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5 books on Customer Service Software [PDF]
October 30, 2024 | 16 |
These books are covering ticketing systems, customer interaction tracking, helpdesk features, reporting and analytics tools, integration with CRM systems, best practices for resolving customer inquiries and strategies for enhancing customer satisfaction.
1. Practical Zendesk Administration: A World-Class Customer Service Platform
2014 by Stafford Vaughan, Anton de Young
In "Practical Zendesk Administration: A World-Class Customer Service Platform," the authors, seasoned Zendesk product trainers, offer a practical and time-saving guide to integrating Zendesk customer service software into your company's operations. This hands-on resource equips you with the knowledge of Zendesk's features, their purposes, benefits, and potential pitfalls, while providing real-world examples of how to tailor them to your company's unique needs and processes. Drawing from their extensive experience in launching customer implementations and addressing queries from a global audience, the authors empower you to harness Zendesk's vast potential effectively. You'll discover how to customize the user-facing support portal, enhance security through Zendesk features, manage user profiles and permissions, streamline ticket creation from various channels, capture and categorize help requests, optimize agent support processes, automate workflow through business rules, and provide customers with self-service support. This book is your indispensable companion to make the most of Zendesk for your organization.
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2. Brilliant Customer Service
2012 by Debra Stevens
"Brilliant Customer Service" is your essential resource for mastering the art of exceptional customer service and fostering enduring customer loyalty. Whether you're a business owner, a manager, or a frontline employee, this guide is designed for anyone within an organization. Regardless of your budget, you'll discover numerous straightforward adjustments you can immediately implement to craft a highly effective customer service strategy. With this book, you'll learn how to discern your customers' genuine requirements and provide tailored solutions, establish trust and long-term customer allegiance to outshine competitors, and ensure that your brand is not only remembered but also enthusiastically recommended.
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3. Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives
2009 by Emily Yellin
Mention the topic of customer service phone calls, and the collective frustration in the room skyrockets. Even the most composed and intelligent individuals launch into passionate rants about an industry that appears to become increasingly impersonal and unhelpful with each call. Americans alone place over 43 billion customer service calls annually. Whether it's the endless hold times, non-English-speaking outsourced agents, or the labyrinth of automated prompts and robotic voices before reaching a live human being, the exasperation at the neglect, inefficiency, and time wasted in the quest for assistance and basic human kindness is universal. "Your Call Is (Not That) Important to Us" by journalist Emily Yellin is an entertaining, enlightening, and extensive exploration of the multibillion-dollar customer service sector and its surprising inner workings. Yellin unveils the real people and sometimes surreal corporate policies hidden behind the frustrating exterior. After delving into this groundbreaking investigation of the customer service realm, your perspective on call-center interactions will forever be transformed.
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4. Quality Customer Service Rekindling the Art of Service to Customers
2007 by Sharon L. Burton
"Quality Customer Service Rekindling the Art of Service to Customers" presents thought-provoking and easily digestible stories about customer service, featuring the perspectives of seven distinct characters, each representing different business contexts. Through the narratives of Dollar, Stu, Meaty, Shopper, Peachie, Medic, and BATS, the book illustrates quality customer service applicable to individuals, businesses, educational institutions, and organizations seeking to enhance their service capabilities. Whether you're part of a business, aspiring to start one, or connected to the business world in any way, this innovative work offers valuable support for your professional endeavors. It equips readers with the skills to bridge the customer service gap across generations (from Matures to Baby Boomers, Generation X, and Generation Y), offers a rich array of customer service scenarios, enhances comprehension of both internal and external customer service, explores the importance of diversity in customer service, and raises awareness about effective communication methods. As you delve into these narratives, you'll gain deeper insights into how individuals, businesses, and leaders can significantly impact service quality.
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5. CRM Automation
2002 by Barton J. Goldenberg
In "CRM Automation," a renowned CRM authority provides practical insights and comprehensive guidance for every aspect of your CRM project, from defining objectives, evaluating processes, choosing the right vendor, executing the implementation, launching the system, offering ongoing support, and managing administration. Leveraging his extensive 18-year background, which includes over 300 enterprise implementations, Barton Goldenberg presents a holistic blueprint for implementing CRM across all customer-centric business functions, encompassing marketing, sales, customer service, field support, and more.
Download PDF
How to download PDF:
1. Install Google Books Downloader
2. Enter Book ID to the search box and press Enter
3. Click "Download Book" icon and select PDF*
* - note that for yellow books only preview pages are downloaded
1. Practical Zendesk Administration: A World-Class Customer Service Platform
2014 by Stafford Vaughan, Anton de Young
In "Practical Zendesk Administration: A World-Class Customer Service Platform," the authors, seasoned Zendesk product trainers, offer a practical and time-saving guide to integrating Zendesk customer service software into your company's operations. This hands-on resource equips you with the knowledge of Zendesk's features, their purposes, benefits, and potential pitfalls, while providing real-world examples of how to tailor them to your company's unique needs and processes. Drawing from their extensive experience in launching customer implementations and addressing queries from a global audience, the authors empower you to harness Zendesk's vast potential effectively. You'll discover how to customize the user-facing support portal, enhance security through Zendesk features, manage user profiles and permissions, streamline ticket creation from various channels, capture and categorize help requests, optimize agent support processes, automate workflow through business rules, and provide customers with self-service support. This book is your indispensable companion to make the most of Zendesk for your organization.
Download PDF
2. Brilliant Customer Service
2012 by Debra Stevens
"Brilliant Customer Service" is your essential resource for mastering the art of exceptional customer service and fostering enduring customer loyalty. Whether you're a business owner, a manager, or a frontline employee, this guide is designed for anyone within an organization. Regardless of your budget, you'll discover numerous straightforward adjustments you can immediately implement to craft a highly effective customer service strategy. With this book, you'll learn how to discern your customers' genuine requirements and provide tailored solutions, establish trust and long-term customer allegiance to outshine competitors, and ensure that your brand is not only remembered but also enthusiastically recommended.
Download PDF
3. Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives
2009 by Emily Yellin
Mention the topic of customer service phone calls, and the collective frustration in the room skyrockets. Even the most composed and intelligent individuals launch into passionate rants about an industry that appears to become increasingly impersonal and unhelpful with each call. Americans alone place over 43 billion customer service calls annually. Whether it's the endless hold times, non-English-speaking outsourced agents, or the labyrinth of automated prompts and robotic voices before reaching a live human being, the exasperation at the neglect, inefficiency, and time wasted in the quest for assistance and basic human kindness is universal. "Your Call Is (Not That) Important to Us" by journalist Emily Yellin is an entertaining, enlightening, and extensive exploration of the multibillion-dollar customer service sector and its surprising inner workings. Yellin unveils the real people and sometimes surreal corporate policies hidden behind the frustrating exterior. After delving into this groundbreaking investigation of the customer service realm, your perspective on call-center interactions will forever be transformed.
Download PDF
4. Quality Customer Service Rekindling the Art of Service to Customers
2007 by Sharon L. Burton
"Quality Customer Service Rekindling the Art of Service to Customers" presents thought-provoking and easily digestible stories about customer service, featuring the perspectives of seven distinct characters, each representing different business contexts. Through the narratives of Dollar, Stu, Meaty, Shopper, Peachie, Medic, and BATS, the book illustrates quality customer service applicable to individuals, businesses, educational institutions, and organizations seeking to enhance their service capabilities. Whether you're part of a business, aspiring to start one, or connected to the business world in any way, this innovative work offers valuable support for your professional endeavors. It equips readers with the skills to bridge the customer service gap across generations (from Matures to Baby Boomers, Generation X, and Generation Y), offers a rich array of customer service scenarios, enhances comprehension of both internal and external customer service, explores the importance of diversity in customer service, and raises awareness about effective communication methods. As you delve into these narratives, you'll gain deeper insights into how individuals, businesses, and leaders can significantly impact service quality.
Download PDF
5. CRM Automation
2002 by Barton J. Goldenberg
In "CRM Automation," a renowned CRM authority provides practical insights and comprehensive guidance for every aspect of your CRM project, from defining objectives, evaluating processes, choosing the right vendor, executing the implementation, launching the system, offering ongoing support, and managing administration. Leveraging his extensive 18-year background, which includes over 300 enterprise implementations, Barton Goldenberg presents a holistic blueprint for implementing CRM across all customer-centric business functions, encompassing marketing, sales, customer service, field support, and more.
Download PDF
How to download PDF:
1. Install Google Books Downloader
2. Enter Book ID to the search box and press Enter
3. Click "Download Book" icon and select PDF*
* - note that for yellow books only preview pages are downloaded
