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Author : Anonim
Publisher : DIANE Publishing
Page : 43 pages
File Size : 46,9 Mb
Release : 2024-06-03
Category : Electronic
ISBN : 9781428944343
Author : Eric Lee Harvey,Walk the Talk Team
Publisher : The Walk The Talk Company
Page : 60 pages
File Size : 46,9 Mb
Release : 1999
Category : Consumer satisfaction
ISBN : 1885228341
180 Ways To Walk The Customer Service Talk is the resource you'll want to read and distribute to every person in your organization. Packed with powerful strategies and tips to cultivate world-class customer service, this handbook promises to be the answer to getting everyone "Walking The Customer Service Talk" and building a reputation of service integrity. At its low price, if everyone adopts just a few ideas to help ensure customers come back again, this book will pay for itself. All employees at every level of the organization need this powerful guide ... from front line employees, to call center representatives, sales people, telemarketers, managers, client services and marketing teams.
Author : National Performance Review (U.S.)
Publisher : Unknown
Page : 32 pages
File Size : 43,9 Mb
Release : 1994
Category : Administrative agencies
ISBN : IND:30000044511420
Author : Harley Manning,Kerry Bodine
Publisher : Houghton Mifflin Harcourt
Page : 275 pages
File Size : 50,5 Mb
Release : 2012
Category : Business & Economics
ISBN : 9780547913988
For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
Author : Lorraine L. Ukens
Publisher : John Wiley & Sons
Page : 397 pages
File Size : 52,6 Mb
Release : 2007-07-13
Category : Business & Economics
ISBN : 9780787994822
101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
Author : Michael Johnson & Andres Gustafsson
Publisher : John Wiley & Sons
Page : 240 pages
File Size : 47,6 Mb
Release : 2006-09
Category : Electronic
ISBN : 8126509392
Author : Andreas Jedlitschka,Outi Salo
Publisher : Springer Science & Business Media
Page : 460 pages
File Size : 42,5 Mb
Release : 2008-06-16
Category : Business & Economics
ISBN : 9783540695646
This book constitutes the refereed proceedings of the 9th International Conference on Product Focused Software Process Improvement, PROFES 2008, held in Monte Porzio Catone, Italy, in June 2008. The 31 revised full papers presented together with 4 reports on workshops and tutorials and 3 keynote addresses were carefully reviewed and selected from 61 submissions. The papers address different development modes, roles in the value chain, stakeholders’ viewpoints, collaborative development, as well as economic and quality aspects. The papers are organized in topical sections on quality and measurement, cost estimation, capability and maturity models, systems and software quality, software process improvement, lessons learned and best practices, and agile software development.
Author : Lorraine L. Ukens
Publisher : Unknown
Page : 0 pages
File Size : 50,6 Mb
Release : 2007
Category : Customer services
ISBN : 099900851X
Provides a variety of tyraining and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
Author : J. Mike Jacka,Paulette J. Keller
Publisher : John Wiley & Sons
Page : 340 pages
File Size : 44,8 Mb
Release : 2009-07-07
Category : Business & Economics
ISBN : 9780470444580
Praise for Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION "A must-read for anyone performing business process mapping! This treasure shares step-by-step approaches and critical success factors, based on years of practical, customer-focused experience. A real winner!" Timothy R. Holmes, CPA, former General Auditor, American Red Cross "Paulette and Mike make extensive use of anecdotes and real-life examples to bring alive the topic of business process mapping. From the outset, this book will engage you and draw you into the world of business process mapping. Who would have thought that reading about business process mapping could make you smile? Well, Mike and Paulette can make it happen! Within each chapter, the authors provide detailed examples and exhibits used to document a process. Each chapter also includes a 'Recap' and 'Key Analysis Points' which enable the reader to distill the highlights of the chapter." Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy, W. P. Carey School of Business, Arizona State University "Keller and Jacka cut through the drudgery of process mapping with a path-breaking approach that enables the reader to better understand processes, how they work and how they work together toward successful achievement of business objectives. With great style and flair, this book will provide you with a different way of thinking and new tools to assist you in process analysis and improvement. This book is a must-read for auditors, risk managers, quality improvement management, and business process engineers." Dean Bahrman, VP and Internal Audit Director (Retired), Global Financial Services Companies "Mike Jacka and Paulette Keller show their expertise with the application of business process mapping in increasing customer service and satisfaction in this updated and expanded edition of this popular book. With clear, practical examples and applications, this book shows the writing talents of both authors, and it will be used over and over by those from all lines of industries and professions. Kudos for a job well done!" Joan Pastor, PhD, Founding Partner, Licensed Industrial-Organizational Psychologist, JPA International, Inc., Beverly Hills, California
Author : Edward C. Brewer,Terence L. Holmes
Publisher : Routledge
Page : 97 pages
File Size : 42,5 Mb
Release : 2021-06-09
Category : Business & Economics
ISBN : 9781000394894
This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments – and make the world a little better and more pleasant. An author team with extensive cross-sector experience provides a foundation that will help improve customer service no matter the type of organization or situation, allowing customization according to industry standards and expectations. Although the basic steps are simple – going all the way back to preschool and kindergarten – they can have a significant positive impact on customer service and on basic human interaction. If an employee follows these simple steps, not only will relationships with customers improve, but so will relationships with co-workers, increasing overall organizational satisfaction. Readers who adopt the principles in this book may find that their personal relationships improve as well. The primary audience of this work includes any business that desires to improve customer service. However, anyone who works with people will appreciate the conversational tone and specific illustrative examples in this clear and immediately actionable book.
Author : Anonim
Publisher : Unknown
Page : 128 pages
File Size : 55,6 Mb
Release : 2006
Category : Consumer satisfaction
ISBN : 1848928637
Author : Bruce J. Boudreau,Greg Detmer,Susan Tam,Stephanie Box,Ryan Burke,Joanne Paternoster,Lou Carbone
Publisher : Unknown
Page : 230 pages
File Size : 47,9 Mb
Release : 2016
Category : Airports
ISBN : 0309375584
"TRB's Airport Cooperative Research Program (ACRP) Report 157: Improving the Airport Customer Experience documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (such as passengers, meeters and greeters, and employees) and types and sizes of airports. It also identifies potential improvements that airports could make for their customers." -- Publisher's description
Author : Darryl S. Doane,Rose D. Sloat
Publisher : Human Resource Development
Page : 274 pages
File Size : 45,9 Mb
Release : 2003
Category : Customer services
ISBN : 0874257379
Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
Author : Michael David Johnson,Anders Gustafsson
Publisher : Jossey-Bass
Page : 248 pages
File Size : 48,9 Mb
Release : 2000-08
Category : Business & Economics
ISBN : UVA:X004438753
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.
Author : John R. DiJulius
Publisher : Greenleaf Book Group
Page : 200 pages
File Size : 51,5 Mb
Release : 2015-01-06
Category : Business & Economics
ISBN : 9781626341302
In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.