Handling Complaints Pocketbook PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Handling Complaints Pocketbook PDF full book. Access full book title Handling Complaints Pocketbook by Angelena Boden. Download full books in PDF and EPUB format.
Author: Angelena Boden
Publisher: Management Pocketbooks
ISBN: 190707726X
Category : Business & Economics
Languages : en
Pages : 115
Get Book Here
Book Description
The Handling Complaints Pocketbook looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional. The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers. The next sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behaviour. The final section looks at ways to turn complaints into compliments and create loyal customers. From the author of The Problem Behaviour Pocketbook.
Author: Angelena Boden
Publisher: Management Pocketbooks
ISBN: 190707726X
Category : Business & Economics
Languages : en
Pages : 115
Get Book Here
Book Description
The Handling Complaints Pocketbook looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional. The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers. The next sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behaviour. The final section looks at ways to turn complaints into compliments and create loyal customers. From the author of The Problem Behaviour Pocketbook.
Author: Sean McManus
Publisher: Management Pocketbooks
ISBN: 1908284242
Category : Business & Economics
Languages : en
Pages : 114
Get Book Here
Book Description
The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.
Author: Andy Cross
Publisher: Management Pocketbooks
ISBN: 1907077723
Category : Business & Economics
Languages : en
Pages : 113
Get Book Here
Book Description
For leaders of customer service teams, The Managing Customer Service Pocketbook draws on some startling statistics to highlight the benefit of building customer loyalty. For example, one study shows that a mere 5% increase in customer loyalty can boost profitability by up to 85%. Earning loyalty is about delighting the customer by delivering outstanding service. And, as the book's author Andy Cross explains, the bedrock of service excellence is the 'service brand'. The book uses a 5-stage model to describe how to create and nurture such a service brand through the recruitment, training, leadership and motivation of a customer service team that works diligently and passionately for the highest possible standards of service. Stage one is to establish the vision or the brand values by properly understanding what it is that the customer wants above all else. This is what drives the team. Then you have to align these values with those of the team itself. This is achieved through careful recruitment, training and inspirational people management. Further stages in the process of managing the service brand cover: coaching the team to deliver consistently brilliant service; what to do when things go wrong (top tips!); and how to create an environment in which team members have the freedom to improve. We believe you'll be 'highly satisfied' with this book and, if statistics are to be believed, 'six times more likely to order again'!
Author: United States. National Recovery Administration
Publisher:
ISBN:
Category : Handbag industry
Languages : en
Pages : 664
Get Book Here
Book Description
Author: Will Thomas
Publisher: Pocketbooks
ISBN: 1908284676
Category : Education
Languages : en
Pages : 128
Get Book Here
Book Description
Teaching is a challenging and rewarding profession but it comes with a significant workload: a recent survey found that work-related stress among teachers is double the national average for most other professions. Will Thomas demonstrates how changing your mental approach to workload and implementing a few key elements to manage stress can minimise the impact of psychological distress on your health and well-being. From effective planning, thinking and delegation to goals, sleep and resilience, the book is a mine of information. It contains a workload management self-evaluation tool with strategies, steps and solutions for making changes where changes are needed. When you’re juggling several balls, remember: work is rubber; health and family are crystal. This Pocketbook helps make sure you never drop the wrong one!
Author: Stewart Wright
Publisher: Management Pocketbooks
ISBN: 190707760X
Category : Business & Economics
Languages : en
Pages : 130
Get Book Here
Book Description
Recruiting successful candidates leads to improved performance, increased customer satisfaction, enhanced organisational reputation, greater staff morale and a positive reflection on those involved in the recruitment process. The Managing Recruitment Pocketbook explains how to plan recruitment, attract the right candidates, assess CVs and application forms, get the most out of the interview, use different methods of selection and how to make the job offer. Under 'attracting the right candidates', the pocketbook looks at advertising methods, using the internet, employing recruitment agencies and recruiting internally. Selection methods addressed include psychometric tests, personality questionnaires, assessment centres, presentations and work sample exercises. The final chapter covers how to pull all the selection information together, references, medicals, handling unsuccessful candidates and making the eventual offer. Complementing this new title are two other existing pocketbooks, The Interviewer's Pocketbook and The Succeeding At Interviews Pocketbook.
Author: T. F. Allen
Publisher: B. Jain Publishers
ISBN: 9788170210108
Category : Health & Fitness
Languages : en
Pages : 600
Get Book Here
Book Description
It Is More Than A Repertory. It Is A Method. It Is Also A Guide To The Study Of Materia Medica. Five Type Faces Are Used To Indicate The Means In Which The Remedies Were Encountered In The Provings.
Author: William Hamilton Kittoe
Publisher:
ISBN:
Category :
Languages : en
Pages : 298
Get Book Here
Book Description
Author: John Townsend
Publisher: Management Pocketbooks
ISBN: 1908284056
Category : Self-Help
Languages : en
Pages : 129
Get Book Here
Book Description
The 'facilitraining rainbow' won't lead you to a pot of gold but it will enable you to decide on the most suitable approach for your next facilitation session. This innovative decision-making model is central to The Facilitator's Pocketbook - a comprehensive guide covering all stages of facilitation, from planning through to implementation. Interpersonal skills (including attitudes and values) and session skills (including energising and problem solving) are dealt with at length. This second edition contains significant new material, notably the addition of a detailed case study and examples of six typical facilitation sessions. "John and Paul provide a quick route to a practical understanding of facilitation. This book should be compulsory reading for all managers handling change." Teresa Kilmartin, Executive Manager Training & Development, Irish Life Assurance plc "This book is the perfect illustration of what facilitation is all about - making things easy. Reflecting on the methods, skills and techniques described, it is easy to understand what it takes to become a skilled facilitator. Read it and you will undoubtedly do it better and get better results!" Karin Priarollo, Director, Human Resources, Novartis Consumer Health
Author: Clemens Maria Franz von Bönninghausen
Publisher:
ISBN:
Category : Homeopathy
Languages : en
Pages : 550
Get Book Here
Book Description
