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 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 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 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 Absence Management Pocketbook written by Max Eggert and published by Pocketbooks. This book was released on 2009-01-15 with total page 129 pages. Available in PDF, EPUB and Kindle. Book excerpt: Sixty practical suggestions for reducing absenteeism are detailed in this title, followed by a look at the legal aspects of employment and advice on how to introduce an absence control policy. The author - management psychologist Max A. Eggert - also looks at the costs of absenteeism (monetary and psychological) and five ways of measuring absence. This is a new edition of "The Controlling Absenteeism Pocketbook" (978 1 870471 64 0), first published in 2000. Other pocketbooks by the same author include: "Assertiveness"; "Managing your Appraisal"; "Motivation"; and, "Resolving Conflict".
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 Winning at Customer Services and Call Centre Job Interviews Including Answers to the Interview Questions written by Annette Lewis and published by Anson Reed Limited. This book was released on 2006 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive and intelligent guide has been written by top interviewers who have extensive experience within the Customer Services and Call Center sectors. They include model answers to 96 questions and four actual job interview scripts. (Careers/Job Opportunities)
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 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 Career Transition Pocketbook written by Keith Corbin and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical, easy-to-use guide for job changers and job seekers, The Career Transition Pocketbook details seven key stages to the career transition process: self-questioning, goal setting, preparing a career history, networking, applying for jobs, getting ready for interviews and evaluating job offers. Each stage is described in a separate chapter.
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 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.
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.
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'.
