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Service Management in Computing and Telecommunications
ISBN: 9780890066768 / Angielski / Twarda / 140 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This work describes all aspects of service provision, from the definition of customer need to the day-to-day techniques of managing customer satisfaction. It includes guidelines for negotiating a service level agreement, methods for understanding the customer's requirements, and the identification of key issues associated with help-desks and customer assistance centres.
This work describes all aspects of service provision, from the definition of customer need to the day-to-day techniques of managing customer satisfact...
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cena:
408,12 |
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The Future of Retail Banking
ISBN: 9781403911261 / Angielski / Twarda / 178 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This book arises from an event on the future of banking which included leading figures in the industry. It addresses current trends influencing competition including globalization, market structure, technology and demographics and how these will impact upon companies and their organization, business opportunities, revenue streams, branding and customer behaviour. It will also show banks how to develop strategic initiatives for future competition. This will represent essential thinking for the banking and financial services industry.
This book arises from an event on the future of banking which included leading figures in the industry. It addresses current trends influencing compet...
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cena:
201,24 |
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The Positive Coach Approach: Call Center Coaching for High Performance
ISBN: 9781425978389 / Angielski / Miękka / 160 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The Positive Coach Approach is truly unique in that it provides a clearly charted course of action. It's a course for anyone charged with the task of improving call center performance in the form of customer satisfaction, increased sales, shorter call times, and greater employee satisfaction. This book is a teaching guide that will lead you through what to do, why to do it, and how to do it. This method of coaching eliminates: - Stress on coaches and agents - The need for constructive criticism The Positvive Coach Approach is: - A proven way to get more and better results - A kinder approach...
The Positive Coach Approach is truly unique in that it provides a clearly charted course of action. It's a course for anyone charged with the task of ...
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cena:
137,34 |
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Integrating Total Quality Management in a Library Setting
ISBN: 9781560244639 / Angielski / Twarda / 214 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Translates quality methods from their profit-based manufacturing origin to the library setting. Explains how to improve services by such strategies as employee involvement and training, problem-solving teams, statistical methods, longterm goals and thinking, and a general recognition that the system
Translates quality methods from their profit-based manufacturing origin to the library setting. Explains how to improve services by such strategies as...
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cena:
710,17 |
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The Call Center Dictionary: The Complete Guide to Call Center and Customer Support Technology Solutions
ISBN: 9781578200955 / Angielski / Miękka / 232 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions provides clear definitions of call center acronyms, terms, and technology. Key topics in this expanded and updated third edition include telemarketing, customer service, voice processing, switches, software, training, CRM, and call center management. It includes charts and checklists that provide invaluable guidance for planning and managing call center operations.
The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions provides clear definitions of call center acrony...
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cena:
171,37 |
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Creating Great Visitor Experiences: A Guide for Museums, Parks, Zoos, Gardens & Libraries
ISBN: 9781598741681 / Angielski / Twarda / 209 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Museum and other non-profit professionals have begun to realize that the complete visitor experience is the key to repeat attendance, successful fundraising, and building audience loyalty. Taking lessons learned by successful experience-shapers in the for-profit world, Stephanie Weaver distills this knowledge for museums and other organizations which depend on visitor satisfaction for success. Is your institution welcoming? Are the bathrooms clean? Does the staff communicate well? Are there enough places to sit? These practical matters may mean more to creating a loyal following than any...
Museum and other non-profit professionals have begun to realize that the complete visitor experience is the key to repeat attendance, successful fundr...
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cena:
808,12 |
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Creating Great Visitor Experiences : A Guide for Museums, Parks, Zoos, Gardens & Libraries
ISBN: 9781598741698 / Angielski / Miękka / 209 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Museum and other non-profit professionals have begun to realize that the complete visitor experience is the key to repeat attendance, successful fundraising, and building audience loyalty. Taking lessons learned by successful experience-shapers in the for-profit world, Stephanie Weaver distills this knowledge for museums and other organizations which depend on visitor satisfaction for success. Is your institution welcoming? Are the bathrooms clean? Does the staff communicate well? Are there enough places to sit? These practical matters may mean more to creating a loyal following than any...
Museum and other non-profit professionals have begun to realize that the complete visitor experience is the key to repeat attendance, successful fundr...
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cena:
225,25 |
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Public Relations Law: A Supplemental Text
ISBN: 9780415988636 / Angielski / Twarda / 170 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This supplemental text on PR law is intended to be used with other mass communication textbooks. It is intended for the mass communication law course, which is a mainstay (although not always required course) in all accredited programs in mass communication, journalism, broadcasting, telecommunications, public relations, mass media, and related curricula.
This supplemental text on PR law is intended to be used with other mass communication textbooks. It is intended for the mass communication law course,...
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cena:
710,17 |
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Building Brands Directly: Creating Business Value from Customer Relationships
ISBN: 9780333639078 / Angielski / Twarda / 431 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. New competition, technology and economics have changed the behaviour of markets and the practice of marketing. Customers are more discerning, and demand more quality, service and choice. Established brands are under threat. New brands are tougher than ever to build. How to create business value by sustaining existing brands and building new brands is the priority of our major business leaders, the managers to whom they entrust their brands and the students who are the brand stewards of the future. In this book Stewart Pearson explains how to build your brands directly: by investing in the...
New competition, technology and economics have changed the behaviour of markets and the practice of marketing. Customers are more discerning, and dema...
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cena:
402,53 |
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How to Make a Million Dollars in Your Home Service Business
ISBN: 9781933817255 / Angielski / Miękka / 243 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Why Not Make a Ton of Money in Your Service Business? So many service businesses struggle painfully through life and Author and Entrepreneur Bob Burnham asks why? You work hard for your money so why not make your life way easier and make a lot more money? Bob says the only difference between one company making $50,000.00 net per year and another that makes $500,000.00 is that the less profitable company just doesn't have the right information. It is Bob's mission in this book, and through his work, to show service business people how to become Wealthy, Healthy and Successful.
Why Not Make a Ton of Money in Your Service Business? So many service businesses struggle painfully through life and Author and Entrepreneur Bob Burnh...
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cena:
103,93 |
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Representing Women in Parliament: A Comparative Study
ISBN: 9780415479523 / Angielski / Miękka / 300 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The first book-length treatment of the political representation of women in countries with parliamentary systems based on the Westminster model. Written by a major international team of authors, this new study features twelve chapters on both new and established parliaments, including Australia, Canada, New Zealand and the United Kingdom. It tests the latest theories about women's political representation within Westminster style assemblies and is organized into three key sections that:
The first book-length treatment of the political representation of women in countries with parliamentary systems based on the Westminster model. |
cena:
171,37 |
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Organization Design: A Practical Methodology and Toolkit
ISBN: 9781599961521 / Angielski / Miękka / 144 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Leaders often struggle when faced with the challenge of restructuring or rightsizing their organizations or redesigning reporting relationships. Don't make the mistakes many make when they fail to do appropriate due diligence by addressing the symptoms of the perceived business problem rather than the root causes. Check out this practical and informative book first. As the title suggests, it is a real-world guide to organization design. It is written by a global corporate executive and management consultant with 25 years of experience advising senior executives on strategic change. And it is...
Leaders often struggle when faced with the challenge of restructuring or rightsizing their organizations or redesigning reporting relationships. Don't...
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cena:
161,65 |
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Care: You Have the Power!
ISBN: 9781600051265 / Angielski / Miękka / 136 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Imagine using tools already at your disposal to significantly enhance relationships at all levels of your life. Nothing new to learn--not really. The vignettes in 'Care' from a Hall of Fame football quarterback to company CEOs to participants in homeless shelters renew our faith and lead to action in utilizing care factors in our lives starting right now.
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... Imagine using tools already at your disposal to significantly enhance relationships at all levels of your life. Nothing new to learn--not really. The ...
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cena:
86,10 |
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The Call Centre Training Handbook: A Complete Guide to Learning and Development in Contact Centres
ISBN: 9780749450885 / Angielski / Twarda / 336 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. 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... The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centers. Whether fo... |
cena:
257,72 |
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Hiring Top Talent for Sales and Customer Service
ISBN: 9780981791524 / Angielski / Miękka / 76 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Henry offers employers a guide for finding and hiring top talent that can transform a business organization.
Henry offers employers a guide for finding and hiring top talent that can transform a business organization.
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cena:
92,00 |
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The Connected Customer: The Changing Nature of Consumer and Business Markets
ISBN: 9781848728370 / Angielski / Twarda / 372 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This work provides a guide to the new reality of consumer and business marketing in today's modern technological world. In particular it explores how social networking and information sharing websites have impacted upon markets and marketing.
This work provides a guide to the new reality of consumer and business marketing in today's modern technological world. In particular it explores how ...
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cena:
710,17 |
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Delivering Quality Service
ISBN: 9781439167281 / Angielski / Miękka / 240 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and...
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But...
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cena:
65,32 |
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The Relationship Marketer: Rethinking Strategic Relationship Marketing
ISBN: 9783642032424 / Angielski / Twarda / 223 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. 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... 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 ... |
cena:
201,24 |
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Protecting Main Street: Measuring the Customer Experience in Financial Services for Business and Public Policy
ISBN: 9780415996013 / Angielski / Twarda / 126 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Unlike other books which focus solely on the business or profit aspects of measuring the customer experience, this book focuses on the benefits to the consumer as well as the company or financial institution. The book describes how business and government can undertake market research to determine whether the credit and investment markets are functioning properly and providing consumers with adequate information to make sound and safe credit and investment decisions. A discussion of different market research methods abilities to uncover problems in the credit and investment markets is...
Unlike other books which focus solely on the business or profit aspects of measuring the customer experience, this book focuses on the benefits to the...
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cena:
710,17 |
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Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight
ISBN: 9781930039285 / Angielski / Miękka / 184 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Can Your Team Improve Your Customer's Delight? We like to think our staff are just as good when we aren't around as when we are. But not all of them are. Some are doing downright stupid things to your customers. And driving them away. How do you know what they're doing? You can't always know. But you can regularly reinforce what you want them to do. Not by lecturing at them, nagging and scolding. But by presenting scenarios and discussing them, either as a group or individually. Remarkable Customer Service ... and Disservice is designed to be a tool for growth -- for you, individual staff...
Can Your Team Improve Your Customer's Delight? We like to think our staff are just as good when we aren't around as when we are. But not all of them a...
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cena:
64,74 |
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