Download or read book La disciplina del servicio C mo desarrollar una nueva cultura orientada al cliente y enfocada en la persona written by Lucio Lescano Duncan and published by Ediciones de la U. This book was released on 2014-01-01 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: El enfoque de servicio es, en esta era global, una estrategia clave para desarrollar la ventaja competitiva y lograr la diferenciación entre las organizaciones de clase mundial. Desde que el profesor T. Levitt advirtiera a inicios de los 70 la relevancia de los intangibles en todo tipo de organizaciones hemos sido testigos del auge observado por el servicio como una orientación relevante en diversos sectores. Tom Peters y R. Waterman en sus impactantes obras de los 80, también apostaron por el servicio al cliente como un camino esencial para competir y distinguirse. Charles Garfield ya en los 90 afirmaba que la calidad del servicio de las empresas era uno de los factores decisivos del éxito o del fracaso. A partir del nuevo milenio, importantes investigadores como Lovelock, Berry, Parasuraman, Schneider, Bitner, Rust, Zeithmal, entre otros, han contribuido enormemente con el desarrollo del campo de los servicios, reafirmando así su importancia para el mundo de los negocios y para las organizaciones en general.

Download or read book La disciplina del servicio written by Lucio Lescano Duncan and published by . This book was released on 2003 with total page 323 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book La disciplina del servicio written by Lucio Lescano Duncan and published by . This book was released on 2005 with total page 323 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Como crear cultura estrategica de la calidad del servicio al cliente written by Julio Flórez Andrade and published by ADIEC. Asoc. Docentes Investigadores & Emprendedores del Caribe. This book was released on 2022-06-24 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: Este es otro nuevo formato, donde más que un libro es una herramienta transversal para la productividad & Competitividad, con el enfoque teórico-práctico-con realidades disruptivas, que nos brinda un paquete de soluciones prácticas, como parte de las valiosas auto- direccionamientos empresariales, de ahí que nos sirve en su oportuna aplicabilidad en dinamizar y generar los sensores óptimos para diferenciarnos en el entorno económico y cultural del mercado actual y potencial. La atención es vital como inicio de la cultura done es el conjunto de valores compartidos, costumbres, ideosincrancias, costumbres, hábitos o procederes y demás creencias de una organización, que luego se generan como sus principios o protocolos diarios o cotidianos para sobrepasar con altos niveles de satisfacción hacia el cliente comprador indefinidamente. Donde Inicialmente en el primer capítulo se le apuesta a desarrollar un nuevo proceso en desaprender ciertos modelos, posturas o muletillas o estigmas que durante varios siglos no han presentado los elementos tradicionales para que nos presten la común atención y servicio al cliente tradicional.

Download or read book Atencion Estrategica Al Cliente written by John Goodman and published by . This book was released on 2015-09-07 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: En Atencion estrategica al cliente, John Goodman propone un nuevo concepto para atender al cliente y demuestra como las empresas lideres lo usan para transformar su negocio. Con el respaldo de 30 anos de investigaciones para empresas importantes como American Express, Coca Cola, FedEx, GE, Harley Davidson, J&J, Marriott, Mayo Health System y Toyota. Goodman le explica como: Generar un imperativo para construir servicio al cliente proactivo, enfocado en el crecimiento de ganancias. Realizar y maximizar la relacion estrategica entre servicio, ventas, y marketing. Combinar la gente, el proceso y la tecnologia para crear una cultura de servicio de alta calidad. Usar cada interaccion de servicio como una oportunidad de crear satisfaccion autentica y lealtad, convertir estas experiencias positivas en nuevas relaciones incontables para maximizar ingresos y ganancias. Entregar un nivel de servicio a todos los clientes, sean locales o globales.Practico, franco, y directo, el libro combina la investigacion formal, estudios de casos entretenidos, practicos patentados y comprobados para revelar el que, porque, y como de servicio estelar. Explica que los clientes "plata" valen mas que los clientes "oro," y porque las medidas tradicionales de cali-ficacion de servicio no sirven. Atencion estrategica al cliente demuestra como repensar su propia estrategia y empezar a ganar la lealtad de los clientes, mas clientes y al mismo tiempo empujar un crecimiento sustancial y ganancias importantes. Acerca del autor John Goodman: Es uno de Ios inventores de la industria de atencion al cliente. Ha dirigido personalmente mas de 800 estudios para sus clientes en todos los mercados concebibles y esta considerado como un lider de pensamiento cuyas investigaciones han rede-nido tanto la naturaleza como el proceso de la funcion del servicio. Es el fundador y vicepresidente de TARP Worldwide, Inc. radicado en Arlington, Virginia, la organizacion que Tom Peters ha calificado como "quizas la mejor empresa de investigacion en servicio al cliente de los Estados Unidos." Fundado cuando el autor estudiaba en Harvard Business School hace mas que 35 anos, TARP era pionero en la ciencia de cuanti-ficar la experiencia del cliente y el uso de data para mejorar constantemente el servicio e impulsar ganancias. Entre los clientes elite de TARP cuenta con las empresas multinacionales de Fortune 500, asociaciones, entidades del gobierno, y las mejores empresas tanto en el sector privado como publico. John Goodman tiene un MBA de Harvard Business School ."

Download or read book El Servicio centrado en el cliente written by David W. Cottle and published by Ediciones Díaz de Santos. This book was released on 1991 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: INDICE: Por qué la calidad produce altos dividendos. ¿En qué consiste un servicio de calidad?. Las cinco dimensiones de su tarjeta de evaluación invisible.Posicionando su organización en el mercado. ¿Que piensa realmente la gente deusted?. ¿En qué área de negocio está usted?. Cómo mantenerse por encima del pelotón. Cómo proyectar una imagen de alta calidad. Cuídese de las seis causas de problemas en el sector servicios. Cómo gestionar sus momentos de la verdad.Cómo gestionar las expectativas y percepciones de los clientes. La clave de lamotivación. Gestión del personal. Cómo desarrollar una cultura de alta calidad en su organización. Cómo convertir las quejas en clientes más leales. etc.

Download or read book Habilidades de Atenci n Al Cliente Para Directivos written by D K Hawkins and published by Independently Published. This book was released on 2021-10-19 with total page 82 pages. Available in PDF, EPUB and Kindle. Book excerpt: Independientemente de su perspectiva, el servicio de atención al cliente es un componente crucial de toda organización, mucho más en tiempos económicos difíciles. El servicio de atención al cliente es mucho más que funcionar como punto de contacto con el cliente. Cuando se lleva a cabo correctamente por personal cualificado, puede aumentar considerablemente los ingresos, la fidelidad de los clientes y su retención. Hay medidas necesarias para crear, promover y mantener una cultura de servicio al cliente en la organización como gerente. Muchos de los nuevos profesionales carecen de experiencia en el servicio al cliente en puestos anteriores, y la falta de una comprensión fundamental de un excelente servicio al cliente puede ser perjudicial para la carrera de una persona en cualquier campo. Comprender algunos principios fundamentales de las habilidades de atención al cliente puede ayudarle como directivo a garantizar que los clientes salgan encantados de las interacciones. Los directivos deben poseer unas habilidades de atención al cliente excepcionales para satisfacer adecuadamente las necesidades de los demás. Esto va más allá de la llamada del deber para garantizar que los clientes estén satisfechos con sus compras de productos y servicios. Se hablará de lo que se puede hacer para facilitarlo. Un excelente servicio al cliente es un componente importante de cualquier negocio o contacto profesional. Ofrecer al consumidor una experiencia satisfactoria y agradable suele ser la diferencia entre el éxito y el fracaso. Mientras que un excelente servicio al cliente es fácil de notar, desempeñarse como profesional es considerablemente más desafiante. Cuando los directivos tienen habilidades efectivas de atención al cliente, proporcionan un refuerzo real a su infraestructura de ventas y marketing y capacitan a personal importante que contribuye significativamente a su éxito a largo plazo. Las habilidades de servicio al cliente permiten a una persona tener un buen rendimiento en su carrera. El objetivo es satisfacer a los consumidores, independientemente de si son correctos o incorrectos. Todos tendrán éxito si desarrollan la paciencia, la superación de las expectativas, la etiqueta, el respeto y la sensibilidad. ¿Está preparado para desarrollar o perfeccionar sus habilidades de atención al cliente?

Download or read book La cultura de servicio written by Jorge Pinedo Rivera and published by . This book was released on 1994 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Conscious Business written by Fred Kofman and published by ReadHowYouWant.com. This book was released on 2008-11 with total page 546 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents techniques for organizational success that involve embracing such qualities as integrity, authenticity, accountability, and honesty.

Download or read book Mastering Leadership written by Robert J. Anderson and published by John Wiley & Sons. This book was released on 2015-11-04 with total page 377 pages. Available in PDF, EPUB and Kindle. Book excerpt: Is your leadership a competitive advantage, or is it costing you? How do you know? Are you developing your leadership effectiveness at the pace of change? For most leaders today, complexity is outpacing their personal and collective development. Most leaders are in over their heads, whether they know it or not. The most successful organizations over time are the best led. While this has always been true, today escalating global complexity puts leadership effectiveness at a premium. Mastering Leadership involves developing the effectiveness of leaders—individually and collectively—and turning that leadership into a competitive advantage. This comprehensive roadmap for optimal leadership features: Breakthrough research that connects increased leadership effectiveness with enhanced business performance The first fully integrated Universal Model of Leadership—one that integrates the best theory and research in the fields of Leadership and Organizational Development over the last half century A free, online self-assessment of your leadership, using the Leadership Circle Profile, visibly outlining how you are currently leading and how to develop even greater effectiveness The five stages in the evolution of leadership—Egocentric, Reactive, Creative, Integral, and Unitive—along with the organizational structures and cultures that develop at each of these stages Six leadership practices for evolving your leadership capability at a faster pace A map of your optimal path to greater leadership effectiveness Case stories that facilitate pragmatic application of this Leadership Development System to your particular situation This timeless, authoritative text provides a systemic approach for developing your senior leaders and the leadership system of your organization. It does not recommend quick fixes, but argues that real development requires a strategic, long-term, and integrated approach in order to forge more effective leaders and enhanced business performance. Mastering Leadership offers a developmental pathway to bring forth the highest and best use of yourself, your life, and your leadership. By more meaningfully deploying all of who you are every day, individually and collectively, you will achieve a leadership legacy consistent with your highest aspirations.

Download or read book Teaching Tech Together written by Greg Wilson and published by CRC Press. This book was released on 2019-10-08 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hundreds of grassroots groups have sprung up around the world to teach programming, web design, robotics, and other skills outside traditional classrooms. These groups exist so that people don't have to learn these things on their own, but ironically, their founders and instructors are often teaching themselves how to teach. There's a better way. This book presents evidence-based practices that will help you create and deliver lessons that work and build a teaching community around them. Topics include the differences between different kinds of learners, diagnosing and correcting misunderstandings, teaching as a performance art, what motivates and demotivates adult learners, how to be a good ally, fostering a healthy community, getting the word out, and building alliances with like-minded groups. The book includes over a hundred exercises that can be done individually or in groups, over 350 references, and a glossary to help you navigate educational jargon.

Download or read book World Anthropologies written by Gustavo Lins Ribeiro and published by Routledge. This book was released on 2020-07-13 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since its inception, anthropology's authority has been based on the assumption that it is a unified discipline emanating from the West. In an age of heightened globalization, anthropologists have failed to discuss consistently the current status of their practice and its mutations across the globe. World Anthropologies is the first book to provoke this conversation from various regions of the world in order to assess the diversity of relations between regional or national anthropologies and a contested, power-laden Western discourse. Can a planetary anthropology cope with both the 'provincial cosmopolitanism' of alternative anthropologies and the 'metropolitan provincialism' of hegemonic schools? How might the resulting 'world anthropologies' challenge the current panorama in which certain allegedly national anthropological traditions have more paradigmatic weight - and hence more power - than others? Critically examining the international dissemination of anthropology within and across national power fields, contributors address these questions and provide the outline for a veritable world anthropologies project.

Download or read book Perspectives on Personality written by Charles S. Carver and published by . This book was released on 2019 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Perspectives on Personality describes a range of viewpoints that are used by personality psychologists today, and helps students understand how these viewpoints can be applied to their own lives. Authors Charles Carver and Michael Scheier dedicate a chapter to each major perspective, presenting an overview on the perspective's orienting assumptions and core themes and concluding with a discussion of problems within that theoretical viewpoint and predictions about its future prospects. The Eighth edition incorporates several important recent developments in the field, including genetics and genomics and the biological underpinnings of impulsiveness"--Back cover

Download or read book The Guide for the Perplexed written by Moses Maimonides and published by . This book was released on 1910 with total page 498 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Emerging Theories in Health Promotion Practice and Research written by Ralph J. DiClemente and published by John Wiley & Sons. This book was released on 2009-09-29 with total page 912 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Here is a 'must-read' for all health promotion researchers and practitioners eager to stay one step ahead of the pack. A panoply of insightful and promising new approaches is presented for consideration and exploration in our contemporary behavioral science arsenal." — M. Elaine Auld, MPH, CHES, Chief Executive Officer, Society for Public Health Education "This book is an essential addition to the health practice and research literature, concentrating on theories that have not been extensively covered elsewhere and that have great currency. It provides an up-to-date rendition on the interplay among contemporary public health concerns, sound public health practice, and the theoretical bases for practice."— Robert M. Goodman, PhD, MPH, Dean and Professor, School of Health, Physical Education, and Recreation, Indiana University "The authors of Emerging Theories provide vivid descriptions of the state of the science in health promotion and presents an exciting map for future research. Understanding and using theories is the hallmark of an excellent practitioner. Creating and elaborating theories is the mark of an excellent researcher. This text will be very valuable for both." — Noreen M. Clark, PhD, Myron E. Wegman Distinguished University Professor; Director, Center for Managing Chronic Disease, University of Michigan "Emerging Theories captures the dynamic growth in theories of health promotion and illustrates how divergent theoretical perspectives are being integrated into richer explanatory and practice models." — Matthew W. Kreuter, PhD, MPH, Professor of Social Work and Medicine; Director, Health Communication Research Laboratory, Washington University in St. Louis

Download or read book A New roadmap for the Man and the Biosphere MAB Programme and its World Network of Biosphere Reserves written by UNESCO and published by UNESCO Publishing. This book was released on 2017-03-20 with total page 53 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Mixed Race Studies written by Jayne O. Ifekwunigwe and published by Routledge. This book was released on 2015-03-24 with total page 362 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mixed race studies is one of the fastest growing, as well as one of the most important and controversial areas in the field of race and ethnic relations. Bringing together pioneering and controversial scholarship from both the social and the biological sciences, as well as the humanities, this reader charts the evolution of debates on 'race' and 'mixed race' from the nineteenth to the twenty-first century. The book is divided into three main sections: tracing the origins: miscegenation, moral degeneracy and genetics mapping contemporary and foundational discourses: 'mixed race', identities politics, and celebration debating definitions: multiraciality, census categories and critiques. This collection adds a new dimension to the growing body of literature on the topic and provides a comprehensive history of the origins and directions of 'mixed race' research as an intellectual movement. For students of anthropology, race and ethnicity, it is an invaluable resource for examining the complexities and paradoxes of 'racial' thinking across space, time and disciplines.