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Book: The Ultimate Customer Support Executive: Unleash the Power of Your Customer

bookcover.jpgJanuary 2013 update:

I’m pleased to report that my publisher has made the Kindle version of my book ‘The Ultimate Customer Support Executive’ available, and a fantastic value at $9.99. If you have Amazon Prime, you can even ‘borrow’ the book for free…

http://bit.ly/supportexecbook

Greetings! It is with great pleasure that I announce my first book – The Ultimate Customer Support Executive: Unleash the Power of Your Customer.  Check out the reviews.

If you are interested in an intense, highly interactive workshop ‘Be the Voice of the Customer‘ based on the book, let me know.

Over the years, the discrepancy between what executives say about customer support and what they actually do has shocked and surprised me. In addition, customer support is not taken seriously; it is not a profession where 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.

 

Published by Silicon Press, ISBN 092930634.

The book is available from your favorite online bookstores, including Amazon and Barnes and Noble.  For bulk copies (20+) to hand out to your teams, please contact me and I’ll get you a special price from the publisher.

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

In addition to high-level implementation strategies, the book includes provocative thinking around:

  • 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

Why wait? Pick it up now. http://bit.ly/supportexecbook


    We initially brought The Verghis Group, Inc. in to discuss a technology solution for our IT department. We quickly recognized their substantial managerial, technical and university-specific expertise enabled us to broaden the conversation to include other departments.

The end result was a comprehensive, realistic set of people, process and technology recommendations to improve student retention. They are a true pleasure to work with, and I would not hesitate to recommend their services to any other organization.

CIO of a major University

The Verghis Group | (800) 494 9142 | (617) 395 6613 | phil@verghisgroup.com | www.verghisgroup.com
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