by dferris
20. January 2010 20:27
The Customer Service Zoo — Catherine DeVrye
Here is a light-hearted approach to the perennial challenges of customer service, told with the charm and experience of Australia's most innovative expert, Catherine Devrye. It's a parable about making the most of your situation, about looking after yourself, about thinking creatively, and, of course, about using common sense, which will make a difference to your customer service.
Why We Buy — Paco Underhill
Paco Underhill and his detail-oriented band of retail researchers have camped out in stores over the course of 20 years, dedicating their lives to the "science of shopping." Armed with an array of video equipment, store maps, and customer-profile sheets, the author and his team have observed over 900 aspects of interaction between shopper and store.
Dealing With People You Can't Stand : How to Bring Out the Best in People at Their Worst — Rick Brinkman, Rick Kirschner
Shows how to bring out the best in people at their worst. There will always be some people who resist change in all sorts of strange and nasty ways. Step by step details of how to communicate with several types of "difficult" people--from the whiner to the know-it-all.
Outrageous! : Unforgettable Service...Guilt-Free Selling — T. Scott Gross
It's sort of a rewrite of his 1991 "Positively Outrageous Service", but the new one is more "hands on" than the first.
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