Download or read book The E customer Care Pocketbook written by Michael Applegarth and published by . This book was released on 2001 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: By the year 2003, it is predicted that over 50% of business interactions will be via the Internet. Internet transactions offer customers convenience but remote trading has it's price: customers feel much less loyalty to individual companies and the loss of face-to-face contact can result in poor or non-existent customer service. "The E-Customer Care Pocketbook" addresses these issues and look and how to retain customer loyalty and offer good service in the digital age.

Download or read book Customer Service Pocketbook written by Sean McManus and published by Management Pocketbooks. This book was released on 2013-01-01 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.

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 Pocketbook of Emergency Care E Book written by Ian Greaves and published by Elsevier Health Sciences. This book was released on 2011-11-03 with total page 516 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Pocketbook of Emergency Care is the first text designed for use by the professional paramedic at the roadside. The contents are formatted to be easily accessible when specific informatoin is required in an emergency situation. Although arimed at paramedics it is a useful, practical handbook for emergency medical technicians, advanced first aiders, combat medical technicians and practitioners of emergency medical care in remote and rural environments. The book covers the immediate management of acute medical emergencies, major trauma, minor injuries and environmental problems as well as covering the interaction with other emergency services and coping with major incidents. The Pocketbook is an up-to-date synopsis of pre-hospital emergency medicine and includes the most recent European Resuscitation Council algorithms along with recent military medical advances in the management of major trauma patients. The text is based on the popular Emergency Care Textbook for Paramedics, also published by Saunders Elsevier, which can be used as a reference text in conjunction with the Pocketbook. • essential guidelines for paramedic practice• presented in at-a-glance format for quick reference• illustrated• flexicover for durability

Download or read book Pocket Book of Hospital Care for Children written by World Health Organization and published by World Health Organization. This book was released on 2013 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Pocket Book is for use by doctors nurses and other health workers who are responsible for the care of young children at the first level referral hospitals. This second edition is based on evidence from several WHO updated and published clinical guidelines. It is for use in both inpatient and outpatient care in small hospitals with basic laboratory facilities and essential medicines. In some settings these guidelines can be used in any facilities where sick children are admitted for inpatient care. The Pocket Book is one of a series of documents and tools that support the Integrated Managem.

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 The Customer Service Pocketbook written by Tony Newby and published by . This book was released on 1995 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Customer Service Pocketbook written by Tony Newby and published by Pocketbooks. This book was released on 2002 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A major update of The Customer Service Pocketbook hastaken place, involving extensive re-writing and theinclusion of new graphics throughout, resulting inpublication of this, the 2nd edition. A key title in thePocketbook Series, the book is for everyone whocontributes, directly or indirectly, to giving thecustomer good service. It ......

Download or read book Customer Service Pocketbook written by Sean McManus and published by . This book was released on 2013-10 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: The new, 3rd edition of the Customer Service Pocketbook will be published in October 2013. A key title in the Pocketbook Series, the book is for everyone who contributes, directly or indirectly, to giving the customer excellent service. It has been fully revised to reflect the challenges of responding to customers' needs via a variety of different ......

Download or read book CUSTOMER RELATIONSHIP MANAGEMENT written by S. SHANMUGASUNDARAM and published by PHI Learning Pvt. Ltd.. This book was released on 2008-04-15 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES  Covers various dimensions of CRM with several case studies.  Includes the modern concept—e-CRM.  Incorporates deep study of research oriented topics.

Download or read book Managing Recruitment Pocketbook written by Stewart Wright 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: Recruiting successful candidates leads to improved performance, increased customer satisfaction, enhanced organisational reputation, greater staff morale and a positive reflection on those involved in the recruitment process. The Managing Recruitment Pocketbook explains how to plan recruitment, attract the right candidates, assess CVs and application forms, get the most out of the interview, use different methods of selection and how to make the job offer. Under 'attracting the right candidates', the pocketbook looks at advertising methods, using the internet, employing recruitment agencies and recruiting internally. Selection methods addressed include psychometric tests, personality questionnaires, assessment centres, presentations and work sample exercises. The final chapter covers how to pull all the selection information together, references, medicals, handling unsuccessful candidates and making the eventual offer. Complementing this new title are two other existing pocketbooks, The Interviewer's Pocketbook and The Succeeding At Interviews Pocketbook.

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 Problem Behavior Pocketbook written by Angelena Boden 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: You will buy The Problem Behaviour Pocketbook whether you like it or not! The bully is one of a number of bad behavioural types found in the workplace. There are those that play the martyr ('I suppose I'll have to do it'), those that only see things their way (described by the author as 'Narcissists'), saboteurs who do nothing (the so-called 'passive-aggressive' types), persistent fault-finders, clams and chatterers, moaners, whiners, whingers and numerous others. The author lists them all, identifies the likely causes and effects and explains how to identify and deal with the problems. Described by one book reviewer as a '20 minute eye opener'.

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 Salesperson s Pocketbook written by Clive Bonny 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: All the techniques for successful selling are here, from planning a sales campaign and prospecting for business through to making the sales pitch and developing customer relationships. The Salesperson's Pocketbook is a clear concise guide to improving sales results. The book follows an 8-stage model (The Direct Sales Cycle) with each stage being covered in a separate chapter. The author has extensive experience of direct sales - UK and overseas, public and private sector - and of sales training. He combines both to good effect in this lively and highly visual Pocketbook.

Download or read book Delegation Pocketbook written by Jon Warner 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: Failure to delegate or failure to delegate effectively is costly - to you, your colleagues and, ultimately, your employer. There are both morale and productivity issues. It's enough to make you cry unless, that is, you adopt the 'onion' approach which lies at the heart of the delegation process as described by Jon Warner in The Delegation Pocketbook. Think of your workload in layers, like those of an onion: tasks at the core need to be retained and more personal control exercised; those in the outer layers can be delegated, the more so the further from the core. To delegate effectively you need to understand your own attitude to delegation (a questionnaire in the pocketbook will help you here), what you can delegate and why you should do so (beware the wrong reasons!), who to delegate to, how to prepare properly and what briefing style to adopt - controlling, tentative, participative or collaborative. Warner recommends aiming for the latter style, collaborative, which is achievable using the principles outlined in his book. There is advice too on setting goals/milestones, using controls to minimise risk, how to monitor the process, warning signs to look out for and how to react, and maintaining responsibility and accountability. Recognising the contribution made by others and learning from the experience are also covered. How well do you delegate and what style do you adopt: controlling, tentative, participative or collaborative? This pocketbook looks at the what, when and how of delegation - an insightful and practical overview.