Customer Morale and Behavioral Effectiveness PDF Download
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Author: Harry L. Jacobs
Publisher:
ISBN:
Category : Armed Forces
Languages : en
Pages : 62
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Book Description
Although psychologists have little or no continuing and direct input into military feeding systems in Europe, in the U.S., psychologists have been an integral part of military feeding research and development for almost three decades. The purpose of this paper is to present (a) the general role in food system research, (b) a sample of what is done now, and (c) some suggestions regarding the future.
Author: Harry L. Jacobs
Publisher:
ISBN:
Category : Armed Forces
Languages : en
Pages : 62
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Book Description
Although psychologists have little or no continuing and direct input into military feeding systems in Europe, in the U.S., psychologists have been an integral part of military feeding research and development for almost three decades. The purpose of this paper is to present (a) the general role in food system research, (b) a sample of what is done now, and (c) some suggestions regarding the future.
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 374
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Book Description
Author: Ivaylo Yorgov
Publisher: Taylor & Francis
ISBN: 1000932834
Category : Business & Economics
Languages : en
Pages : 224
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Book Description
Breaking the silence around an all-too-common problem, this book offers insights into the triggers of customer aggression against service employees, explores its consequences, and provides practical advice for handling abusive customers and mitigating the damage they inflict. Today, more than half of the world’s population is employed in the service sector. This fundamental economic shift is accompanied by heightened attention to customer service and the ‘customer is always right’ paradigm. But when customers act aggressively, everyone pays a price: frontline employees, their families, their companies, and even the abusive customers themselves. Unlike breezier titles on the subject, this book is based in academic research—exploring the ‘why?’ and ‘when?’ behind abusive behavior—that underpins its practical approach, illustrated with real-world stories from professionals on the front lines of customer service. The book’s useful tools include a sample anti-customer abuse policy and management process, a cheat sheet of practices that work for handling its consequences, a summary of effective service recovery processes and practices, and abuse-handling training list and curriculum templates. Managers and workers in customer-facing roles, in industries such as retail, hospitality, tourism, banking, and contact centers, will welcome this essential resource as part of their efforts to stop aggressive customer behavior, and improve employee morale, job satisfaction, and engagement.
Author: Narakesari Narayandas
Publisher:
ISBN:
Category :
Languages : en
Pages : 44
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Book Description
The behavioral objective of customer satisfaction programs is increasing customer retention rates (Fornell 1992). However, much anecdotal evidence suggests that satisfied customers tend to defect at the first opportunity. Anecdotal evidence also suggests that delighted customers exhibit much stronger loyalty with a vendor compared to satisfied customers. The gulf in loyalty between "delighted" customers and "satisfied" customers, if it exists, can have serious implications for practitioners who typically combine their "delighted" and "satisfied" customers for reporting and tracking the effectiveness of their customer satisfaction programs. Managers who take comfort in the fact that a majority of their customers are satisfied can be disappointed by the lack of measurable bottom-line improvements due to their customer satisfaction programs. In this paper, we explore the issue of how the behavior intent of "delighted" customers is different from other customers.
Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081442032X
Category : Business & Economics
Languages : en
Pages : 306
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Book Description
Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.
Author: Lynn R. Kahle
Publisher: Routledge
ISBN: 113691790X
Category : Business & Economics
Languages : en
Pages : 360
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Book Description
The growing complexity and importance of sports and event marketing has pushed scholars and practitioners to apply sophisticated marketing thinking and applications to these topics. This book deals with the professional development in the sense that sports marketing can be viewed as an application of consumer behavior research. Readers will learn about new opportunities in using consumer behavior knowledge effectively in the areas of: influencing behaviors in society and sports; building relationships with consumers through sports and events; and providing services to consumers through sport and event sponsorships. This book, by a superb group of authors, includes comprehensive reviews, innovative conceptual pieces, empirical research and rigorous attention to data.
Author: Oliver Niebuhr
Publisher: Frontiers Media SA
ISBN: 2832527612
Category : Science
Languages : en
Pages : 459
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Book Description
Author: Neville Lake
Publisher: Allen & Unwin
ISBN: 9781875889518
Category : Business & Economics
Languages : en
Pages : 132
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Book Description
A simple and effective guide to achieving customer satisfaction while reducing your costs.
Author: Food and Nutrition Information Center (U.S.)
Publisher:
ISBN:
Category : Food
Languages : en
Pages : 256
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Book Description
Author: Paul R. Timm
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 246
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Book Description
Annotation. This practical, real-world book presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting experience. Includes information on making optimum use of the Internet as a customer service professional. A clear, usable process is employed for developing the skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process helps the reader develop: a heightened awareness of challenges and opportunities; tools for dealing with unhappy customers, using the power of customer expectations and creating loyalty; the ability to lead, expand, and empower the service process.
