Customer Service: Books

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Here are some books about customer service:

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Building a StoryBrand: Clarify Your Message So Customers Will Listen
By Donald Miller

HarperCollins Christian Pub.
Released: 2017-10-10
Hardcover (240 pages)

Building a StoryBrand: Clarify Your Message So Customers Will Listen
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Product Description:

New York Times best-selling author Donald Miller uses the seven universal elements of powerful stories to teach listeners how to dramatically improve how they connect with customers and grow their businesses.

Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a StoryBrand does this by teaching listeners the seven universal story points all humans respond to, the real reason customers make purchases, how to simplify a brand message so people understand it, and how to create the most effective messaging for websites, brochures, and social media.

Whether you are the marketing director of a multibillion-dollar company, the owner of a small business, a politician running for office, or the lead singer of a rock band, Building a StoryBrand will forever transform the way you talk about who you are, what you do, and the unique value you bring to your customers.

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Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
By Stephen Coscia

Routledge
Released: 1999-11-01
Paperback (142 pages)

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
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Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters. ;
Emergency Care and Transportation of the Sick and Injured (Book & Navigate 2 Essentials Access)
By American Academy of Orthopaedic Surgeons (AAOS)

imusti
Paperback (1581 pages)

Emergency Care and Transportation of the Sick and Injured (Book & Navigate 2 Essentials Access)
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  • Jones Bartlett Learning
Product Description:
In 1971, the American Academy of Orthopaedic Surgeons (AAOS) published the first edition of Emergency Care and Transportation of the Sick and Injured and laid the foundation of EMS training. Today, the Eleventh Edition transforms how EMS education is delivered throughout the world and helps develop world-class EMS providers around the globe..

Based on the National EMS Education Standards and the 2015 CPR/ECC Guidelines, the Eleventh Edition offers complete coverage of every competency statement with clarity and precision in a concise format that ensures students' comprehension and encourages critical thinking. New cognitive and didactic material is presented, along with new skills and features, to create a robust and innovative EMT training solution.
Today, the AAOS suite of EMS educational resources, from first aid and CPR to critical care transport, is the gold standard in training programs by offering exceptional content and instructional resources that meet the diverse needs of today's educators and students.
Current State-of-the-Art Medical Content
The Eleventh Edition aligns with current medical standards--from PHTLS to NASEMSO--and incorporates evidence-based medical concepts to ensure students and instructors have accurate, insightful interpretation of medical science as it applies to prehospital medicine today.
Application to Real-World EMS
Through evolving patient case studies in each chapter, the Eleventh Edition gives students real-world context to apply the knowledge gained in the chapter, clarifying how the information is used to care for patients in the field, and pushing students to engage in critical thinking and discussion.
A Foundation for Life
The Eleventh Edition is built on the premise that students need a solid foundation in the basics and then appropriate reinforcement. The Eleventh Edition provides students with a comprehensive understanding of anatomy, physiology, pathophysiology, and medical terminology. Concepts are briefly reviewed within related subsequent chapters, solidifying the foundational knowledge and offering a context when studying specific emergencies.

Patient Assessment, a critical topic, is presented as a single, comprehensive chapter, to ensure students understand patient assessment as a single, integrated process--the way providers actually practice it in the field. Core concepts of Patient Assessment are reinforced in clinical chapters, where the unique aspects of the illness or injury are highlighted.
The 1-Page Marketing Plan: Get New Customers, Make More Money, And Stand out From The Crowd
By Allan Dib

Page Two
Paperback (228 pages)

The 1-Page Marketing Plan: Get New Customers, Make More Money, And Stand out From The Crowd
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WARNING: Do Not Read This Book If You Hate Money

To build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn’t get done.

In The 1-Page Marketing Plan, serial entrepreneur and rebellious marketer Allan Dib reveals a marketing implementation breakthrough that makes creating a marketing plan simple and fast. It’s literally a single page, divided up into nine squares. With it, you’ll be able to map out your own sophisticated marketing plan and go from zero to marketing hero.

Whether you’re just starting out or are an experienced entrepreneur, The 1-Page Marketing Plan is the easiest and fastest way to create a marketing plan that will propel your business growth.

In this groundbreaking new book you’ll discover:
• How to get new customers, clients or patients and how to make more profit from existing ones.
• Why “big business” style marketing could kill your business and strategies that actually work for small and medium-sized businesses.
• How to close sales without being pushy, needy, or obnoxious while turning the tables and having prospects begging you to take their money.
• A simple step-by-step process for creating your own personalized marketing plan that is literally one page. Simply follow along and fill in each of the nine squares that make up your own 1-Page Marketing Plan.
• How to annihilate competitors and make yourself the only logical choice.
• How to get amazing results on a small budget using the secrets of direct response marketing.
• How to charge high prices for your products and services and have customers actually thank you for it.
ATI TEAS Review Manual: Sixth Edition Revised
By ATI

Jones Bartlett Learning
Paperback (192 pages)

ATI TEAS Review Manual: Sixth Edition Revised
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  • Jones Bartlett Learning
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ATI TEAS Study Manual, Sixth Edition Revised is the official TEAS preparation guide to prepare you for health care education success. The ATI TEAS Study Manual, Sixth Edition features: - Instructional material for each of the four content areas: Reading, Mathematics, Science, and English and Language Usage - Practice problems and examples with explanatory answer key - Key terms defined throughout the guide - Preparation strategies to pass the TEAS
ESV Study bible: English Standard Version
By ESV Bibles by Crossway

Crossway Books
Black Hardcover (2750 pages)

ESV Study bible: English Standard Version
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  • Crossway Books
Product Description:

Over 1 Million Copies Sold

Winner of the ECPA Book of the Year Award

The ESV Study Bible was designed to help you understand the Bible in a deeper way.

Extensive study notes, charts, maps, and articles make this study Bible a valuable resource for serious readers, students, and teachers of God’s Word.

- 20,000+ study notes
- 80,000+ cross–references
- 200+ charts
- 50+ articles
- 240 full-color maps and illustrations
- Size: 6.5" x 9.25"
- 2,752 pages
- Single-column Bible text (9-point type); double-column notes (7-point type)
- Black letter text
- Smyth-sewn binding

Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days
By Joey Coleman

Portfolio
Released: 2018-04-03
Hardcover (368 pages)

Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days
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Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.

Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences.

While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.

In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship.

Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle.

In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone.

In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display).

In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals.

Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%.

Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries.

His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
Jab, Jab, Jab, Right Hook: How to Tell Your Story in a Noisy Social World
By Gary Vaynerchuk

Gary Vaynerchuk
Released: 2013-11-26
Hardcover (224 pages)

Jab, Jab, Jab, Right Hook: How to Tell Your Story in a Noisy Social World
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  • Jab Jab Jab Right Hook How to Tell Your Story in a Noisy Social World
Product Description:

New York Times bestselling author and social media expert Gary Vaynerchuk shares hard-won advice on how to connect with customers and beat the competition. A mash-up of the best elements of Crush It! and The Thank You Economy with a fresh spin, Jab, Jab, Jab, Right Hook is a blueprint to social media marketing strategies that really works. 

When managers and marketers outline their social media strategies, they plan for the “right hook”—their next sale or campaign that’s going to knock out the competition. Even companies committed to jabbing—patiently engaging with customers to build the relationships crucial to successful social media campaigns—want to land the punch that will take down their opponent or their customer’s resistance in one blow. Right hooks convert traffic to sales and easily show results. Except when they don’t.

Thanks to massive change and proliferation in social media platforms, the winning combination of jabs and right hooks is different now. Vaynerchuk shows that while communication is still key, context matters more than ever. It’s not just about developing high-quality content, but developing high-quality content perfectly adapted to specific social media platforms and mobile devices—content tailor-made for Facebook, Instagram, Pinterest, Twitter, and Tumblr.

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
By Nicholas Webb

Amacom
Released: 2016-10-13
Hardcover (256 pages)

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
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  • Amacom
Product Description:
Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers?In a hyperconnected economy that is radically changing consumer expectations, this vital expectation for any successful business is not always easy. But in What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate?Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual). Learn how to:• Gain invaluable insights into who your customers are and what they care about• Use listening posts and Contact Point Innovation to refine customer types• Engineer experiences for each micromarket that are not only exceptional, but insanely relevant• Connect across the five most important touchpoints• Co-create with your customers• And more!It’s time to reinvent the ways you engage with your customers. Because when you learn to provide for them exactly what they want, they not only bring along their wallets but those belong to their friends as well!
Freakishly Effective Social Media for Network Marketing: How to Stop Wasting Your Time on Things That Don't Work and Start Doing What Does!
By Ray Higdon

Success In 100 Pages
Paperback (114 pages)

Freakishly Effective Social Media for Network Marketing: How to Stop Wasting Your Time on Things That Don t Work and Start Doing What Does!
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It’s finally here!

In this short and powerful book, network marketing experts Ray and Jessica Higdon teach you proven strategies for marketing and prospecting that allow you to navigate your way through the social media maze and achieve freakishly effective results for your business.

Social media has been called the “gold rush” of the 21st Century—a new, unchartered world where people in virtually every industry have found fame and fortune. This includes Network Marketing. The trouble is, as with the gold rush of the mid-1800s, the wild west atmosphere has left a lot of network marketers feeling lost and confused. Worse still, the short-term tactics being used cause unintentional harm to the reputation of the network marketing profession.

In this book you will learn what truly works when it comes to using social media in your network marketing business including:

  • The types of social media posts you should be focusing on and the things you must avoid sharing
  • What you should and should not include as part of your profile
  • A four-step process for creating freakishly effective Facebook lives
  • The right way to reach out to someone on social media and what to say
  • How to follow up when people “disappear”
  • What to do if you’ve been doing it all wrong!
  • And so much more…

If you are ready to use social media to build your network marketing business, and you want to do it the right way, this book is a must-read.

Get it today!



   

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