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Author : John Tschohl
Publisher : Best Sellers Publishing
Page : 388 pages
File Size : 47,6 Mb
Release : 1996
Category : Business & Economics
ISBN : 0963626841
Promotes the theory that superior customer service leads to a superior business organisation
Author : Dennis Snow,Teri Yanovitch
Publisher : John Wiley & Sons
Page : 261 pages
File Size : 42,6 Mb
Release : 2009-11-16
Category : Business & Economics
ISBN : 9780470503805
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author : Alka Jarvis,Luis Morales,Ulka Ranadive
Publisher : Quality Press
Page : 228 pages
File Size : 47,9 Mb
Release : 2016-07-04
Category : Business & Economics
ISBN : 9781953079688
For the past decade, process validation issues ranked within the top six of Food and Drug Administration (FDA) form 483 observation findings issued each year. This poses a substantial problem for the medical device industry and is the reason why the authors wanted to write this book. The authors will share their collective knowledge: to help organizations improve patient safety and increase profitability while maintaining a state of compliance with regulations and standards. This book was written to assist quality technicians, engineers, managers, and others that need to plan, conduct, and monitor validation activities. To that end, the intent of this book is to provide the quality professional working in virtually any industry a quick, convenient, and comprehensive guide to properly conducting process validations that meet regulatory and certification requirements. It provides an introduction and background to the requirements necessary to perform process validations that will comply with regulatory and certification body requirements.
Author : Adrian Payne
Publisher : Unknown
Page : 438 pages
File Size : 50,8 Mb
Release : 2006
Category : Electronic
ISBN : OCLC:878583977
Author : C. M. Chang
Publisher : Business Expert Press
Page : 146 pages
File Size : 42,8 Mb
Release : 2013-11-20
Category : Business & Economics
ISBN : 9781606495452
As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.
Author : Eden Rosen
Publisher : Xlibris Corporation
Page : 152 pages
File Size : 43,6 Mb
Release : 2011-01
Category : Business & Economics
ISBN : 142570400X
"Eden Rosen's book will help you understand the pain and cost of poor service. A must read for those who want to improve customer service." John Tschohl, President and Founder of Service Quality Institute, Customer Service Guru and Strategist and Author of 5 best sellers including "Achieving Excellence Through Customer Service."
Author : Sarah Cook
Publisher : Kogan Page Publishers
Page : 288 pages
File Size : 41,6 Mb
Release : 2010-11-03
Category : Business & Economics
ISBN : 9780749462574
Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
Author : Colleen M. Hacker,Mallory E. Mann
Publisher : Human Kinetics
Page : 369 pages
File Size : 43,5 Mb
Release : 2022-06-13
Category : Sports & Recreation
ISBN : 9781718207714
Perform to your potential with proven mental training techniques! Achieving Excellence: Mastering the Mindset for Peak Performance in Sport and Life offers a variety of peak performance strategies to help athletes, coaches, and performers of all kinds achieve a winning mindset. The book explores sport psychology concepts and provides practical, proven strategies to incorporate into your daily life and competitive career. Renowned mental skills coach and performance psychology expert Colleen Hacker has helped hundreds of Olympic and professional athletes to achieve their individual and team goals. In Achieving Excellence, she shares her approach for cultivating confidence, focus, and habits of excellence. She will teach you how to create action plans for success and develop performance routines that optimize achievement. Inside, you will discover the strategies and practical tools needed for success in life and sport, such as these: Bulleted checklists that offer step-by-step application tips for mental skills Sidebars that highlight strategies for overcoming common challenges Success stories from top athletes and firsthand accounts of their experiences using different techniques Inspirational quotes throughout the book will motivate you, and implementation worksheets—available both in the book and online through HKPropel—are provided to help you apply mental training strategies in competition or in other achievement domains. With Achieving Excellence, you will develop a winning mindset with evidence-based, step-by-step plans that lead you to peak performance. Note: A code for accessing HKPropel is included with this ebook.
Author : Dennis Snow,Teri Yanovitch
Publisher : John Wiley & Sons
Page : 261 pages
File Size : 52,6 Mb
Release : 2009-10-29
Category : Business & Economics
ISBN : 9780470564196
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author : Bernard Katz
Publisher : McGraw-Hill/Contemporary
Page : 0 pages
File Size : 55,5 Mb
Release : 1999
Category : Customer relations
ISBN : 0844226157
This is a complete handbook for achieving excellence in customer service. With easy-to-follow, step-by-step procedures for researching, hiring, training, execution and follow-up -- all necessities for good customer service -- this guide helps businesses of all types use customer service to increase profitability.
Author : Will Gray
Publisher : Unknown
Page : 84 pages
File Size : 48,8 Mb
Release : 2021-02-21
Category : Electronic
ISBN : 9798596938654
Why do Marine Corps leaders eat last? Why does Frito-Lay dominate the market? What do you do when you lose your luggage in a strange city the night before an interview?Proactive: Achieving Excellence in Sales and Customer Relationships shows you how to find success by prioritizing opportunities and mitigating threats through a purpose-driven approach to business and customer relationships.Gray is an award-winning sales and marketing professional with more than 25 years of experience leading teams in Fortune 500 companies. This book is full of real-world stories from inside some of the best companies in the world that show you how to overcome challenging obstacles and fuel successful strategies.It is for the new sales professional or the experienced seller and sales leader looking to ignite their performance and evolve in a highly complex environment.This book will teach you how to:* Identify what is important to the customer and focus on collaborative problem-solving* Develop key objectives and measure progress and success through disciplined planning* Effectively lead and develop others to create a winning environment and positive culture* Leverage human connection to develop preferential and sustainable relationships with customers* Differentiate your product or service to deliver value* Drive excellence through evolving your approach to customers and the business
Author : Robert Spector,Patrick D. McCarthy
Publisher : John Wiley & Sons
Page : 239 pages
File Size : 48,9 Mb
Release : 2012-02-07
Category : Business & Economics
ISBN : 9781118236536
The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. —Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company. New material in this revised edition includes: "How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture Chapters on Nordstrom's online customer service and the innovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customer service Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.
Author : Martin Hill-Wilson,Carolyn Blunt
Publisher : John Wiley & Sons
Page : 171 pages
File Size : 48,8 Mb
Release : 2013-10-23
Category : Business & Economics
ISBN : 9781118662656
Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave? Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration. This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.
Author : Alka Jarvis,Luis Morales,Ulka Ranadive
Publisher : Quality Press
Page : 256 pages
File Size : 47,5 Mb
Release : 2016-07-04
Category : Business & Economics
ISBN : 9781953079671
A case for seeing customer experience, CX, and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies.
Author : Daniel Bloom
Publisher : CRC Press
Page : 219 pages
File Size : 53,5 Mb
Release : 2017-07-27
Category : Business & Economics
ISBN : 9781040081488
Although world-class firms like GE and Motorola have relied on Six Sigma to build their performance cultures, these processes are all too often left out of human resources (HR) functions. This lack of Six Sigma principles is even more surprising because preventing errors and improving productivity are so critical to the people management processes