Author : Terry Gillen
Publisher : Human Resource Development
Page : 521 pages
File Size : 10,39 MB
Release : 1993
Category : Consumer satisfaction
ISBN : 0874252261
20 fully reproducible, training workshops in this volume are ideal for customer service managers, supervisors, coaches and self-directed customer service teams that must set service policies, measure effectiveness and identify where service improvement is needed.
Author : Don R. Crawley
Publisher : Soundtraining Net
Page : 164 pages
File Size : 28,19 MB
Release : 2011-05-05
Category : Computer industry
ISBN : 9780983660705
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Author : Dan Adams
Publisher : Aim Press
Page : 0 pages
File Size : 22,50 MB
Release : 2008
Category : Industrial marketing
ISBN : 9780980112344
Author : Leslie Rae
Publisher : Gower Publishing, Ltd.
Page : 272 pages
File Size : 37,75 MB
Release : 1997
Category : Business & Economics
ISBN : 9780566079290
Following the book will enable any trainer to devise a professional training and development programme. Included are all the considerations a trainer needs to be aware of, ranging from skills assessment and learning styles, to relative benefits of on the job and off the job training, and the value of different types of training formats.
Author : Terry Gillen
Publisher : Human Resource Development
Page : 584 pages
File Size : 14,95 MB
Release : 1990
Category : Business & Economics
ISBN : 9780874251937
Be ready to respond to customer service moments of truth by ensuring that customer service staff have the core skills they need. These 20 ready-to-use training workshops include detailed trainers notes,slides, and handouts. All materials are fully reproducible.
Author : Christine Avery
Publisher : Routledge
Page : 711 pages
File Size : 26,52 MB
Release : 2002-09-11
Category : Business & Economics
ISBN : 1134840241
The concept of Quality Management began in the manufacturing sector, but a growing concern with quality in other areas of the economy has led to its wider application in service industries, government, education, and other not-for-profit agencies. A great quantity of material related to quality management has been produced in recent years, much of it by small presses, professional and trade associations, and consultants. The Quality Management Sourcebook is the first in-depth, international guide to the most useful material and sources of information. The book begins with the origins of quality management, explains how it evolved, examines its current situation, and explores the future. The book is divided into five main sections: * Introduction: General sources for information * Applications of total quality management * Focus on specific aspects of quality management * Quality in the future * Resource materials The Quality Management Sourcebook is an essential reference for everybody involved in either the theory or practice of quality management: in manufacturing, retail, banking, and insurance, the utilities industry, the transportation industry, health, education and other public services. Over 900 citations cover books, journal articles, technical reports, video training materials and software. Each is followed by a descriptive annotation. Resource materials include strategies for locating additional information; training materials; organizations; and consultants. The book concludes with a glossary of quality management terms, a name index, a title index, and a detailed subject index.
Author :
Publisher : ReadHowYouWant.com
Page : 402 pages
File Size : 13,42 MB
Release :
Category :
ISBN : 1442956119
Author : Ari Weinzweig
Publisher : Hyperion
Page : 125 pages
File Size : 45,1 MB
Release : 2012-06-26
Category : Business & Economics
ISBN : 1401305075
Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way.
Author : Agatha C Hughes
Publisher : Routledge
Page : 184 pages
File Size : 44,82 MB
Release : 2019-11-07
Category :
ISBN : 9781138742727
This title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and "experts" in American society, led to a retrenchment, systems methods are still part of modern managerial practice.
Author : Louise Downe
Publisher : BIS Publishers
Page : 0 pages
File Size : 20,85 MB
Release : 2020-03-03
Category : Business & Economics
ISBN : 9789063695439
Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
