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Customer Service: A Practical Approach
ISBN: 9780132742399 / Angielski / Miękka / 192 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and...
The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to de...
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cena:
905,36 |
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At Your Service
ISBN: 9781118217221 / Angielski / Twarda / 240 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. A guide to refocusing your business on those who matter most: customers and employees.
Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains... A guide to refocusing your business on those who matter most: customers and employees.
Technology and social media tools have made it easier... |
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96,15 |
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The Enjoyable Golf Club Experience: Providing Exceptional Guest Services
ISBN: 9781453791707 / Angielski / Miękka / 192 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Every once in a while we visit a Golf Club and walk away feeling that the service was excellent. More than likely we were given a friendly greeting, made to feel welcomed, and shown appreciation. This is a major part of what creates exceptional service. We leave with the feeling that the experience was one of pure enjoyment.
Every once in a while we visit a Golf Club and walk away feeling that the service was excellent. More than likely we were given a friendly greeting, m...
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cena:
60,49 |
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So You Want To Be Customer-Centric?: 8 Steps To Profitable Customer Relations
ISBN: 9781463785147 / Angielski / Miękka / 102 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Despite proclaiming the contrary, most businesses don't really care about their customers. Sure, they swear blind that the customer is at the heart of everything they do. But when push comes to shove, customer happiness comes second to quarterly profits and Christmas bonuses. In just 99 pages, So You Want to Be Customer-Centric? helps you shake the habits that are preventing companies being truly customer-centric. This straight-talking executive action guide helps you focus on customers in spite of budget constraints, corporate politics, organizational silos and ambivalent data. Not because...
Despite proclaiming the contrary, most businesses don't really care about their customers. Sure, they swear blind that the customer is at the heart of...
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cena:
40,43 |
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Fuzzy Methods for Customer Relationship Management and Marketing: Applications and Classifications
ISBN: 9781466600959 / Angielski / Twarda / 388 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Information overload has made it increasingly difficult to analyze large amounts of data and generate appropriate management decisions. Furthermore, data is often imprecise and will include both quantitative and qualitative elements. For these reasons, it is important to extend traditional decision making processes by adding intuitive reasoning, human subjectivity, and imprecision. Fuzzy Methods for Customer Relationship Management and Marketing: Applications and Classifications explores the possibilities and advantages created by fuzzy methods through the presentation of thorough research...
Information overload has made it increasingly difficult to analyze large amounts of data and generate appropriate management decisions. Furthermore, d...
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948,15 |
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Successful Customer Relationship Management Programs and Technologies: Issues and Trends
ISBN: 9781466602885 / Angielski / Twarda / 360 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The field of Customer Relationship Management (CRM) has broadened greatly in recent years as technological applications have expanded. Successful Customer Relationship Management Programs and Technologies: Issues and Trends offers the latest research and developments for researchers, practitioners, and academics alike. This volume contains case studies, methodologies, frameworks, and architectures, and generally the cutting edge in research within the field of customer relationship management. In order to stay abreast of the latest updates in the field, a volume like this serves as a...
The field of Customer Relationship Management (CRM) has broadened greatly in recent years as technological applications have expanded. Successful Cust...
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948,15 |
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Atender Clientes Artisticamente: Un Negocio Sin Desperdicio
ISBN: 9781469903934 / Hiszpański / Miękka / 104 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Brindar excelente atencion al cliente significa la mayor de las oportunidades de realizacion personal y profesional, sobre todo cuando lo hacemos con un sentido artistico. En esta ocasion, Juan Carlos Jimenez nos ofrece consejos y practicas especificas para asumir y disfrutar la posibilidad de influir de manera positiva en nuestros clientes, y con ello nutrir nuestra estima y enaltecer la imagen que tenemos de nosotros mismos. El requisito indispensable: es una decision personal. Atender clientes artisticamente nos invita ademas a interpretar como "cliente" a todas las personas con quienes...
Brindar excelente atencion al cliente significa la mayor de las oportunidades de realizacion personal y profesional, sobre todo cuando lo hacemos con ...
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cena:
32,17 |
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Legendary Customer Service: How to Thrive in America During Tough Economic Times
ISBN: 9781469912790 / Angielski / Miękka / 144 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. If we are to get America back to work, it is imperative that we return to the values that made this nation great. There is a common thread among all thriving companies. They all understand the importance of customer service excellence. Legendary customer service begins with a commitment to the customer... at any cost In order to differentiate from your competition, you must stop talking about customer service excellence and start living it. This ideology must flow from the pinnacle of your organization to the very core of its foundation - persons who interact directly with your customers on...
If we are to get America back to work, it is imperative that we return to the values that made this nation great. There is a common thread among all t...
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cena:
40,26 |
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The Customer Loyalty Audit
ISBN: 9781907766053 / Angielski / Miękka / 140 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In an age where customer satisfaction is no longer good enough, your organisation must take steps to build absolute customer loyalty. Do you have a CCO (Chief Customer Officer) as well as a CEO and a CFO? If not, should you have one? As customer loyalty becomes the Holy Grail for any successful business, this audit lets you ask: "How loyal are our customers?" and much more important "How well-equipped are we to win and maintain customer loyalty?" After a persuasive briefing on managing the transition from customer satisfaction to customer loyalty, this audit sets out a 7-Step Roadmap: 1.Top...
In an age where customer satisfaction is no longer good enough, your organisation must take steps to build absolute customer loyalty. Do you have a CC...
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cena:
302,12 |
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The Customer Support Audit
ISBN: 9781907766091 / Angielski / Miękka / 116 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In 2-3 days, using this audit, you can review your whole customer support/after sales programme. Measure "how good" your customer support is - then look deeper and see how well you use it to differentiate your business and to win competitive advantage. Complete the audit and get answers to questions like these about your customer support programme: How well does it cater for different market segments? Is it cost effective? Do you use the best mix of in-house and external resources? How well do you set goals, control costs and ensure flexibility? How well do support teams work? How effectively...
In 2-3 days, using this audit, you can review your whole customer support/after sales programme. Measure "how good" your customer support is - then lo...
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cena:
302,12 |
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Choosing a Crm Vendor: Best Practices, Pitfalls, and the Myth of the Turnkey Solution
ISBN: 9781908293077 / Angielski / Miękka / 192 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Getting Customer Relationship Management right is a goal to which any customer focused company aspires. Yet, rather than enabling companies to achieve this goal, the complexity of choosing the right CRM vendor can become a stumbling block to companies trying to deliver excellence in customer service. With an increasing choice of established, corporate vendors, niche vendors and open source solutions, your decision to invest in CRM is vital in supporting the business information that underpins your delivery of sales, marketing and service excellence to your customers. In Choosing a CRMVendor,...
Getting Customer Relationship Management right is a goal to which any customer focused company aspires. Yet, rather than enabling companies to achieve...
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cena:
60,25 |
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Drive Your Sales and Marketing Activities with Openerp
ISBN: 9782960087611 / Angielski / Miękka / 202 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Do you dream of the perfect sales organization?In this organization, where information moves freely between all areas, your Customer Relationship Management system sustains your evolving sales strategies. The sales cycles and the different stages are clear and sales pipeline review gives you accurate forecasts. This is the place where all simple tasks are automated and the marketing and sales department are strongly related.In this book, you will learn to set up and use OpenERP to: * Track your customers, partners and resellers network.* Design your sales stages efficiently from leads to...
Do you dream of the perfect sales organization?In this organization, where information moves freely between all areas, your Customer Relationship Mana...
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cena:
150,29 |
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The Handbook of Customer Satisfaction and Loyalty Measurement
ISBN: 9780566087448 / Angielski / Twarda / 288 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective...
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been...
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cena:
661,20 |
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Gower Handbook of Call and Contact Centre Management
ISBN: 9780566085109 / Angielski / Twarda / 368 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable...
Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, ...
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cena:
710,17 |
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Customer Loyalty Programmes and Clubs
ISBN: 9780566084515 / Angielski / Twarda / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In every industry, and any company, customer loyalty marketing is an important pillar of corporate strategy. This second edition of Customer Loyalty Programmes and Clubs, explains how the key to effective protection against competition lies in identifying and offering your customers the right combination of financial and non-financial benefits. Stephen Butscher has reviewed the developments that have taken place since his original successful step-by-step guide was published and now includes 'pricing for customer loyalty' and 'e-loyalty' along with extra case studies. He takes you through all...
In every industry, and any company, customer loyalty marketing is an important pillar of corporate strategy. This second edition of Customer Loyalty P...
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cena:
759,15 |
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Measuring Customer Service Effectiveness
ISBN: 9780566085383 / Angielski / Twarda / 174 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to...
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both ex...
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cena:
710,17 |
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Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer
ISBN: 9780765617705 / Angielski / Twarda / 544 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and...
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and...
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cena:
1150,97 |
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Crafting Customer Value : The Art and Science
ISBN: 9781557532312 / Angielski Termin realizacji zamówienia: ok. 5-8 dni roboczych. In today's competitive marketplace, customer value " a combination of product and service benefits at a fair price that creates value in the minds of customers " is the key variable for business success. Using several comprehensive and highly integrated frameworks, Peter Duchessi provides strategies for defining customer value and for developing the critical business, personnel, quality, and information systems that are responsible for delivering customer value. Whereas other books focus on just one of these critical areas, Crafting Customer Value provides a comprehensive account of what a...
In today's competitive marketplace, customer value " a combination of product and service benefits at a fair price that creates value in the minds of ...
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cena:
146,88 |
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How Organizations Deliver BAD Customer Service: (And Strategies that Turn it Around!)
ISBN: 9780983679608 / Angielski / Miękka / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Today's consumer views loyalty to a business as a fad, and they also expect everything and then some. The companies that are thriving (and will continue to thrive) deliver amazing customer experiences. Customer service isn't just about being a department or a policy; it is about creating a culture where customers can't wait to do business with you, and are excited to refer their friends to you as well. This book's characters, Negative Ned and Positive Paul, illustrate the ABSURDITY of terrible customer service and the simple steps necessary to improve nearly every customer experience.
Today's consumer views loyalty to a business as a fad, and they also expect everything and then some. The companies that are thriving (and will contin...
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cena:
80,72 |
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Outside in: The Power of Putting Customers at the Center of Your Business
ISBN: 9780547913988 / Angielski / Twarda / 272 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients? The solution in each case was a focus on customer experience, the most powerful--and misunderstood--element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It's a fundamental business driver. Here's proof: over a recent five-year period...
What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its ...
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cena:
115,61 |
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