Download or read book Call Center written by Gwen Foster Oglesby and published by BrownBooks.ORM. This book was released on 2016-10-18 with total page 95 pages. Available in PDF, EPUB and Kindle. Book excerpt: A customer service expert offers practical strategies for call center managers who want to inspire their employees to be there best. Gwendolyn Oglesby has built her entire career working in customer service, creating environments and experiences that are as positive for employees as they are for customers. Now Oglesby shares the tools and strategies she has developed for improving customer service skills, managing employees, and building a successful team culture. In Call Center, Oglesby teaches managers how to train, motivate, and encourage employees to reach their full potential. Each chapter features insightful personality profiles and thought-provoking questions about call center dynamics. At the end of the day, customer service is not just about serving the customer; it’s about serving your team as well.
Download or read book Sales Through Service written by Guy Arnold and published by Crooked Stick Limited. This book was released on 2014 with total page 399 pages. Available in PDF, EPUB and Kindle. Book excerpt: A sales book like no other ... For too long sales has been too hard for both seller and customer: sellers have to sweat too much and customers have to lie too much. It's time for this to stop. Sales Through Service looks at every step of the sales process, turns it on it's head and examines it from the view of the customer, using 4 blindingly obvious principles of common sense and focusing on systemising every step so customers get consistent and continually improving experiences, and want to buy more. Come back more often, tell their friends and spread the word. So you get more sales for less cost. Somehow no matter how hard we work or how hard we try there never seems to be enough hours in the day, there's always unfinished business, customers are ever more demanding and price sensitive and somehow the staff always have a reason why some things just don't get done. This is normal, because as businesses grow, the systems and processes lag behind, so problems occur and results don't meet expectations. On top of this, the Internet has empowered your customers and staff like nothing before, to talk about you behind your back, and spread your reputation, Great or Poor, without your input or knowledge. This a threat and an opportunity. The common reaction to this is to demand that your staff raise their game and step up to the plate, and yet somehow that doesn't get the results you're after. Yet your people get as frustrated as the boss. The answer lies with systems: systems to empower your people, make them happy and productive, so they make your customers happy & loyal. Happy staff and customers make you a lot more money! We unpick these issues and help you equip your people with tools and techniques to get things done, so problems are eased and customer loyalty is improved. We turn these problems into opportunities through systems, training, coaching and measures, to help you make more money through repeat sales, cross sales, recommendations and referrals. This means that you can sell more, at a higher profit, with less effort and at a lower cost. Everyone wins! This book addresses all these symptoms and more, and delivers a new, simple, powerful framework, based on time proven common sense principles, to propel Organisations away from these issues, and instead, towards long term success in this customer empowered, transparent business world of the 21st century. After all: People LOVE to 'buy' but HATE to be 'sold to' They LOVE to 'create' but HATE a 'dictate' And they LOVE to 'deliver' but HATE to be 'driven' Isn't it time for the business world to finally grow up? Focus on service and the sales will follow Not the other way round!
Download or read book This Is Service Design Doing written by Marc Stickdorn and published by "O'Reilly Media, Inc.". This book was released on 2018-01-02 with total page 1341 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Download or read book The New Leader s 100 Day Action Plan written by George B. Bradt and published by John Wiley & Sons. This book was released on 2009-03-16 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: The New Leader's 100-Day Action Plan, and the included downloadable forms, has proven itself to be a valuable resource for new leaders in any organization. This revision includes 40% new material and updates -- including new and updated downloadable forms -- with new chapters on: * A new chapter on POSITIONING yourself for a leadership role * A new chapter on what to do AFTER THE FIRST 100 DAYS * A new chapter on getting PROMOTED FROM WITHIN and what to do then
Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Download or read book How to Sell Anything to Anybody written by Joe Girard and published by Simon and Schuster. This book was released on 2006-02-07 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Joe Girard was an example of a young man with perseverance and determination. Joe began his working career as a shoeshine boy. He moved on to be a newsboy for the Detroit Free Press at nine years old, then a dishwasher, a delivery boy, stove assembler, and home building contractor. He was thrown out of high school, fired from more than forty jobs, and lasted only ninety-seven days in the U.S. Army. Some said that Joe was doomed for failure. He proved them wrong. When Joe started his job as a salesman with a Chevrolet agency in Eastpointe, Michigan, he finally found his niche. Before leaving Chevrolet, Joe sold enough cars to put him in the Guinness Book of World Records as 'the world's greatest salesman' for twelve consecutive years. Here, he shares his winning techniques in this step-by-step book, including how to: o Read a customer like a book and keep that customer for life o Convince people reluctant to buy by selling them the right way o Develop priceless information from a two-minute phone call o Make word-of-mouth your most successful tool Informative, entertaining, and inspiring, HOW TO SELL ANYTHING TO ANYBODY is a timeless classic and an indispensable tool for anyone new to the sales market.
Download or read book A Handbook of Management Theories and Models for Office Environments and Services written by Rianne Appel-Meulenbroek and published by Routledge. This book was released on 2021-08-02 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: Although workplace design and management are gaining more and more attention from modern organizations, workplace research is still very fragmented and spread across multiple disciplines in academia. There are several books on the market related to workplaces, facility management (FM), and corporate real estate management (CREM) disciplines, but few open up a theoretical and practical discussion across multiple theories from different disciplines. Therefore, workplace researchers are not aware of all the angles from which workplace management and effects of workplace design on employees has been or could be studied. A lot of knowledge is lost between disciplines, and sadly, many insights do not reach workplace managers in practice. Therefore, this new book series is started by associate professor Rianne Appel-Meulenbroek (Eindhoven University of Technology, the Netherlands) and postdoc researcher Vitalija Danivska (Aalto University, Finland) as editors, published by Routledge. It is titled ‘Transdisciplinary Workplace Research and Management’ because it bundles important research insights from different disciplinary fields and shows its relevance for both academic workplace research and workplace management in practice. The books will address the complexity of the transdisciplinary angle necessary to solve ongoing workplace-related issues in practice, such as knowledge worker productivity, office use, and more strategic management. In addition, the editors work towards further collaboration and integration of the necessary disciplines for further development of the workplace field in research and in practice. This book series is relevant for workplace experts both in academia and industry. This second book in the series focuses on the role of workplace management in the organization and the tasks that workplace management needs to consider. The 18 theories that are presented in this book and applied to workplace research discuss management aspects from the organization’s perspective or dive deeper into issues related to people and/or building management. They all emphasize that workplace management is a complex matter that requires more strategic attention in order to add value for various stakeholders. The final chapter of the book describes a first step towards integrating the presented theories into an interdisciplinary framework for developing a grand workplace management theory.
Download or read book Service Focus written by Benjamin Fagre and published by Independently Published. This book was released on 2020-08-28 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tools and Techniques for Improving and navigating your path of service skills including 20 service techniques and tools. 10 learning service concepts, 10 root causes of dissatisfying service interactions, 19 question self service test, and 6 specific actions of what not to do.
Download or read book Culturally Responsive Teaching and The Brain written by Zaretta Hammond and published by Corwin Press. This book was released on 2014-11-13 with total page 311 pages. Available in PDF, EPUB and Kindle. Book excerpt: A bold, brain-based teaching approach to culturally responsive instruction To close the achievement gap, diverse classrooms need a proven framework for optimizing student engagement. Culturally responsive instruction has shown promise, but many teachers have struggled with its implementation—until now. In this book, Zaretta Hammond draws on cutting-edge neuroscience research to offer an innovative approach for designing and implementing brain-compatible culturally responsive instruction. The book includes: Information on how one’s culture programs the brain to process data and affects learning relationships Ten “key moves” to build students’ learner operating systems and prepare them to become independent learners Prompts for action and valuable self-reflection
Download or read book Innovations in Older Adult Care and Health Service Management A Focus on the Asia Pacific Region written by Madhan Balasubramanian and published by Frontiers Media SA. This book was released on 2024-02-14 with total page 147 pages. Available in PDF, EPUB and Kindle. Book excerpt: Population aging is a consistent global demographic trend. The growth in both the size and proportion of older adults has threatened the sustainability of health systems in meeting healthcare needs of the population. Countries in the Asia-Pacific Region may face even more complex health system challenges due to the diversity in culture, management and leadership styles, composition of health service provision, investment in research infrastructure and innovation adaptation, data availability, and gaps in information technology. The Asia-Pacific is home to more than half of the world’s population and comprises countries across five Asia-Pacific subregions: East and North-East Asia, North and Central Asia, Pacific, South East Asia, South, and South West Asia. The economies are diverse, including six high-income countries (such as Australia, Brunei, Japan, New Zealand, South Korea, and Singapore), low-income countries (Nepal and North Korea), and middle-income countries. The region also includes some of the fastest-growing economies in the world, including China, India, Malaysia, Thailand, Indonesia, and the Philippines.
Download or read book The ONE Thing written by Gary Keller and published by Bard Press. This book was released on 2013-04-01 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: • More than 500 appearances on national bestseller lists • #1 Wall Street Journal, New York Times, and USA Today • Won 12 book awards • Translated into 35 languages • Voted Top 100 Business Book of All Time on Goodreads People are using this simple, powerful concept to focus on what matters most in their personal and work lives. Companies are helping their employees be more productive with study groups, training, and coaching. Sales teams are boosting sales. Churches are conducting classes and recommending for their members. By focusing their energy on one thing at a time people are living more rewarding lives by building their careers, strengthening their finances, losing weight and getting in shape, deepening their faith, and nurturing stronger marriages and personal relationships. YOU WANT LESS. You want fewer distractions and less on your plate. The daily barrage of e-mails, texts, tweets, messages, and meetings distract you and stress you out. The simultaneous demands of work and family are taking a toll. And what's the cost? Second-rate work, missed deadlines, smaller paychecks, fewer promotions--and lots of stress. AND YOU WANT MORE. You want more productivity from your work. More income for a better lifestyle. You want more satisfaction from life, and more time for yourself, your family, and your friends. NOW YOU CAN HAVE BOTH — LESS AND MORE. In The ONE Thing, you'll learn to * cut through the clutter * achieve better results in less time * build momentum toward your goal* dial down the stress * overcome that overwhelmed feeling * revive your energy * stay on track * master what matters to you The ONE Thing delivers extraordinary results in every area of your life--work, personal, family, and spiritual. WHAT'S YOUR ONE THING?
Download or read book Innovations in Older Adult Care and Health Service Management A Focus on China written by Madhan Balasubramanian and published by Frontiers Media SA. This book was released on 2024-06-19 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt: Population aging is a consistent global demographic trend. The growth in both the size and proportion of older adults has threatened the sustainability of health systems in meeting healthcare needs of the population. Countries in the Asia-Pacific Region may face even more complex health system challenges due to the diversity in culture, management and leadership styles, composition of health service provision, investment in research infrastructure and innovation adaptation, data availability, and gaps in information technology.
Download or read book Focus First on Service written by AWWA Staff and published by American Water Works Association. This book was released on 2011-01-12 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: This manual serves as both a strategic training experience and a tool for achieving quality customer service at your water utility. Topics covered include communication strategies, automated technologies, complaint resolution, managing conflict, and more. It's informative and easy to understand format allow for quick results.
Download or read book Service Excellence written by Confederation of British Industry (CBI), London (GB). Fit for the Future Campaign and published by . This book was released on 2000 with total page 8 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Intimacy written by Fred Wiersema and published by Claremont. This book was released on 1998 with total page 221 pages. Available in PDF, EPUB and Kindle. Book excerpt: Originally published in 1987, this paperback, from the author of THE DISCIPLINE OF MARKET LEADERS demonstrates how companies can profit from establishing more co-operative customer-supplier relationships and describes how customer intimacy works, how to implement it and what pitfalls to look out for. Illustrated with examples from top companies.
Download or read book Together is Better written by Simon Sinek and published by Penguin UK. This book was released on 2016-09-13 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most of us live our lives by accident - we live as it happens. Fulfilment comes when we live our lives on purpose. 'What are you going to do with your life? What are you doing with your life now?' 'Do you have goals? A vision? A clear sense of why you do what you do?' Almost everyone knows someone who has grappled with at least one of these questions. The answers can often seem elusive or uncertain. Though there are many paths to follow into the unknown future, there is one way that dramatically increases the chances we will enjoy the journey. To travel with someone we trust. We can try to build a successful career or a happy life alone, but why would we? Together is better. This unique and delightful little book makes the point that together is better in a quite unexpected way. Simon Sinek, bestselling author of Start With Why and Leaders Eat Last, blends the wisdom he has gathered from around the world with a heartwarming, richly illustrated original fable. Working hard for something we don't care about is called stress. Working hard for something we love is called passion.
