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Frank W., Jr Davis, Karl B. Mandrodt
Customer Responsive Management: The Flexible Advantage

y.
Publisher:
Description: [detailed...]

ISBN: 1557865051
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Jane Smith
Customer Retention in a Week (In a Week)

2003 y.
Publisher:
Description: [detailed...]

ISBN: 034084938X
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Larry Fogli, Jennifer Ukei
Customer Service Delivery: Research and Best Practices (J-B SIOP Professional Practice Series)

2005 y.
Publisher:
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 todays 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 [detailed...]

ISBN: 0787976202
Book size: ; Page extent: 352.

 

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Zarifa Willard
Customer Service Done Right

2003 y.
Publisher:
Description: [detailed...]

ISBN: 141342337X
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Zarifa Willard
Customer Service Done Right

y.
Publisher:
Description: [detailed...]

ISBN: 1413423388
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Debra J. MacNeill
Customer Service Excellence

y.
Publisher:
Description: no description [detailed...]

ISBN: 1556239696
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JoAnn Haberer
Customer Service In The Information Age: A Common Sense Approach to High-Tech Help (Crisp Fifty-Minute Series)

2004 y.
Publisher:
Description: Book Description`Customer Service in the Information Age` provides readers and trainers with insight into how to realign their customer service techinques to meet Information Age customer expectations. The book focuses on new frontiers in customer service such as e-mail, Web sites, customer relationship management (CRM), and automated telephone systems, while revisiting some customer service basiscs like the importance of a personal response and using common sense. [detailed...]

ISBN: 0619259094
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Karen Leland, Keith Bailey
Customer Service In an Instant: 60 Ways to Win Customers and Keep Them Coming Back (In an Instant (Career Press))

2008 y.
Publisher:
Description: As most corporate giants and small businesses alike have realized, service--both online and off--is a critical concern for surviving and thriving in today`s fast-paced, quick-changing, and high-tech environment. One study shows that it costs six times mre to gain a new customer than to retain a current one. Customer Service In An Instant will help the reader learn how to create and project a winning service attitude in the often stress-filled environment of work, discover powerful actions they can tae to increase customer loyalty and retention, and apply time-tested techniques for dealing with difficult customers and coworkers. Filled with real world, practical advice gathered from Fortune 500 companies, small businesses, and entrepreneurs aroud the world, Customer Service In An Instant is a must read for anyone whose job involves frequent contact with external or internal customers by telephone, e-mail, or in person. Readers will learn the essential skills they need to [detailed...]

ISBN: 1601630131
Book size: ; Page extent: 160.

 

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Andrew E. Schwartz
Customer Service PowerPoint Content

y.
Publisher:
Description: Ready, Set, Present (PowerPoint Content): Customer Service: The quality of customer service can make or break a business. Understand the basics of good customer service. Slides include topics such as: Understanding the basics of effective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top 10 customer complaints, 5 common customer requests, implementing a good customer service program, service standards, 4 steps to super service, how to`s and more. Slides can easily be tailored to your specific needs (make handouts, create overheads and use them with an LCD projector) and are available for license. 100+ PowerPoint slides prepackaged on a PC compatible CD Rom. Each slide includes slide transitions, clipart and animation. Software Requirements: Windows 95 and PowerPoint 97 or higher. You may use this product over and over again. [detailed...]

ISBN: 1928950957
Book size: ; Page extent: 0.

 

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Andrew E. Schwartz
Customer Service PowerPoint Quotes

y.
Publisher:
Description: Royalty Free - ReadySetPresent (Business Quotes): Keep your audience focused and engaged by using our carefully selected collection of thoughtful, witty and humorous quotes. Use in a presentation with an LCD projector, make handouts, and create overheads. This topic includes 25 quotes, slide transitions, clipart and animation. It is a must-have supplement for anyone interested in presenting on these or related topics. Packaged on 3.5` floppy disk/s. PC compatible. [detailed...]

ISBN: 1928950647
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Maxine Kamin
Customer Service Training

y.
Publisher:
Description: Do you want to raise the bar for service excellence in your organization? Here is a practical, hands-on guide to help you quickly accomplish this goal. Dozens of field-tested exercises, games, activities, icebreakers, and assessment instruments help you teach employees the importance of customer service and improve their performance. A flexible format and easy-to-use icons help you develop a customized training program lasting from one hour to one day or longer. A companion CD-ROM includes PowerPoint presentations and electronic copies of all supporting material. [detailed...]

ISBN: 1562863304
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Neville Lake, Kristen Hickey
Customer Service Workbook

y.
Publisher:
Description: * A practical guide to developing a customer service strategy * Packed with advice, worksheets, exercises, tools and proven techniques * Expert, jargon-free guidance that all business people can follow * Free CD-ROM containing a 40-minute video presentation from the author. Customer service is about giving customers experiences that make them come back, and it`s about measuring and improving every process involved. Here is a book that provides the framework for applying sound management principles to all parts of a business that touch the customer. The authors take a holistic view and enable the reader to prepare, manage and change a business to get the most out of customer relationships. The approach taken in the book will enableany manager to design, develop and implement a total customer service approach. The text covers five key areas: understanding customers, developing a service strategy, delivering service through people, delivering service through [detailed...]

ISBN: 0749437898
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Dennis Becker, Paula Borkum Becker
Customer Service and the Telephone

y.
Publisher:
Description: no description [detailed...]

ISBN: 0786302240
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Karen Leland, Keith Bailey, Giles H. Bateman
Customer Service for Dummies

y.
Publisher:
Description: In today`s highly competitive environment, good products and good marketing aren`t enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive. Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that you yourself would like to receive. This down-to-earth, step-by-step guide fills you in on ways to Take stock of your customer service strengths and weaknesses Commit to continuous improvement Work your way through modern-day e-mail and Internet etiquette Foster positive face-to-face and telephone service Deal with the unhappy folks among your customers Packed with practical advice for getting through the everyday challenges at work, Customer Service For Dummies, 2nd Edition, shows you how to develop [detailed...]

ISBN: 0764552090
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Wendy Leebov
Customer Service for Professionals in Health Care

y.
Publisher:
Description: This short book helps healthcare employees to develop a strong customer orientation toward patients, physicians, coworkers and other customers. It identifies key behaviors that reflect a customer orientation in typical healthcare interactions and also provides self-assessment and practice exercises to help employees become more conscious of their customers` needs and more adept in meeting these needs every day. [detailed...]

ISBN: 0595283659
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Larry Swaton
Customer Service for Profitability

2003 y.
Publisher:
Description: Book DescriptionThe book covers customer service from a strategy viewpoint. It starts as the product is being developed and continues through the product life cycle. It covers planning, marketing, maintenance, training, documentation, staffing, technicalsupport, warranty, contracts, accounting, logistics, inventory, leadership, field service and collecting action. It is a chess game to put them together as a system. [detailed...]

ISBN: 1412000874
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Elaine K. Harris
Customer Service: A Practical Approach (4th Edition)

2006 y.
Publisher:
Description: A #1 training and reference resources for companies nationwide, this informative guide provides users with (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, (3) the fundamental abilities and strategies which lead to the successful implementation of customer service. Goes beyond providing reasons why customer service is important by defining proven methods for creating an environment that achi excellence in customer service. Discusses such current issues as the rapid integration of technology and the multi-cultural marketplace, and emphasizes critical areas of skill-building essential to success, i.e., problem-solving and decision making, timeagement, human relations, leadership, and technology training. Discusses the changing marketplace, understanding the customer of the 21st century, embracing new technologies, call centers, customer service over the Internet, and [detailed...]

ISBN: 0131989375
Book size: ; Page extent: 192.

 

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Elaine K. Harris
Customer Service: A Practical Approach

y.
Publisher:
Description: [detailed...]

ISBN: 0130978531
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Timothy P. Bonomo
Customer Service: Aiming for Excellence

y.
Publisher:
Description: Customer Service, Aiming for Excellence is a fast-paced, humourous and fresh approach to Customer Service that will benefit both first time employees and seasoned professionals as well. This easy-to-read, `one sitting`, book tells you how to handle different customers instead of just why you need to. The fun and insights are inescapable and `it provides the tools to deal with difficult situations with confidence and a greater understanding of the underlying motives behind behavior`. Customer Service,Aiming for Excellence introduces the concept of `Linked Pairs`, the relationships between the situations/conditions that cause a problem and the generally appropriate techniques that aid in solving it. Aiming for Excellence also teaches you to identify the 5 customer types and how best to handle them based on their personality. The book also discusses Opportunities for Excellence, Everyday Extraordinary Service and Professionalism. If you have already read a book on customer [detailed...]

ISBN: 1553695429
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Robert W. Lucas
Customer Service: Building Successful Skills for the Twenty-First Century

2005 y.
Publisher: McGraw-Hill Irwin
Description: No matter what industry you choose or which organization you eventually end up working for, there will come a time when you have to deal with your internal and external customers. This 3 Edition covers the essential service skills needed to succeed in business today-crucial skills that include: listening techniques, verbal and nonverbal communication, dealing with various customer types, use of technology, and handling a variety of complex customer situations. With insight and tips that provide a thorough overview into the world of customer service leadership, this text provides everything you need to enter the workplace as a knowledgeable and attentive professional. Pre- and post-chapter quizzes test reader knowledge of chapter topics. Special boxes throughout the text expose you to different leadership styles and provide insights into how to manage effectively. Enhanced coverage of diversity issues challenge you to consider and be prepared [detailed...]

ISBN: 0-07-293805-6
Book size: ; Page extent: 432.

 

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Paul R. Timm
Customer Service: Career Success Through Customer Loyalty (4th Edition)

2007 y.
Publisher:
Description: - [detailed...]

ISBN: 0132236583
Book size: ; Page extent: 304.

 

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Customer Service: Empowerment and Entrapment

2003 y.
Publisher:
Description: Book Description Customer service is at the center of many recent changes in work and organizations and is often celebrated as being of benefit to all. This book explores the real nature of customer service from different critical perspectives drawing on a wide range of sectors internationally. [detailed...]

ISBN: 0333946073
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Robert W Lucas
Customer Service: Skills and Concepts for Success, Student Edition

y.
Publisher:
Description: This revision of Customer Service: Skills &, Concepts for Success features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. [detailed...]

ISBN: 0078226333
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Penni McLean-Conner
Customer Service: Utility Style

2005 y.
Publisher:
Description: Successful utility customer service leaders are providing great service while reducing costs. This primer for customer service leaders at all levels outlines successful techniques for creating a customer focused culture, taking costs out of the businessand maximizing technology, processes and efficiency. Readers of this book will find easy to implement, proven best practices combined with thoughtful discussions on current strategies and innovations. Additionally insights and case studies from successfulutility leaders will amplify the challenges of successfully implementing these best practices. Readers of this book will learn how to: ? Build an aligned motivated team ? Offer new services and products to meet your customers` eeds ? Reduce unbilled losses in your meter to cash cycle ? Create effective channel management ? Define, measure and map your key customer service processes ? Utilize workforce [detailed...]

ISBN: 1593700539
Book size: ; Page extent: 250.

 

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Barry S. Farah, Barry S. Farah
Customer Success

y.
Publisher:
Description: [detailed...]

ISBN: 0966588800
Book size: ; Page extent: .

 

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Marty Seldman, John Futterknecht, Ben Sorensen
Customer Tells: Deliver World Class Customer Service Using Championship Poker Strategies

2007 y.
Publisher: Kaplan Business
Description: What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people. Customer Tells , the innovative new book by bestselling author Dr. Marty Seldman, focuses on the key concept of the tell, the ability to read mannerisms, to understand what people mean but are not saying, and to respond accordingly. In poker, the tell means knowing the cards a competitor holds, in customer service, it means understanding the customers subtle ways of communicating how they want to be treated, even if they cant articulate it. Seldman, one of the worlds foremost executive coaches and organizational psychologists, uses the principles of Customer Tells in his seminars nationwide. By teaching business professionals of every level how to read tells in customers communication styles, body language, dress, [detailed...]

ISBN: 1419596098
Book size: ; Page extent: 288.

 

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Daniel, M.D. Farb
Customer and Patient Care Manual and CD: With Practical Techniques for Improving Customer Care and Patient Relationships in Healthcare, for all Levels Dentist, and Executives, who want

2004 y.
Publisher:
Description: Book DescriptionThis title is part of the UniversityOfHealthCare/ UniversityOfBusiness Interactive Training Library, which offers authoritative, clearly written material in an interactive form for better comprehension and documentation of completion. Themanual accompanying the CD provides a summary of the major points of the CD in a handy format. Customer and Patient Care teaches how to handle customer and patient situations. Healthcare staff have to deal with the special demands of both. The course structure is many short suggestions and principles followed immediately by interactive questions and applications. The simple structure makes it possible for busy healthcare workers to log in and benefit from short, self-contained units, and practice how they would respond to a situation. It is helpful for those outside of healthcare as well. 169 pages on CD. 29 pages in the manual. Approved for 3 national nursing CE contact hours, which must be purchased separately. You must have Internet [detailed...]

ISBN: 1594910197
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Edwin T., Jr. Crego, Peter D. Schiffrin
Customer-Centered Reengineering: Remapping for Total Customer Value

y.
Publisher:
Description: This customer-driven approach to reengineering is essential for organizations wanting to develop and increase customer loyalty. Customer Centered Reengineering is a tested framework for realigning strategy, structure, and systems around the customer, this book shows how to: integrate customer`s needs with reengineering efforts, initiate and lead the reengineering effort by embracing the 7 C`s: closeness, clarity, courage, creativity, competencies, commitment, and consistency. [detailed...]

ISBN: 0786302984
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Karen G. Strouse
Customer-Centered: Telecommunications Services Marketing (Artech House Telecommunications Library)

2004 y.
Publisher:
Description: Book DescriptionIn today?s telecommunications services industry, rapidly changing technologies and a decline in growth are creating intense competition where the customers? quest for value is of paramount importance. Offering you a survival strategy based on customer-centered marketing, this forward-looking resource helps you assess your company?s market potential and target desirable segments successfully. You gain practical insight in evaluating your present customer base and learn the best ways to adjust your marketing strategies to eliminate unprofitable customers and attract high-value replacements. Moreover, the book helps you become attuned to customer demand and present a service portfolio with a high potential for success. [detailed...]

ISBN: 1580538541
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Douglas Emery
Customer-Directed Healthcare Reform with Episode Pricing

2005 y.
Publisher:
Description: Book Description After 15 years of reform efforts, managed healthcare is on life support. But there is room for hope. Addressing what remains a key national issue, CONSUMER DRIVEN HEALTHCARE REFORM does not disparage managed care but addresses its underlying limitations. Building upon the strengths of managed care, it offers a refreshing approach for the future of healthcare. Instead of the top-down, command-and-control approach of orthodox manage care, this breakthrough book advocates a bottom-up, market-oriented strategy in which consumer choice drives prudent behavior. Though it doesn`t purport to resolve all the issues within the healthcare system, the book delivers reforms that ? if deployed on a wide scale and executed properly ? will bring a far greater rationalization of our economic healthcare assets. It emphasizes that large coalitions of private sector plans, payers, and (ideally) government must come together around a common model to help defray the costs of change and to [detailed...]

ISBN: 0324303289
Book size: ; Page extent: 224.

 

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David Moschella
Customer-Driven IT: How Users Are Shaping Technology Industry Growth

y.
Publisher:
Description: Will e-commerce ever really take off? What will it take to make online advertising work? Will we ever be able to vote online? Questions about the Internet`s true potential have been echoing across the IT landscape since the dot-com bubble burst. Will theInternet`s full promise ever be realized? Noted industry forecaster David Moschella says it will- because the main source of IT innovation and progress has fundamentally changed. In this visionary book, Moschella predicts that it will be the effectiveness of IT customer leadership that will determine the future prospects for the information technology industry. Customer-Driven IT describes the shift from a supplier- to a customer-led IT industry. It explains why even the most powerful IT vendors simply can`t address most of the key opportunities and challenges the industry now faces-but how IT customers and their industries increasingly can. Moschella explores the concept of a customer-driven IT industry [detailed...]

ISBN: 1578518652
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