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bookcategory: Customer Service

Captain Emil Dobrovolschi & Octavian Pantiș

“This is your captain speaking.”

Become a better pilot for your projects, for your people, and even in life outside work by using valuable principles from aviation. You might be flying through turbulent times today – uncertainty, a lot of change, higher expectations from you – but all these can be handled well and Dark Cockpit will show you how.

“Dark Cockpit” is an aviation concept. It is the term we use for the situation when, except for the ambient and instrument lighting, no other light is on – no CAUTION lights (amber), no WARNING lights (red) and so on. Dark Cockpit means everything is fine and working as planned.

In this book, a very experienced airline captain and a senior business consultant will show you how to:

Bring clarity, boost morale, and achieve results through your communication

  • Quickly win the trust of the people you work with – and keep it
  • Assess your own readiness as a leader
  • Always have a plan and be prepared for whatever can go wrong
  • Meet the four requirements of a true professional
  • Develop responsibility, competence, and leadership in those around you
  • Be resilient, handle any turbulence, and help others do the same

Use the stories, principles, and advice from this book to “Dark Cockpit” your way through life, be it at work or at home.

Jason S Bradshaw

Of all the things that can make or break your business, the most critical is experience. Great experiences inspire customers and employees to advocate for you, while bad ones do the opposite. It sounds obvious, but so many companies fail because they don’t think this essential factor is important to their bottom line.

It’s All About CEX! breaks experience down into its core components—success, ease, and connection—and shows you how to get the most mileage out of each one. Containing long- term strategies as well as immediate action items, this book will teach you how to:

  • Make everybody feel genuinely appreciated
  • Personalize your customer service
  • Discover your employees’ untapped potential
  • And more

You have the ability to improve people’s lives. It’s All About CEX! reveals how to generate positive experiences for your customers and employees, win their loyalty, and maximize your profits in the process.

Phil M. Jones

Often the decision between a customer choosing you over someone like you is your ability to know exactly what to say, when to say it, and how to make it count. Phil M. Jones has trained more than two million people across five continents and over fifty countries in the lost art of spoken communication. In Exactly What to Say, he delivers the tactics you need to get more of what you want.

Colin Shaw

Many organizations are trying to improve their Customer experience as their Customer measures (NPS etc) plateau, but struggle to know what to do. To address these new problems, new thinking is needed. You need to understand the intuitions that drive your Customer’s Behavior at an emotional, subconscious and psychological level.

This new thinking is outlined in this groundbreaking new book, “The Intuitive Customer: 7 imperatives for moving your Customer to the next level, Palgrave MacMillan, October 2016.

Colin Shaw and Professor Hamilton have distilled this wisdom down to Seven Imperatives that an organization must embrace to move their Customer Experience to the next level. With this easy and entertaining read, yours could be next organization to take a massive leap forward. In this ground breaking book you will learn how to move your Customer Experience to the next level by embracing customer’s irrationality, recognizing that people are complex and often what they say and do can be very different. You will also discover the all-important role that memory has in Customer Loyalty.

Shaw & Hamilton provide a series of examples, best practice and practical tools to help you move your CX to the next level. They provide examples of organizations that have embraced this approach and improved their Net Promoter scores by 40 points in 30 months, which has grown their revenues by 10%.

Lou Diamond

Making key connections in your life can launch your business, your sales, even your personal life and send them soaring to unforeseen levels.The connections you make can have a domino effect in spawning so many incredible opportunities to achieve your goals and dreams. Yet, many people are unaware how important and powerful connections can be or they don’t know how to get started creating connections. Lou Diamond has taught the art of making great connections all over the world. Let Lou show you how to establish deep, powerful connections that can be essential to success in your career, in your business and even in your personal life. “Master the Art of Connecting” will inspire you to begin now to channel your short term efforts into long-term returns. Lou Diamond’s approach to establishing and maintaining connections is practical, easy to implement and has a history of success.

Steve Napolitan

Get the proven 3-step process to attract more leads, gain more clients and, most importantly, increase revenue.  This book will show you how the proper art of selling, done with care and appreciation–leads to greater personal and business fulfillment.

No matter what area of business you are in, this will enhance your ability to influence results across all facets of your business; sales, negotiation, leadership, and/or joint business ventures. In this book, you will learn:

  • How to simplify marketing, while maximizing your effort.
  • How to build your business with the right message, so that you capture your perfect client.
  • How to share your business, so you can consistently attract clients.

Adam Toporek

Where do most customer experiences fail?

It’s not systems. It’s not processes. It’s human beings. For most organizations, it’s frontline teams that make or break the customer’s experience; yet, too often, these teams are not given the tools they need to succeed with customers.

Customer service can be incredibly difficult, and for the people on the front lines, much of the standard customer service advice and training falls flat. It simply doesn’t speak to the challenges they experience each day, being caught between policies and customer needs, balancing customer happiness with customer abuse, and shaking off difficult customers in time to focus on the next one.

Be Your Customer’s Hero gives frontline teams the coping strategies and practical skills they need to succeed with customers and to deliver the customer experiences envisioned by the C-Suite. HERO teaches frontline teams over 80 concepts and techniques, including how to direct their focus where it gets results, understand why customers behave the way they do, and resolve virtually any customer service issue with a proven process.

HERO is being used to improve frontline customer service teams in corporations both large and small and in organizations across government and academia.

Get the one-stop resource that can help your frontline team members gain the confidence and skills they need to be successful in any customer-facing role.

Doug Sandler

In order to win relationships in today’s business climate, you must first understand the importance of having systems in place to provide exemplary service, making people a priority over products, putting the client experience at the top of the list and valuing relationships over technology.

Successful people and businesses approach the future with an attitude of high touch over high tech. Nice Guys Finish First provides stories, lessons, concrete takeaways and action items. The reader will go beyond finding out why nice guys finish first and discover how to be successful using the lessons provided. The book walks the reader along a path to becoming a student of Sandler’s system: Invest, Inspire and Execute. The chapters break the system down into smaller pieces, guiding the reader through practical application and lessons about leadership, technology, consistency, trust and empowerment. In addition, the book examines the importance of developing a culture of happiness, creating a positive attitude, effectively dealing with failure, managing a better life and mistakes to avoid on the road to success.

By reading Nice Guys Guys Finish First readers will:
1. Understand not only why nice guys finish first but also HOW to be nice and finish first.
2. Develop great habits that will allow the reader to develop great relationships.
3. Achieve personal and professional goals while maximizing performance.
4. Become an effective leader while building lasting relationships.
5. Learn how to maintain a positive attitude, be happy and stay in control of your professional and personal life.

Z. Christopher Mercer

Buy-sell agreements are among the most common yet least understood business agreements and many are destined to fail to operate like the owners expect. Many, in fact, are ticking time bombs, just waiting for a trigger event to explode. If you are a business owner or are an adviser to business owners, this book is designed for you, providing a road map for business owners to develop or improve their buy-sell agreement.