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"Big Hearted Telephone Customer Service - 6 practical steps for great telephone Customer Service" by Graeme Marks "Certain service fundamentals are not readily and reliably quantifiable, including respect, emotion and attitudes. It is these will most contribute to consumer contentment." - Barry Urquhart. If people understand the emotions of their customers they will have a much greater chance of return business when customers remember the experience. Customer Service is really all about selling and sales. Customers will always remember the sales experience - good and bad. Make sure customers have good experiences to remember. A customer's memory is found in their heart not their brain! If companies are truly going to have a competitive advantage they need to review their company’s Customer Service policies regularly. Are they anti-customer or pro-customer? Can you really afford to upset 20% of your customers? What do you customer satisfaction surveys really tell you? Are you asking the right questions? When did you last conduct a review of your Customer Service policies? Do you have Customer Service policies? Most Customer Service policies never get reviewed. They just sit there unchallenged and unchanged for years. "Big Hearted Telephone Customer Service" has practical tips for everyone - Large companies, SME's and individuals. Simple tips like how to leave a voicemail message which doesn't have to be listened to 2 & 3 times to get the number. It's a return to good 'ol fashion telephone manners so that we finish the call and everyone, including the company employee, feels good. But it is sustainable if Customer Service policies and procedures don't change to compete in markets where margins are becoming tighter and price is no longer the major discriminator of competitive advantage. Price:  AUD$24.95 incl. GST plus Postage and Handling. Postage Rates in Australia - $5.00 per book. Postage Rates anywhere overseas - $12.50 per book. - Order Here [top]   Don’t Get Hung Up! How To Sell Products And Services By Phone - by Jenny Cartwright Don’t Get Hung Up! Is the ultimate resource for sales people, telemarketers and everyone in business. Not only does it offer over 200 proven "How To Sell" strategies and techniques for selling products and services on the phone but it holds your interest to the end with case studies of recent telesales campaigns, amusing stories from real business people about their telephone selling experiences and some entertaining cartoons. Furthermore it is written by an Australian based on 16 years of her practice and research into how you can achieve results in telephone selling in the Australian marketplace. Techniques you will discover in this book that will turn people’s sales results around. The little-known way to get through the gate-keeper How to get 7 out of 10 appointments in one hour 3 simple tips to build rapport quickly 7 ways to ask questions that make people want what you have to offer A formula for writing a telephone script that works 5 powerful ways to overcome any objection 4 proven strategies for conquering people who sit on the fence Free and easy ways to ask for referrals How to overcome call reluctance forever Price:  AUD$29.95 incl. GST plus Postage and Handling. Postage Rates in Australia - $5 for one and $2 for each additional book. Postage Rates anywhere overseas - $12.50 - Order Here [top] Road to People Excellence - by Khong Bee, Great Eastern This book is a collection of ten maxims on building people excellence in call centres in particular, and business organisations generally. These principles of people excellence are based on observations of the work culture within Great Eastern. Visitors, internal colleagues and our departmental staff continually feedback to us on the distinctive work culture and teamwork. This has motivated Great Eastern  to share our people excellence experience with the industry in our fourth book, “Road to People Excellence”. People Excellence is not a one time achievement but an upwardly endless but satisfying journey. This book is different from the earlier three ( Road to Call Centre Excellence, Road to Customer Service Excellence and Road to Call Centre Excellence) and is geared for the busy readers. The ten maxims, like our ten fingers, are easy to remember and can be understood quickly even if the reader does not have time to complete the full text. Price:  AUD$18.00 incl. GST & Postage and Handling - Order Here [top] The Right St@ff - by Ted Sandeman, ACM Diagnostics It is common knowledge that staff costs are the major expense in running contact centers. Assigning the right number of staff results in the most effective use of this expense. Some equipment vendors and consultants provide calculators to work out the right number of staff for handling a given volume of incoming calls to meet a specified service level. However, such tools are not applicable in the more complex world of the contact center, where the center handles not only incoming telephone calls but emails, faxes, web interactions, regular mail and outgoing telephone calls as well. The Right St@ff provides practical information, techniques and tips on the BEST WAYS TO MANAGE YOUR STAFF IN A CONTACT CENTER. Addressing many of the day-to-day problems faced by center managers, supervisors and resource planners, the book contains numerous examples and checklists, making it an effective training guide, as well as a handy reference source. Price: AUD$29.00 (incl. GST & Postage and Handling) - Order Here [top]  [top]  The Road to IVR Excellence: The Romance of Lee Lee - by Khong Bee In 2003 Great Eastern embarked on an innovative strategic initiative by moving its call centre IVR (interactive voice response) from an analogue to a digital voice-activated platform. The company developed a bilingual system, personified as Lee Lee, for both its customers and 2,000 agency force. This book is different becasue it is a novel about Great Eastern's journey to IVR excellence. It is a story of the fears and challenges of the Customer Service team who are courageous enough to be different and want to make a quantum leap for the customers. Because of the passion and commitment of the project team, the project was not unlike a love affair: hence, the Romance of Lee Lee. Price: AUD$18.00 (incl. GST & Postage and Handling) - Order Here [top]     The Road to Customer Service Excellence - by Khong Bee "The Road to Customer Service Excellence" is a sequel to the earlier "Road to Call Centre Excellence". Written as the result of Great Eastern vying for the prestigious Singapore Class award for enterprise-wide customer service excellence, the book looks at corporate service excellence as travelling on Seven Motorways with Nine road signs. Interspersed between each chapter is a service lesson from Mother nature and a motivational quote. Included is a special word from Sam Haggag, Chairman of the Call Centre Council of Singapore. A "Must" for companies who desire service excellence as their competitive edge. Available 1 March 2004! Price: AUD$22.00 (incl. GST & Postage and Handling)  - Order Here [top]     Road to Call Centre Excellence - by Khong Bee In Nov 2002, Great Eastern Life, the largest Insurance company in Singapore, won the best Call Centre Award for below 50 seats in Singapore. Having a 30% abandoned rate just barely 3 years ago, this book documents Great Eastern's journey to excellence. A practical easy-to-read primer in call centre management, this book is well illustrated with work examples from a Singapore perspective. It deals with basic issue of call centre excellence: leadership, technology, culture, people and efficiency. The author is the Head of Customer Service at Great Eastern and a Chartered Insurer with CII of UK. Price: AUD$22.00 (incl. GST & Postage and Handling)  - Order Here [top]