Download or read book The Call Centre Customer Care Pocketbook written by Michael Applegarth and published by . This book was released on 2005 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Call Centre Pocketbook written by and published by Pocketbooks. This book was released on 2005 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: Internet transactions offer customers convenience butremote trading has its price: customers feel much lessloyalty to individual companies and the loss of face-to-face contact can result in poor or non-existent customerservice. The Call Centre Customer Care Pocketbookaddresses these issues, and looks at how to retaincustomer loyalty ......
Download or read book Call Centre Customer Care Pocketbook written by and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Managing Customer Service Pocketbook written by Andy Cross and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: For leaders of customer service teams, The Managing Customer Service Pocketbook draws on some startling statistics to highlight the benefit of building customer loyalty. For example, one study shows that a mere 5% increase in customer loyalty can boost profitability by up to 85%. Earning loyalty is about delighting the customer by delivering outstanding service. And, as the book's author Andy Cross explains, the bedrock of service excellence is the 'service brand'. The book uses a 5-stage model to describe how to create and nurture such a service brand through the recruitment, training, leadership and motivation of a customer service team that works diligently and passionately for the highest possible standards of service. Stage one is to establish the vision or the brand values by properly understanding what it is that the customer wants above all else. This is what drives the team. Then you have to align these values with those of the team itself. This is achieved through careful recruitment, training and inspirational people management. Further stages in the process of managing the service brand cover: coaching the team to deliver consistently brilliant service; what to do when things go wrong (top tips!); and how to create an environment in which team members have the freedom to improve. We believe you'll be 'highly satisfied' with this book and, if statistics are to be believed, 'six times more likely to order again'!
Download or read book Project Management Pocketbook written by Keith Posner and published by Management Pocketbooks. This book was released on 2014-05-07 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Project Management Pocketbook is a practical, step-by-step guide to managing a project through to completion. It looks at each key stage and identifies the management techniques that can be applied. From objective-setting through to implementation, the book stresses the importance of good communication, teamworking and influencing skills. All too often, books on this subject cover the process of project management and not the people aspects. This Pocketbook addresses both. "Project management requires a multitude of skills - from vision and planning, to monitoring, communication, leadership and, of course, delivery. This pocketbook pulls together best practice from these diverse areas into one simple, easy-to-read booklet. Refreshingly, it has been written from a general business perspective (rather than I.T.), and is therefore applicable to anyone managing change."Adrian Guttridge, Vice President UK & Ireland, EDS "A lively guide based on real events that any of us may encounter in our everyday life at work or (as I found out after reading this) at home."Johann de Waal, Director, International SOS Insurance Services Ltd
Download or read book Memory Pocketbook written by Vicki Culpin and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: Memory is fundamental to our very existence. This title looks at the structure of memory, distinguishing between sensory memory and short- and long-term memory. It describes the causes of poor memory (tiredness, cognitive overload and poor concentration) and the key principles for improving it (attention, effort, motivation and meaning).
Download or read book C R M Pocketbook written by David Alexander and published by Management Pocketbooks. This book was released on 2013-01-01 with total page 131 pages. Available in PDF, EPUB and Kindle. Book excerpt: An effective customer relationship management strategy can deliver a step change in customer engagement, profitability, revenue growth and sustainability. This second edition of the CRM Pocketbook will help managers take a more strategic approach to setting relationship management objectives and implementing practical plans in a multi-channel environment. Consumers are becoming more empowered and turning to channels where they can access their own personal information, have more say in how that information is used, and manage how often they receive marketing materials. They have the ability to compare and analyse product and service offerings without the need for interaction with suppliers. This book explains how organisations can build more effective engagement strategies that provide outstanding customer support and drive business value. There is a section describing the contribution needed from departments within organisations, including how to keep investors informed and supportive of CRM initiatives, leading to the delivery of the customer promise and business results.
Download or read book Empowerment Pocketbook written by Michael Applegarth and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: Empowerment is often confused with delegation and, wrongly, is often seen as a form of power or authority over another person. The authors of The Empowerment Pocketbook prefer to liken empowerment to a licence that is issued only after those concerned have proven their ability and only when the scope and conditions of the activity to which the licence applies are clearly defined. This Pocketbook explains what empowerment is, what can be gained when it is in place and how to put it there and keep it there. It will be helpful to managers, trainers, consultants and all those people who are concerned with getting the best from their workforce. Areas covered include: identifying the need for empowerment, enabling the individual, implementation (nine steps to get empowerment in place) and, finally, monitoring and feedback.
Download or read book Time Management Pocketbook written by Mike Clayton and published by Pocketbooks. This book was released on 2017-10-16 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: "We cannot manage time. All we can do is learn how to use the time that we have, as well as we can", says Dr Mike Clayton, author of the all-new Time Management Pocketbook. Illustrated throughout, the book begins by explaining how to plan your time, how to balance the advantages of feeling in control against the necessity of remaining flexible, and how to adapt to changes. It then deals with ways of working that will make you more productive and looks at strategies for tackling one of the biggest problems you face: the challenge of 'too much'. A summary of the eight most popular time management systems in use comprises the penultimate section of the book. The author does admit, though: "I'm no fan of systems. Instead, I prefer broad principles, and a well-stocked box of tools to apply to different situations. To me, a system is a principle applied rigidly. And at some point, it won't apply. That's why I filled this Pocketbook with ideas to try; not just a single system." The book concludes by looking at how organisations can treat time as a strategic asset, systematically making better use of it for the greatest possible return
Download or read book Feedback Pocketbook written by Mike Pezet and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lack of feedback and coaching to aid development is the third most cited reason for resignations at work. 'Netgeners' with their reliance on social networking and instant messaging have added even greater impetus to the need for performance feedback. Feedback is integral to learning: it helps to develop skills, knowledge and confidence, and reinforces desired behaviours. It can reassure and thus reduce anxiety; and it can help people see the 'bigger picture', leading to greater alignment with organisational goals and needs. The Feedback Pocketbook encourages managers (and trainers) to use informal, formal and generative feedback as part of their day-to-day approach to motivating, managing and developing people. It explains how to construct and deliver feedback, and demonstrates how to use the underlying dynamics (explicit and implicit) to secure feedback acceptance.
Download or read book Handling Complaints Pocketbook written by Angelena Boden and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Handling Complaints Pocketbook looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional. The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers. The next sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behaviour. The final section looks at ways to turn complaints into compliments and create loyal customers. From the author of The Problem Behaviour Pocketbook.
Download or read book Motivation Pocketbook written by Max A. Eggert and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Motivation Pocketbook examines the many different theories of motivation, drawing out the key points and offering management tips for each one. A useful problem-identifier points the way to the best theories to use in particular situations. For example, when people complain a lot the author recommends the 'ERG Theory', and when they lack direction he puts forward the 'Goal Theory'. There is also a review of the different character and personality types and what they are most likely to find motivational. In conclusion, the book lists nine basic rules of motivation, ten ways in which to keep yourself motivated and 100 ways in which to say 'well done'. To coin one of these expressions, 'sheer class' Max.
Download or read book Storytelling Pocketbook written by Roger E. Jones and published by Management Pocketbooks. This book was released on 2012-01-01 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: People in business are conditioned to believe they must communicate in a rational, objective and logical manner, without emotion, if their point is to be accepted. The reality is, however, that stories engage both hearts and minds and are the most effective means to engage and persuade. The Storytelling Pocketbook shows readers how to use stories to get their ideas across and make a deeper connection with their audience. With practical exercises throughout, the book shows you how to create your own story frameworks, and explores the different settings in which you might use them, eg to ignite organisational change, to transfer knowledge, to build brands, to develop people.
Download or read book Stress Pocketbook written by Mary Richards and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learning to manage stress at work benefits both the individual and the organisation. The Stress Pocketbook is full of practical advice on ways to manage your own stress, and how to help others. Emphasis is on what to do rather than on theory. The book was voted 'best of its kind' by the Management Today journal in a review of similar publications. It commented: 'A user-friendly guide to stress management. The simple, quick-fire descriptions of common workplace situations are useful. Well worth keeping handy'. Stress News said of the Pocketbook: 'Although small, it manages to pack a tremendous amount of useful information and tips into its seven sections. A really useful adjunct to any stress management or stress counselling programme. As it costs so little it could be included in the price of the course or sessions'.
Download or read book Balance Sheet Pocketbook written by Anne Hawkins and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Balance Sheet Pocketbook begins by constructing a model to show how money works within a business, i.e. where funds come from and how they are used. The structure of the balance sheet and the profit and loss reports are then examined and explained within the context of this model. Common misconceptions are frequently highlighted and financial jargon is clearly unravelled.
Download or read book Discipline Grievance Pocketbook written by Ruth Sangale and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: Grievances and disciplinary matters are immensely disruptive and time-consuming, and most managers struggle to know how to deal with them. The Discipline & Grievance Pocketbook offers practical help. It stresses the importance of understanding the root causes of conflict and identifies the management practices that need to be in place in order to help prevent problems arising. The book first looks at how staff issues can be resolved informally, through mediation, and then goes on to describe the formal procedures for both grievance and disciplinary cases before finally dealing with the dismissal process. Informative case studies bring author Ruth Sangale's advice sharply into focus.
Download or read book Writing Skills Pocketbook written by Stella Collins and published by Management Pocketbooks. This book was released on 2012-01-01 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you ensure that what you write gets read, understood and acted upon? The Writing Skills Pocketbook describes a 3-phase approach to planning, preparing and polishing written communications for the modern business world. Central to the planning phase is a clear understanding of why you are writing and who you are writing for. The book guides you through the planning process and shows you how to test your approach. The second phase, preparation, demonstrates how to write clear, concise and compelling texts using the authors' eight golden rules. There is advice too on how to present and illustrate your written material to best effect, including the most commonly asked questions on punctuation. Don't be too hasty to send your letter, email or report. Take time to check it thoroughly using the book's '11-point critiquing checklist' and 'top tips for proof-reading'. This is the final, polishing phase. The Writing Skills Pocketbook is your essential guide to writing confidently, swiftly and with greater impact.
