Kristin Anderson – författare

This reader-friendly series is must read for all levels of managers. All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based "Briefcase Books Series" is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. "Customer Relationship Management" supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

A thorough, quick-reading guide that shows anyone who uses the phone how to treat it as a service tool that directly impacts on company profits.First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life.In this book, you will be able to double your effectiveness when you learn how to: handle irate customersend those "endless" callstake meaningful messageshandle conference calls and transfer callsscreen calls and ask focused questionsuse the phone during emergenciesimprove your voice effectivenessWith worksheets, checklists, and fill-in forms, Great Customer Service on the Telephone will inspire fabulous phone service.

Authors Kristin Anderson and Ron Zemke provide a practical guide to the day-to-day challenges that arise in training superior customer service people.Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. As part of the Knock Your Socks Off series, Coaching Knock Your Socks Off Service explains how to:help frontline employees hone their skills,maintain the motivation to perform,and meet new situations head-on.The authors present a model for successfully coaching anyone, anywhere, and they show you how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems.You will learn the most important new skill? teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less.