Download or read book Management Information Systems written by Kenneth C. Laudon and published by Pearson Educación. This book was released on 2004 with total page 618 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management Information Systems provides comprehensive and integrative coverage of essential new technologies, information system applications, and their impact on business models and managerial decision-making in an exciting and interactive manner. The twelfth edition focuses on the major changes that have been made in information technology over the past two years, and includes new opening, closing, and Interactive Session cases.

Download or read book Comunicaci n digital written by Marta-Lazo, Carmen and published by Editorial UOC. This book was released on 2017-03-22 with total page 147 pages. Available in PDF, EPUB and Kindle. Book excerpt: Este manual está dirigido a estudiantes de comunicación y de educación de grado y posgrado. El eje central de toda la obra es el novedoso concepto de Factor R-elacional, atendiendo al nuevo modelo que los autores han bautizado como «TRIC» (Tecnologías de la Relación, Información y Comunicación), que dibuja un nuevo escenario de contextos y mediaciones en la comunicación digital y móvil. Este libro contiene todas las partes esenciales para entender la comunicación digital: fundamentos, principios, interactuantes, competencias, mediaciones e inteRmetodología.Desde una perspectiva educomunicativa, los autores proponen métodos innovadores para llevar a cabo prácticas de aprendizaje digital en entornos presenciales, semipresenciales y virtuales. Como aportación final, se entrevista a seis reconoidos expertos en educación mediática y competencia digital para abordar desde su mirada diferentes temas planteados en el libro, de forma dialógica y abierta a la reflexión. También se brinda a los lectores la posibilidad de participar e interactuar en un laboratorio de experiencias TRIC.

Download or read book T cnicas de informaci n y atenci n al cliente consumidor Acceso written by SOLEDAD CARRASCO FERNÁNDEZ and published by Ediciones Paraninfo, S.A. This book was released on 2014-01-09 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Routledge Handbook of Spanish Language Teaching written by Javier Muñoz-Basols and published by Routledge. This book was released on 2018-10-17 with total page 866 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Routledge Handbook of Spanish Language Teaching: metodologías, contextos y recursos para la enseñanza del español L2, provides a comprehensive, state-of-the-art account of the main methodologies, contexts and resources in Spanish Language Teaching (SLT), a field that has experienced significant growth world-wide in recent decades and has consolidated as an autonomous discipline within Applied Linguistics. Written entirely in Spanish, the volume is the first handbook on Spanish Language Teaching to connect theories on language teaching with methodological and practical aspects from an international perspective. It brings together the most recent research and offers a broad, multifaceted view of the discipline. Features include: Forty-four chapters offering an interdisciplinary overview of SLT written by over sixty renowned experts from around the world; Five broad sections that combine theoretical and practical components: Methodology; Language Skills; Formal and Grammatical Aspects; Sociocultural Aspects; and Tools and Resources; In-depth reflections on the practical aspects of Hispanic Linguistics and Spanish Language Teaching to further engage with new theoretical ideas and to understand how to tackle classroom-related matters; A consistent inner structure for each chapter with theoretical aspects, methodological guidelines, practical considerations, and valuable references for further reading; An array of teaching techniques, reflection questions, language samples, design of activities, and methodological guidelines throughout the volume. The Routledge Handbook of Spanish Language Teaching contributes to enriching the field by being an essential reference work and study material for specialists, researchers, language practitioners, and current and future educators. The book will be equally useful for people interested in curriculum design and graduate students willing to acquire a complete and up-to-date view of the field with immediate applicability to the teaching of the language.

Download or read book T cnicas de informaci n y atenci n al cliente consumidor written by CARRASCO FERNÁNDEZ, SOLEDAD and published by Ediciones Paraninfo, S.A.. This book was released on 2014-01-01 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: La competitividad en las empresas depende, además de la capacidad de ofrecer productos o servicios a mejor precio que los competidores, de conocer qué es lo que los clientes requieren. Obtener información acerca de los clientes es una tarea fundamental para cualquier organización o profesional del comercio.;La mejora de la competitividad o de los servicios ofertados también está directamente relacionada con la posibilidad de que los clientes comuniquen los errores o las debilidades de la gestión empresarial. Es preciso conocer la escala de valores de los clientes en cuanto a calidad, servicio o atención postventa, para así lanzar nuevas propuestas o mejorar aquello que el cliente ya disfruta.;De este modo, los profesionales del comercio que mantienen una estrategia de relación continua con sus clientes, solicitan, analizan y se posicionan en referencia a la información que éstos proporcionan, se sitúan en el mercado con una ventaja competitiva respecto de los que no siguen este tipo de prácticas.;Este libro estudia con detalle los sistemas de obtención de la información y el procesamiento de los datos recogidos para su posterior análisis. Para ello, ofrece una revisión pormenorizada de las diferentes vías de comunicación con los clientes: presencial, telefónica, escrita y telemática, a través de diversos casos prácticos y ejemplos con especial énfasis en el correcto empleo de las tecnologías de la información y de la comunicación, como es el caso de los correos electrónicos o de la mensajería instantánea. Se incluyen también ejercicios de autoevaluación, cuyas soluciones están disponibles en la ficha del libro de nuestra web www.paraninfo.es.;Además, la obra responde fielmente al contenido curricular que los RD 1377/2008 de 1 de agosto y 1522/2011 de 31 de octubre definen para la unidad formativa UF0037 "Técnicas de información y atención al cliente/consumidor/usuario", que forma parte del módulo formativo MF0241_2 "Información y atención al cliente/consumidor/usuario", es transversal y, por lo tanto, pertenece a los siguientes certificados de profesionalidad de la familia de Comercio y marketing: COMT0110 Atención al cliente,consumidor o usuario y COMV0108 Actividades de venta.

Download or read book T cnicas de informaci n y atenci n al cliente consumidor atenci n al cliente consumidor o usuario written by María José García Casermeiro and published by . This book was released on 2014-04 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Spanish for Business written by Patricia Rush and published by Pearson. This book was released on 2003 with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt: Part of the Spanish at Work series, this communicative, needs-based approach to language learning is designed to help professionals or pre-professionals in one of the many areas of business. Designed for beginning language students (no prior knowledge of Spanish is assumed), for whom success in the field is vitally important, Spanish for Business prepares students to use "real-life language" on the job-immediately.

Download or read book Atenci n al cliente written by Renata Paz Couso and published by Ideaspropias Editorial S.L.. This book was released on 2005-12-31 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: La atención al cliente engloba todas las acciones que realiza la empresa para aumentar el nivel de satisfacción de sus clientes. Además, no debe verse tan sólo como una herramienta estratégica de marketing, orientada a minimizar los errores y perder el menor número de clientes posible, sino que representa un sistema de mejora continua en la empresa. El objetivo de este material didáctico es conseguir que el lector adquiera unas habilidades y actitudes concretas para mejorar la atención al cliente y conseguir así un mayor beneficio en su empresa. En este manual, que Ideaspropias Editorial le presenta, se abordan temas referentes a aspectos generales de la comunicación, tanto oral como escrita, y de la atención al público, así como aspectos relativos al consumidor, que nos permiten establecer unas pautas de actuación en la atención al cliente, orientadas a mejorar la calidad del servicio.

Download or read book The Role of the State in Competition and Intellectual Property Policy in Latin America written by Beatriz Boza and published by . This book was released on 2000 with total page 488 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Advanced Penetration Testing written by Wil Allsopp and published by John Wiley & Sons. This book was released on 2017-02-27 with total page 267 pages. Available in PDF, EPUB and Kindle. Book excerpt: Build a better defense against motivated, organized, professional attacks Advanced Penetration Testing: Hacking the World's Most Secure Networks takes hacking far beyond Kali linux and Metasploit to provide a more complex attack simulation. Featuring techniques not taught in any certification prep or covered by common defensive scanners, this book integrates social engineering, programming, and vulnerability exploits into a multidisciplinary approach for targeting and compromising high security environments. From discovering and creating attack vectors, and moving unseen through a target enterprise, to establishing command and exfiltrating data—even from organizations without a direct Internet connection—this guide contains the crucial techniques that provide a more accurate picture of your system's defense. Custom coding examples use VBA, Windows Scripting Host, C, Java, JavaScript, Flash, and more, with coverage of standard library applications and the use of scanning tools to bypass common defensive measures. Typical penetration testing consists of low-level hackers attacking a system with a list of known vulnerabilities, and defenders preventing those hacks using an equally well-known list of defensive scans. The professional hackers and nation states on the forefront of today's threats operate at a much more complex level—and this book shows you how to defend your high security network. Use targeted social engineering pretexts to create the initial compromise Leave a command and control structure in place for long-term access Escalate privilege and breach networks, operating systems, and trust structures Infiltrate further using harvested credentials while expanding control Today's threats are organized, professionally-run, and very much for-profit. Financial institutions, health care organizations, law enforcement, government agencies, and other high-value targets need to harden their IT infrastructure and human capital against targeted advanced attacks from motivated professionals. Advanced Penetration Testing goes beyond Kali linux and Metasploit and to provide you advanced pen testing for high security networks.

Download or read book T cnicas de informaci n y atenci n al cliente consumidor written by Alexandre Hermida Mondelo and published by . This book was released on 2017 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Gesti n de la atenci n al cliente consumidor COMT0110 written by María José García Casermeiro and published by IC Editorial. This book was released on 2014-11-21 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Libro especializado que se ajusta al desarrollo de la cualificación profesional y adquisición de certificados de profesionalidad. Manual imprescindible para la formación y la capacitación, que se basa en los principios de la cualificación y dinamización del conocimiento, como premisas para la mejora de la empleabilidad y eficacia para el desempeño del trabajo.

Download or read book T cnicas de informaci n y atenci n al cliente consumidor usuario UF0037 written by Carmen Arenal Laza and published by TUTOR FORMACIÓN. This book was released on 2019-11-22 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: Este Manual es el más adecuado para impartir la UF0037 "Técnicas de información y atención al cliente / consumidor / usuario" de los Certificados de Profesionalidad, y cumple fielmente con los contenidos del Real Decreto. Puede solicitar gratuitamente las soluciones a todas las actividades y al examen final en el email [email protected] Capacidades que se adquieren con este Manual: - Aplicar técnicas de comunicación en situaciones de atención/asesoramiento al cliente. - Aplicar técnicas de organización de la información, tanto manuales como informáticas. - Manejar como usuario aplicaciones informáticas de control y seguimiento de clientes o base de datos y aplicar procedimientos que garanticen la integridad, seguridad, disponibilidad y confidencialidad de la información almacenada. Índice: Gestión y tratamiento de la información del cliente/consumidor/usuario 5 1. Introducción. 6 2. Información al cliente 7 2.1. Quejas. 7 2.2. Reclamaciones. 8 2.3. Cuestionarios de satisfacción. 9 3. Archivo y registro de la información del cliente. 13 3.1. Técnicas de archivo: naturaleza y finalidad del archivo. 13 3.2. Elaboración de ficheros. 16 4. Procedimientos de gestión y tratamiento de la información dentro de la empresa. 18 5. Bases de datos para el tratamiento de la información en el departamento de atención al cliente/consumidor/usuario. 22 5.1. Estructura y funciones de una base de datos. 22 5.2. Tipos de bases de datos. 23 5.3. Bases de datos documentales. 27 5.4. Utilización de bases de datos: búsqueda y recuperación de archivos y registros. 32 5.5. Grabación, modificación y borrado de información. 34 5.6. Consulta de información. 37 6. Normativa de protección de datos de bases de datos de clientes. 39 6.1. Procedimientos de protección de datos. 40 7. Confección y presentación de informes. 47 8. Resumen. 49 9. Autoevaluación. 50 Técnicas de comunicación a clientes, consumidores, usuarios 52 1. Introducción. 53 2. Modelo de comunicación interpersonal. 54 2.1. Elementos: objetivos, sujetos y contenidos. 57 2.2. Sistemas de comunicación: evolución y desarrollo. 58 2.3. Comunicación presencial y no presencial. 61 3. Comunicación con una o varias personas: diferencias y dificultades. 63 4. Barreras y dificultades en la comunicación interpersonal presencial. 65 5. Expresión verbal. 71 5.1. Calidad de la información. 72 5.2. Formas de presentación. 72 5.3. Expresión oral: dicción y entonación. 74 6. Comunicación no verbal. 76 6.1. Comunicación corporal. 81 7. Empatía y asertividad. 88 7.1. Principios básicos. 90 7.2. Escucha Activa. 92 7.3. Características y tipología. 94 7.4. Barreras y dificultades: Modelos de comunicación telefónica. 95 7.5. Expresión verbal a través del teléfono. 96 7.6. Comunicación no verbal: La sonrisa telefónica. 99 7.7. Reglas de la comunicación telefónica. 100 7.8. El mensaje y el lenguaje en la comunicación telefónica: El lenguaje positivo. 101 8. Comunicación escrita. 103 8.1. Cartas. 105 8.2. Faxes. 109 8.3. Correo electrónico: elementos clave. 110 8.4. Mensajería instantánea: características. 113 8.5. Comunicación en las redes (Intranet/Internet) 116 9. Resumen. 119 10. Autoevaluación. 120 Bibliografía 121

Download or read book SPIN Selling written by Neil Rackham and published by Taylor & Francis. This book was released on 2020-04-28 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: True or false? In selling high-value products or services: 'closing' increases your chance of success; it is essential to describe the benefits of your product or service to the customer; objection handling is an important skill; open questions are more effective than closed questions. All false, says this provocative book. Neil Rackham and his team studied more than 35,000 sales calls made by 10,000 sales people in 23 countries over 12 years. Their findings revealed that many of the methods developed for selling low-value goods just don‘t work for major sales. Rackham went on to introduce his SPIN-Selling method. SPIN describes the whole selling process: Situation questions Problem questions Implication questions Need-payoff questions SPIN-Selling provides you with a set of simple and practical techniques which have been tried in many of today‘s leading companies with dramatic improvements to their sales performance.

Download or read book Do it yourself Retailing written by and published by . This book was released on 1986 with total page 944 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Challenger Sale written by Matthew Dixon and published by Penguin. This book was released on 2011-11-10 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.

Download or read book Costs and Benefits of Health Information Technology written by Paul G. Shekelle and published by . This book was released on 2009 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report aims to gather the lessons learnt on the effects of HIT to costs and benefits that might be of use to organisations looking to develop and implement HIT programmes. This is a difficult exercise considering the multiple factors affecting implementation of an HIT programme. Factors include organisational characteristics, the kinds of changes being put in place and how they are managed, and the type of HIT system. The report finds that barriers to HIT implementation are still substantial but that some progress has been made on reporting the organisational factors crucial for the adoption of HIT. However, there is a challenge to adapt the studies and publications from HIT leaders (early implementers and people using HIT to best effect) to offer lessons beyond their local circumstances. The report also finds limited data on the cost-effectiveness of HIT.