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"Providing great customer service has never been more critical for the success of any business. 10 Steps to Successful Customer Service is designed as a quick but effective check up to ensure that front line professionals as well as customer service managers focus on the key practices that keep and create satisfied customers. Beginning with a focus on individual motivation for service, Maxine Kamin covers all the bases critical for success from trust and relationship building to maintaining a big picture perspective to avoid burn out on the job."

"Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economi.;"

"This issue explains that service management is a total organizational approach that makes customer-perceived value the driving force of a business. Inside you will find models and guidelines that help move an organization toward a customer-focused orientation."

"What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most entertaining and instructive books on customer service ever written. "What to Say to a Porcupine" takes twenty humorous stories based on Aesop's fables and uses them to illustrate fundamental principles of good customer service. This charming, delightful guide follows each story with a short discussion rich with real-world-examples and illuminating topics from, building customer relationships to how to motivate a service team. Fun, quick, and constructive, this is a guide anyone involved in customer service will want to add to their library."

"ABSTRAKRA. Putri T.W1, Rizal Edy Halim21.Fakultas Ekonomi dan Bisnis, Universitas Indonesia2.Fakultas Ekonomi dan Bisnis, Universitas IndonesiaEmail: putritriwidyaningrum@gmail.com AbstrakDi era teknologi, indusri perbankan melakukan transformasi pada service delivery dan digital technology. Transformasi dan standarisasi yang diakukan pada pelayanan dan produk menyebabkan renggangnya hubungan bank dan konsumen, konsumen merasa bank sekedar menawarkan produk bukan memberikan solusi yang dibutuhkan dan hanya meperhatikan hubungan tansaksional. Untuk itu deperlukan kemampuan customer service perlu ditingkatkan dengan memiliki sikap kewirausahaan. Tujuan penelitian ini adalah untuk mengetahui pengaruh salespeople entrepreneurial behavior terhadap customer satisfaction, trust, commitment dan loyalty pada industri perbankan. Penulis melakukan pengujian dengan menggunakan structural equation model. Hasil pengujian menunjukan bahwa terdapat salespeople entrepreneurial behavior memiliki pengaruh yang positif terhadap customer satisfaction, customer satisfaction memiliki pengaruh yang positif terhadap customer trust dan commitment, customer trust dan commitment memiliki pengaruh yang positif terhadap customer loyalty, sedangkan customer commitment tidak berpengaruh terhadap customer trust. Manajemen harus mendorong customer service untuk memiliki sikap kewirausahaan, menigkatkan kesadaran akan pentingnya ikatan emosional dan menjaga hubungan jangka panjang. Menejemen juga perlu mengevaluasi dan memberikan penghargaan untuk memotivasi karyawan untuk meningkatkan kemampuannya.

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ABSTRACTRA. Putri T.W1, Rizal Edy Halim21.Fakultas Ekonomi dan Bisnis, Universitas Indonesia2.Fakultas Ekonomi dan Bisnis, Universitas IndonesiaEmail putritriwidyaningrum gmail.com AbstractIn the technology era, banking industry has transformed the service delivery and digital technology. However, this transformation and standardization of service and product drive away the relationship between bank and customer, so the customers feel the bank offer product not solution needed, and only concern on the transactional approach. Therefore customer service ability and capability will need to be improved through the entrepreneurial behavior. The purpose of this paper is to examine the effect of salespeople entrepreneurial behavior on customer satisfaction, trust and commitment of the salespeople and customer loyalty to the banking industry. The effect sales entrepreneurial behavior toward customer satisfaction, trust, commitment and loyalty is examined by structural equation model. It was found that salespeople entrepreneurial behavior has positive influence to customer satisfaction, customer satisfaction has positive influence to customer trust and commitment, customer trust and commitment has positive influence to customer loyalty, while customer commitment has no influence to customer trust. Management has to encourage customer service to have entrepreneurial behavior, increase awareness about how important emotional bonded and maintain long term relationship, evaluate and make appreciation program to motivate employee and improve front liner ability and capability. "

"Who would've thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, "Delivering Knock Your Socks Off Service" has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: exceeding customer needs and expectations; determining the right times to bend or break the rules; becoming fantastic fixers and powerful problem-solvers; using the RATER factors to wow your customers; understanding cultural and generational differences; becoming a listening post; and, coping effectively with "customers from hell". With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without."