CRM - December 2007 - (Page 21)

Insight REQUIRED READING SERVICE WITH A (REAL) SMILE Great support requires wanting to give great support hy do customers take grasp if they are going to take a step up their business else- the ladder to success. CRM magazine: Of the 101 rules, where? Usually it comes down to a perceived which two or three are your favorite? Evenson: My personal favorite is #92— sense of indifference, emanating out“Develop an Attitude ward from the business of Gratitude.” When owner, manager, or cusyou train yourself to be tomer service represengrateful for the people, tative. Most of the time, things, and events in customers don’t even your life, you change complain—they simyour mindset. If you ply leave. In Awardwant to give great cusWi n n i n g Cu s t o m e r tomer service you must Service: 101 Ways to want to give great cusGuarantee Great Pertomer service. This formance, Renee Evenbegins with appreciatson offers assistance ing each customer. for anyone responsiFor the second, I’d ble for improving cushave to say it’s #20— tomer service. Packed “Listen, Listen, Listen.” to the brim with quick Communication is the tips, tools, and advice for problem-solving, the book offers heart and soul of forming strong relationships and I believe that developing instant answers on important topics. CRM magazine: You have over 30 the ability to listen well is the most years of experience in the field of cus- important component of communicatomer service, but what motivated you tion. When you listen well, you respond well—and when you respond well, you to write this book? Evenson: When my last book, Cus- send a strong message that you truly care about that person. tomer Service Training 101, was CRM magazine: What will released, the number-one ques- Listening well readers find most interesting tion that interviewers and peois the most about your book? ple who bought the book asked Evenson: This is a quick read was, “Once you train your important part of and a handy reference that you employees, what can you do to communication. can [either] read cover-to-cover ensure they’re going to consistently give great customer service?” I or turn to one tip or chapter topic and realized the need for a companion book find the answers you need. Giving excepfor managers and leaders to teach them tional customer service is vital to survival how to keep that momentum going in today’s business environment, yet someevery day. I’ve included important top- times leaders are so busy and stressed out ics: planning, communicating, leader- they get off track and need fast help. Any ship, training, teamwork, motivational experience level—from the veteran to feedback, customer-focused meetings, the new manager to anyone wanting conflict resolution. All of these topics are to demonstrate leadership abilities—is important components for leaders to going to find that fast help in this book. www.destinationCRM.com W OTHER PAGE-TURNERS: ■ If you or your sales team is having trouble closing the big sales, maybe it’s time to change the way you think about sales entirely. SalesBURST!! presents an accelerated training program that teaches salespeople how to think and sell like entrepreneurs. Author Patrick Evans aims to turn sales candidates into top producers and arms experienced professionals with new tactics for continued success. ■ Good salespeople have the power of persuasion that convinces customers to buy their product or service. Unfortunately, even the most seasoned sales professionals can find themselves tongue-tied or flustered when faced with a difficult situation. Authors Teri Gamble and Michael Gamble believe a successful sale starts with a successful sales script, and put all the important answers at readers’ fingertips in the third edition of their book, Sales Scripts That $ell. ■ Exasperated business owners and sales managers often cannot grasp why their key players are underperforming. But a sales team can only be fixed if it is composed of the right athletes: people who are born to sell. In Never Hire a Bad Salesperson Again, authors Christopher Croner and Richard Abraham rely on years of research and experience to provide tools and information on how to select a salesperson who will surprise and delight clients. —Colin Beasty 21 CUSTOMER RELATIONSHIP MANAGEMENT | DECEMBER 2007 http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - December 2007

CRM - December 2007 Contents Front Office Reality Check Customer Centricity SAP’s Midmarket Design A Shift in SAP’s Growth Strategy: Buy Big to Get Bigger The Buyer Is Your Owner Prime Time for Streaming TV The Word on the Floor Market Focus: Energy/Utilities: Speaking Truth to Power (Companies) The Pulse Required Reading It’s All Coming 2.0gether Power to the People Speak Up! Document Management That's a Breeze Customers Gain Traction With Off-Road Vehicles Getting Connected With Surveys Mobile Data Gets Better Reception Secret of My Success Re:Tooling The Tipping Point Pint of View

CRM - December 2007

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