Kategoria BISAC: Business & Economics >> Customer Relations

The intended audience is includes parents, educators, anyone in social services or the medical field, managers and employees in business or non-profit organizations. The goal is for you to relate and be inspired to take simple actions...

The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centers. Whether for induction or for periodic training, those who train staff will find it a valuable resource. It also offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development.

The book addresses the key areas of training call center staff including: quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and...

In "The Relationship Marketer," Soren Hougaard and Mogens Bjerre explain how the concept of the dyad (i.e., mutuality, or "you and me") is quickly becoming a fundamental principle in marketing. The authors suggest that understanding customer relationships, value co-creation, and customised business models in which effectiveness is evaluated on an individualised basis leads to outstanding business performance. Based on these principles the authors present a concrete and practically manageable framework for implementation. Readers will find surprising, useful, and applicable marketing...

Pay brand-new employees $2,000 to quit Make customer service the responsibility of the entire company-not just a department Focus on company culture as the #1 priority Apply research from the science of happiness to running a business Help employees grow-both personally and professionally Seek to change the world Oh, and make money too . . .

Meeting new people, developing listening skills, learning proper business etiquette, or dealing with difficult customers or coworkers are all challenges every company faces. The Big Book of People Skills Games offers a host of interactive yet engaging games you can use to tackle all of these communication-challenged areas within your group. RESULTS: effective...

If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results.

Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies.

• Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom...