| Customer
Satisfaction for ISO 9001:2000 -$27; published by Quality Press.
Soft cover (will be mailed)
The 9001:2000 International Standards Organization requires that
customer satisfaction is measured. This book provides templates
and checklists and instructions on how to meet those
requirements.
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$16.50 (soft cover)
Click here to order |
E-books:
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*Available only as an e-book! (even though pictured as book)
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Kudos! How to energize your employees, customers and
cash flow
Gallup Poll and Competitive Edge Research both
found a strong statistical correlation between employee
satisfaction, customer satisfaction and profit. Employee
recognition is key to employee satisfaction. Yet many companies
do not have any guidelines, a system or creativity connected to
their recognition, Kudos covers how to set up a Kudos culture,
how to connect kudos to strategy, how to say congratulations
creatively, how to do kudos celebrations, and how to customize kudos. It is the
bible for employee recognition programs.
|
 $10
Click here to order
(e-book)
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Total Quality Service:
a simplified approach to using the Baldrige Award criteria
Total Quality Service was written for small to medium
size businesses who wanted a simplified step-by-step approach to
excellent customer service consistent. It uses both best practices and
the model behind the Baldrige Award criteria to help companies achieve that high
standard. The Baldrige award is the Olympic Gold medal in
the U.S. for business excellence. It has been used by many of the Fortune 1000
companies to deliver extraordinary service for a reasonable
cost. The book was published in 1996 by the American Society for
Quality (ASQ) as a best seller and is recently out of print.. It
currently sells used on Amazon.com for up to $88! Because we
have the distribution rights back, we offer it to you for only
$30 electronically.
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$
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(e-book) |
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Compelling Proposals
Compelling Proposals helps teams write proposals that
win. Dr. Sheila Kessler, the author, researched the
difference between winning and losing proposals for two years
prior to writing this book. These secrets to proposal
success were used to train the sales force at one of the leading
engineering and construction companies, Fluor Daniel and helped
raise the bidding success rate from 23 percent to 76 percent in
18 months. That was worth billions of dollars to Fluor Daniel.
The techniques can be applied in small as well as large
companies. Areas it covers include: 1) being responsive to
customer requirements 2) how to set the strategy for the
proposal 3) how to write a "unified" team proposal 4) how to add
sizzle.
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 $20
Click here to order
(e-book) |
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Winning Sales Presentations
In addition to benchmarking and researching winning proposals
for two years, Dr. Sheila Kessler also researched which
presentations helped win projects and which ones lost. The
winners all had common denominators: the right strategy, the
right room set up, the right preparation, the right agenda, the
right style for the audience. Learn how to optimize your
chances for success in sales presentations. These techniques
were used by Sheila Kessler to help Fluor Daniel, the "Most
Admired Engineering and Construction Company" skyrocket its
sales success from 23 percent to 76 percent.
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 $20
Click here to order
(e-book ) |
Team Selling
Everyone in the organization sells, whether they
realize it or not. This book describes how to turn the whole
organization into the covert sales force. At Fluor Daniel we
trained all departments to operate as a guerilla sales force.
Many employees beside sales people have customer contact. Having
the whole organization operate as a sales force means knowing
the key customers, gathering intelligence about the customer,
letting the sales force know about potential bids and all be
selling the same thing!
|
 $20
Click
here to order
(e-book) |
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can be reproduced without the express permission of Competitive Edge
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copyright protection.
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