The Complete Idiot's Guide to Great Customer Service PDF Download
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Author: Ron Karr
Publisher: Penguin
ISBN: 1101198532
Category : Business & Economics
Languages : en
Pages : 366
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Book Description
You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make great customer service an indispensable part of your daily operation! The Complete Idiot's Guide® to Great Customer Service teaches you how to create the "Service Difference"—service that genuinely pleases your customers and sets your organization apart from the pack.
Author: Carolyn A. Martin
Publisher: Human Resource Development Press
ISBN: 9780874257434
Category : Business & Economics
Languages : en
Pages : 176
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Book Description
The Customer Service Intervention offers a practical, step-by-step program that will teach you how to quickly assess the effectiveness of your staff; launch an intervention to keep your staff service savvy; and seize opportunities every day to improve the quality of every customer interaction.
Author: Kathy L.
Publisher: Conari Press
ISBN: 1609255917
Category : Self-Help
Languages : en
Pages : 258
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Book Description
Millions of viewers have watched Dr. Drew conduct professional interventions with celebrities who are struggling with addictions. But we can’t all afford a professional intervention. The Intervention Book offers real-life stories and step-by-step advice for intervening in a loved one’s life. In The Intervention Book, Kathy L., the 12-step recovery columnist for BellaOnline, one of the largest sites for women on the web, offers a comprehensive guide to understanding and staging interventions. She begins by explaining the concept of intervention--the critical waking up point when the addict accepts that addiction has taken over his life. She walks readers through the different types of interventions, and offers advice from professional counselors and family members who have used interventions successfully. The Intervention Book includes stories of real people, more than twenty first-hand accounts from recovering addicts and alcoholics, along with their friends and families who have been through interventions and started recovery. For anyone who has a friend or loved one struggling with an addiction, this book offers faith and hope of a life in recovery.
Author: Joe Nedder
Publisher: Jones & Bartlett Publishers
ISBN: 1449609767
Category : Technology & Engineering
Languages : en
Pages : 272
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Book Description
"From training to equipment to on-scene considerations, this book covers all aspects of rapid intervention and ensures that crew members and Incident Commanders are fully prepared for "Mayday" emergencies. This book addresses the competencies for chapters 5, 6, and 7 of the 2015 edition of NFPA 1407, Standard for Training Fire Service Rapid Intervention Crews, and informs training personnel on how to conduct safe, effective, rapid intervention training."--Back cover.
Author: Rory Stewart
Publisher: W. W. Norton & Company
ISBN: 0393081206
Category : Law
Languages : en
Pages : 273
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Book Description
Bestselling author Stewart ("The Places In Between") and political economist Knaus examine the impact of large-scale military interventions, from Kosovo to Afghanistan.
Author: Ron Karr
Publisher: Penguin
ISBN: 1101198532
Category : Business & Economics
Languages : en
Pages : 366
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Book Description
You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make great customer service an indispensable part of your daily operation! The Complete Idiot's Guide® to Great Customer Service teaches you how to create the "Service Difference"—service that genuinely pleases your customers and sets your organization apart from the pack.
Author: Richard K. James
Publisher:
ISBN: 9781111297916
Category : Crisis intervention (Mental health services)
Languages : en
Pages : 730
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Book Description
Presents specific advice for handling different crisis situations, even providing the appropriate dialogue in many cases.
Author: Alex Allwood
Publisher:
ISBN: 9781925921656
Category : Business & Economics
Languages : en
Pages : 152
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Book Description
Global performance reports show that current customer experience (CX) practices are failing organisations and their customers. Promised returns of enhanced customer value, competitive differentiation and CX as a driver of sustainable growth are not being fully realised - at best, there is only incremental gain for most organisations. Something is missing. As it stands, customer experience management and design is overdue for radical intervention. Customer empathy helps us to see the customer's world differently. Doubling down on CX practices by switching on customer empathy creates deeper understanding, more meaningful connection, aligns and unites teams and enriches decision making. Customer empathy is a powerful human resource for positively impacting customer experience excellence that until now has been largely overlooked.
Author: Lawrence Fogli
Publisher: John Wiley & Sons
ISBN: 9780787983109
Category : Business & Economics
Languages : en
Pages : 348
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Book Description
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Author: Robert Hinson
Publisher: CRC Press
ISBN: 0429633432
Category : Business & Economics
Languages : en
Pages : 361
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Book Description
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Author: R. Mark Janacek
Publisher: Dog Ear Publishing
ISBN: 145754265X
Category : Business & Economics
Languages : en
Pages : 171
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Book Description
It takes place every day - business professionals evaluate the performance of an individual, a department or team, and perhaps even an entire company. However, for many managers, the process of evaluating performance is a dreaded corporate ritual that fails to cut to the chase and answer the question: “Did the performer achieve the objective, or not?” For nearly 35 years as a national and international management consultant, Mark Janacek has helped Fortune 500 organizations around the globe to improve individual, team and corporate performance. An avid and lifelong baseball fan, Janacek applies the simplicity of calling balls, strikes and outs against the strike zone as a model for evaluating performance in the business setting. The Strike Zone provides both a practical set of techniques, as well as a strong philosophical foundation for simplifying and strengthening the evaluation process across the entire business enterprise. For over three decades Janacek observed the hand-wringing frustration of both managers and staff struggling with evaluation systems failing to identify and truly reward excellence in performance, while correctly indicting poor performers that weigh down the organization. The Strike Zone is designed to reverse this agonizing trend, and vector corporate cultures to perform as never before. Janacek liberates well-meaning HR departments and company executives as he uncovers the ten most common evaluation traps found in many organizations. The Strike Zone provides specific, hard-hitting strategies to avoid them. Janacek’s cutting edge approach makes The Strike Zone a must-read for everyone competing in the business setting. Regardless of your position - owner, executive, manager, team leader, or individual contributor – The Strike Zone will surely engage you with keen insights, great depth of thought, and ignite those long lost passions for excellence.
