recipe for success." By Shep Hyken, New York Times bestselling author of The Amazement Revolution -------------------------------------------------------------------------------------- "Nikolaos in his book explains, from the ground to the top, why customers are right even when they're not. He also justifies why clear vision, distributed strategy and on the job training are the secret ingredients of success. A must read and re-read." By Dr. Theodore N. Krintas, Koubaras Ltd Founder & CEO -------------------------------------------------------------------------------------- "I really enjoyed this book. The message is simple, clear and straight to the point. Complaint management is covered from start to finish, with practical no-nonsense advice. The author gives you all the tools to defuse customers frustration and even improve their trust and loyalty toward your brand. A must read for anyone in customer service." By Daniel Lafrenière, Omnichannel Customer Experience Strategist -------------------------------------------------------------------------------------- "Golden recipe is simple to follow, yet incredibly powerful. Nikolaos does an amazing job at showcasing what many would consider to be a bad thing (customer escalating) to be valuable learning moments. Read the book end to end or use chapters as golden nuggets, I would recommend it to anyone who has to deal with customers." By Philippe Mathijs, Founder of Reach Outstanding, Award Winning Global Executive Coach for Leaders and Managers -------------------------------------------------------------------------------------- "All leaders and managers need to read Customer Escalations Management. This well-written, easily accessible book provides powerful and practical tools to develop systems and organizational competencies that will turn service breakdowns into customer experience breakthroughs. When you leverage the power of Customer Escalations Management, your team members and customers will thank you!" By Joseph Michelli, Ph.D. - New York Times #1 Bestselling author of books like Stronger Through Adversity, The Airbnb Way, and The Starbucks Experience -------------------------------------------------------------------------------------- "Customer Escalations Management is a deeply human approach to a less and less humanized world. Nicely written, pleasantly read, it will give you a fresh insight in people dynamics that seal customer interaction." By Artemios Miropoulos, CEO Linkage Greece & Cyprus, Inspirational Speaker, Author: The Nameless King-25 Stories of Leadership from Ancient Greece -------------------------------------------------------------------------------------- "Nikolaos does a really great job of summarising why customers complain, why issues are too often escalated, when that needn't be the case and what businesses can do to deliver more effective levels of customer service and better outcomes for customers." By Martin Newman, The Consumer Champion -------------------------------------------------------------------------------------- "Customer Escalations Management, the Golden Recipe is a book packed with useful tips, dos and don'ts, examples, and warnings. You'll find yourself taking lots of notes and maybe even cringing at some of the books insightful comments about dealing with upset customers, being empathetic, and building the right support processes. All in all, a book that everyone responsible for and supporting customer experience should read and heed!" By Bill Price, President of Driva Solutions -------------------------------------------------------------------------------------- "The essential guide to successfully and profitably resolving escalations in customer support, generously created by customer experience expert Nikolaos Zormpas." By Micah Solomon, Customer service consultant and author of "Ignore Your Customers (and they'll go away)" -------------------------------------------------------------------------------------- "As a Best-selling Customer Experience author, and CX Consultant I will widely recommend Customer Escalations Management to my clients. Author Nikolaos Zormpas takes a smart and practical approach towards turning upset customers into customers for life, that makes this straightforward book a must read for all customer experience and customer service leaders." By Nicholas J Webb, CEO goleaderlogic.com, Author of What Customers Crave, and What Customers Hate

Author : Harold F. Tipton
Publisher : CRC Press
ISBN 13 : 1439833036
Total Pages : 3280 pages
Book Rating : 4.32/5 ( download)

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Download or read book Information Security Management Handbook written by Harold F. Tipton and published by CRC Press. This book was released on 2007-05-14 with total page 3280 pages. Available in PDF, EPUB and Kindle. Book excerpt: Considered the gold-standard reference on information security, the Information Security Management Handbook provides an authoritative compilation of the fundamental knowledge, skills, techniques, and tools required of today's IT security professional. Now in its sixth edition, this 3200 page, 4 volume stand-alone reference is organized under the C

Author : Harold F. Tipton
Publisher : CRC Press
ISBN 13 : 0203005554
Total Pages : 602 pages
Book Rating : 4.52/5 ( download)

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Download or read book Information Security Management Handbook, Volume 2 written by Harold F. Tipton and published by CRC Press. This book was released on 2004-12-28 with total page 602 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since 1993, the Information Security Management Handbook has served not only as an everyday reference for information security practitioners but also as an important document for conducting the intense review necessary to prepare for the Certified Information System Security Professional (CISSP) examination. Now completely revised and updated and i

Author : Jill Dyché
Publisher : Addison-Wesley Professional
ISBN 13 : 032162999X
Total Pages : 338 pages
Book Rating : 4.99/5 ( download)

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Download or read book The CRM Handbook written by Jill Dyché and published by Addison-Wesley Professional. This book was released on 2001-08-09 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you: The various roles CRM plays in business, and why it's more important than ever The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond The context of some of the popular CRM buzzwords The differences between CRM and business intelligence, and why they're symbiotic Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic Case studies of visionary companies who've done CRM the right way “

Author : Ashvin Vaidyanathan
Publisher : John Wiley & Sons
ISBN 13 : 1119624614
Total Pages : 297 pages
Book Rating : 4.15/5 ( download)

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Download or read book The Customer Success Professional's Handbook written by Ashvin Vaidyanathan and published by John Wiley & Sons. This book was released on 2020-01-15 with total page 297 pages. Available in PDF, EPUB and Kindle. Book excerpt: The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you’re no longer selling just a product. You’re selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now. The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed—from the practitioner level all the way to senior leadership. The authors—acknowledged experts in building, training, and managing Customer Success teams—offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.

Author : Robert Wollan
Publisher : John Wiley & Sons
ISBN 13 : 0470651245
Total Pages : 352 pages
Book Rating : 4.47/5 ( download)

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Download or read book The Social Media Management Handbook written by Robert Wollan and published by John Wiley & Sons. This book was released on 2011-01-04 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do organizations manage social media effectively? Every organization wants to implement social media, but it is difficult to create processes and mange employees to make this happen. Most social media books focus on strategies for communicating with customers, but they fail to address the internal process that takes place within a business before those strategies can be implemented. This book is geared toward helping you manage every step of the process required to use social media for business. The Social Media Management Handbook provides a complete toolbox for defining and practicing a coherent social media strategy. It is a comprehensive resource for bringing together such disparate areas as IT, customer service, sales, communications, and more to meet social media goals. Wollan and Smith and their Accenture team explain policies, procedures, roles and responsibilities, metrics, strategies, incentives, and legal issues that may arise. You will learn how to: Empower employees and teams to utilize social media effectively throughout the organization Measure the ROI of social media investments and ensure appropriate business value is achieved over time Make smarter decisions, make them more quickly, and make them stick Get the most out of your social media investment and fully leverage its benefits at your company with The Social Media Management Handbook.

Author : Krzysztof Nowacki
Publisher : Packt Publishing Ltd
ISBN 13 : 183508186X
Total Pages : 328 pages
Book Rating : 4.60/5 ( download)

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Download or read book Salesforce CRM Administration Handbook written by Krzysztof Nowacki and published by Packt Publishing Ltd. This book was released on 2024-04-30 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master the core concepts of Salesforce administration and gain a holistic understanding of the SF ecosystem that will also help you prepare for the Salesforce certification exam Key Features Understand Salesforce architecture and security model Integrate Flow Builder with other Salesforce components for seamless automation Understand how to create and manage approval workflows in Salesforce Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionDo you aspire to be a successful Salesforce administrator or consultant? If yes, then this step-by-step guide is for you. Written by certified Salesforce professionals, the Salesforce CRM Administration Handbook will take you through the intricacies of Salesforce, covering objects, records, automation, and much more. Starting with an overview of the capabilities and limitations of Salesforce, you’ll progress toward a holistic understanding of system architecture with real-world examples, including workarounds that enable the successful completion of projects. As you delve deeper, you’ll learn about the fundamental concepts of a CRM system, its purpose, and the pivotal role of an administrator in the Salesforce lifecycle. You’ll also explore the basic structures of the entire Salesforce system and navigate confidently through the intricacies of security, automation, and reporting in the Sales/Service Cloud. By the end of this book, you’ll have the confidence you need to navigate Salesforce’s backend seamlessly, implement configuration changes effortlessly, and communicate fluently in Salesforce terminology.What you will learn Discover strategies to stay up-to-date with Salesforce releases Integrate Salesforce products seamlessly to meet diverse business needs Explore Sales and Service Cloud and its transformative impact on sales and customer support operations Master opportunity management for successful deal closures and pipeline forecasting Understand Salesforce Orgs, managing users, settings, and customization Explore data import and export methods and data mapping Discover best practices, mock tests, and valuable tips and tricks to prepare for Salesforce certification Who this book is for This book is for aspiring Salesforce administrators and consultants looking to build a solid foundation in Salesforce products, system setup, and customization as well as advance their careers within the Salesforce ecosystem. It’s also a great resource for those preparing to take the Salesforce ADM 201 certification exam, as it serves as an excellent supplement to the existing learning materials.

Author : Mike Nevin
Publisher : CRC Press
ISBN 13 : 1317014715
Total Pages : 384 pages
Book Rating : 4.13/5 ( download)

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Download or read book The Strategic Alliance Handbook written by Mike Nevin and published by CRC Press. This book was released on 2016-03-03 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: Strategic alliances offer organisations an alternative to organic growth or acquisition when faced with the need to develop the business to a new level, innovate in terms of products or services or significantly reduce costs. The Strategic Alliance Handbook is a clear and complete guide to the nuts and bolts of the process behind successful collaborations. The book enables readers to understand the commercial, technical, strategic, cultural and operational logic behind any alliance and to establish an approach that is appropriate for the type of alliance they are seeking and the partner organisation(s) with whom they are working. Whether you are an alliance executive, responsible for the systems, strategy and performance of your organisation's alliancing programme or an alliance manager needing to ensure the success of a given partnership, The Strategic Alliance Handbook is an essential guide.

Author : Trevor L. Young
Publisher : Kogan Page Publishers
ISBN 13 : 9780749449841
Total Pages : 308 pages
Book Rating : 4.45/5 ( download)

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Download or read book The Handbook of Project Management written by Trevor L. Young and published by Kogan Page Publishers. This book was released on 2007 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by an experienced practitioner, The Handbook of Project Management will be particularly useful for those starting a new project, wishing to acquire new skills, or training others in project managment skills. It is written specifically to help project managers improve their performance using tried and tested techniques. Packed with concepts and processes, tools and presentation materials, this comprehensive handbook will assist anyone responsible for converting strategy into reality. The package comprises a book plus free CD-ROM containing a collection of tools, templates, and procedures which support the methodology used in the book.