Author: Sandra BrownPublisher: Simon and Schuster
ISBN: 1982177128
Category : Fiction
Languages : en
Pages : 512
Book Description
Originally published: New York: Simon & Schuster, 2010.
Negotiating with Tough Customers
Author: Steve ReillyPublisher: Red Wheel/Weiser
ISBN: 1632659506
Category : Business & Economics
Languages : en
Pages : 172
Book Description
A guide to holding your ground with hardball negotiators, from a “talented advisor with a rare ability for connecting people with ideas” (Patrick Lencioni, bestselling author of The Five Dysfunctions of a Team). Negotiation is the middle ground between capitulation and stonewalling—a back-and-forth between two parties trying to reach agreement. If a price or other term is non-negotiable, there is no give and take, just “take it or leave it.” You may think you are negotiating, but if the other side isn’t playing, you aren’t either. Regardless of the industry, situation, or product, the two most common mistakes negotiators make are: 1) they give ground too easily, and 2) they get nothing in return. When dealing with tough customers, it is even more important to be able to defend your position and bargain for reciprocal concessions. Negotiating with Tough Customers provides proven methods for holding your ground against (seemingly) more powerful negotiators. But it goes further, making sure that when you do give ground, you get equal or better value in return. Using a cooperative, collaborative approach in a hardball negotiation just doesn’t work. Tough negotiators will play win-win, but only if they have nothing to lose. Negotiating With Tough Customers will make you a better salesperson by making you a better negotiator . . . and vice versa.
Author: George A. HarrisManaging Customer Relationships
Author: Don PeppersPublisher: John Wiley & Sons
ISBN: 0470930187
Category : Business & Economics
Languages : en
Pages : 460
Book Description
MANAGING CUSTOMER RELATIONSHIPS A Strategic Framework Praise for the first edition: "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies. "—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia "Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy." —Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!" —Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting "This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!" —Mike Henry, Leader for Consumer Insights at Acxiom Praise for the second edition: "Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create." —David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania
The Backyard Lumberjack
Author: Frank PhilbrickPublisher: Storey Publishing, LLC
ISBN: 1603421726
Category : House & Home
Languages : en
Pages : 177
Book Description
Whether you’re splitting a cord of wood for your fireplace or managing acres of woodland, The Backyard Lumberjack provides plenty of practical instruction and firsthand advice. Familiarize yourself with the proper equipment and safety gear, then learn how to fell, buck, split, and stack your own wood supply for the season. Veteran lumberjacks Frank Philbrick and Stephen Philbrick cover everything you need to know to bring a tree from the forest to your fireplace, safely and effectively.
Knock Your Socks Off Answers
Author: Kristin AndersonPublisher: Amacom Books
ISBN: 9780814478844
Category : Business & Economics
Languages : en
Pages : 164
Book Description
Pat answers to peevish questions and provocative customer comments, smart answers to even tougher questions, questions with no easy answers, and customers say the darnedest things.
Delivering Knock Your Socks Off Service
Author: Ron ZEMKEPublisher: AMACOM Div American Mgmt Assn
ISBN: 0761215255
Category : Business & Economics
Languages : en
Pages : 270
Book Description
Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features that enable you to turn the Knock Your Socks Off Service advantage to a competitive advantage in your own workplace. You will learn how to: • See things from the customer’s point of view • Meet customer expectations and satisfy their needs • Create a memorable experience for the customer • Become easy to do business with • Determine the right time to bend or break the rules • Become a fantastic fixer and powerful problem-solver • Cope effectively with "customers from hell" • Avoid the ten deadly sins of customer service • Formulate smart answers to tough customer questions. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.
Author: John Leslie
Author: 
Author: Peter R Garber