Professional Courtesy Discount

Greetings! It is with great pleasure that I announce my first book - The Ultimate Customer Support Executive: Unleash the Power of Your Customer. Over the years, the discrepancy between what executives say about customer support and and what they actually do has shocked and surprised me. In addition, customer support is not taken seriously, one whose executives report directly to the CEO. So I decided to find out why, and wrote a book based on what I've found out so far.

The premise of the book is this: To unleash the power of the customer in our organizations, we first have to EARN respect then DEMAND respect. Making this bold step will unquestionably help our customers, our organizations -- and our own careers. But how exactly do we make such a big leap? That's the focus of this book.

Writing the book was a labor of love, but it's the responses from readers that have made it all worthwhile. Take this one I received recently from Peter G., a VP at a Global 500 company in New York. Peter wrote "Just read your book cover to cover -- it is both a very enjoyable read and an amazing reference. It helped me realize how much further I can take my customers, my team and my own career. Thank You, Thank You, Thank You."

Here's the good news. I've been able to obtain a few books from the publisher at a discount. As someone who has recently been to one of my workshops or is on my mailing list, I'm pleased to offer an additional professional courtesy discount of 10%.

Please hurry, quantities at this special rate are extremely limited.

Remember, this special professional courtesy discount is in addition to free ground shipping in the United States and $5 off shipping anywhere else, including Canada.

Published by Silicon Press, ISBN 092930634.

The book is also available from your favorite online bookstores, including Amazon and Barnes and Noble. If you have problems completing your order, or have questions, call: (800) 494-9142 or +1 617.395.6613 from outside the United States. We welcome POs from qualified institutions.

The Ultimate Customer Support Executive shows you how to:

• Unleash the power of your customer within your organization
• Make customer support more strategic to your business
• Position yourself and your organization for success by enlisting the power of the customer
• Evaluate best practices in people, processes and technologies
• Earn respect from internal colleagues
• How to deal with global customers and manage support teams scattered across the globe
• Think about, and prepare for, outsourcing and offshoring discussions

In addition to high-level implementation strategies, the book includes provocative thinking about the future of technical support and global support philosophies in the 21st century.

Who will be interested in the book?

Anyone with responsibility for dealing with customers, from sales to support executives to CEOs, will appreciate this clear blueprint for unleashing the power of the customer.

This includes:

• Senior-level executives responsible for organization strategy and tasked with contributing significant gains in shareholder value.
• Executives and managers responsible for providing customer support.
• Executives and managers who depend on customer support.
• Management consulting, technology consulting, and strategy firms.
• R&D, Engineering, Sales (domestic and international), Marketing, Business Development, Finance, Legal, Quality Assurance, CIOs, Internal Help Desk managers, Non-profit support, Resellers, Vendors in the customer support space
• Professors and students in graduate and undergraduate business programs.

What will you learn from reading the book?

Down-to-earth, practical, hands-on resource written for customer support executives (and those who depend on them) who want to take their performance to the next level.

The Ultimate Customer Support Executive will show you how to:

• Make customer support more strategic to your business.
• Position yourself and your organization for success by enlisting the power of the customer.
• Understand the various process frameworks of successful customer support, and see which ones make sense for you
• Look at different toolsets available to implement your vision
• Earn and then demand respect from your internal colleagues
• How to deal with global customers and distributed, global support teams
• Think about, and prepare for, offshoring discussions

• Global support philosophies in the 21st century
• The future of technical support

Chapters:

• Leadership
• Who are you?
• Customers
• Common Customer Support Myths
• People
• Process
• Technology
• Global Support
• Offshoring
• Being Recognized
• Future
• Final Thoughts

Upcoming Workshops:

Customer support professionals have the awesome responsibility of acquiring and retaining the customers that keep companies profitable. Yet in many companies, these professionals struggle just to earn a seat at the decision-making table. A second struggle is the effort to make an impact on company strategy once they get there.

My experience has shown that bringing together people, processes and technology can unleash what I call the 'power of the customer'. This can propel your company -- and your career -- to new heights of success.

To achieve these important goals, The Verghis Group has developed professionally-designed workshops based on my book. Customized workshops are available for organizations and universities.

Sign up or find out the workshop schedule here.

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