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 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 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 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 C R M Pocketbook written by David Alexander and published by Management Pocketbooks. This book was released on 2013-01-01 with total page 131 pages. Available in PDF, EPUB and Kindle. Book excerpt: An effective customer relationship management strategy can deliver a step change in customer engagement, profitability, revenue growth and sustainability. This second edition of the CRM Pocketbook will help managers take a more strategic approach to setting relationship management objectives and implementing practical plans in a multi-channel environment. Consumers are becoming more empowered and turning to channels where they can access their own personal information, have more say in how that information is used, and manage how often they receive marketing materials. They have the ability to compare and analyse product and service offerings without the need for interaction with suppliers. This book explains how organisations can build more effective engagement strategies that provide outstanding customer support and drive business value. There is a section describing the contribution needed from departments within organisations, including how to keep investors informed and supportive of CRM initiatives, leading to the delivery of the customer promise and business results.
Download or read book Newnes Telecommunications Pocket Book written by Steve Winder and published by Elsevier. This book was released on 2001-10-09 with total page 414 pages. Available in PDF, EPUB and Kindle. Book excerpt: Newnes Telecommunications Pocket Book is a unique pocket reference written by an engineer for engineers. The information in this book covers the data, methods, standards and fundamentals needed in a wide range of work situations. The practical focus of the book makes it essential for all telecommunications professionals and managers, and also for students who want to find the key information quickly. The scope of this book encompasses signal sources, radio propagation and modulation, cabling, high speed data systems, switching, LANs and WANs, multiplexing, and the whole range of telecomms equipment: telephone systems, mobile phones, pagers, modems, fax, private mobile radio... All sections have been thoroughly updated to cover the latest developments in technology and standards, including ITU regulations, WAP, GSM1800, HDSL2, wireless local loops and wireless broadband, optical fibre amplifiers and the latest submarine cable systems. A practical engineer's reference that puts the key information at your fingertips Covers essential data, techniques and working practice This update includes the latest international regulations
Download or read book Newnes Telecommunications Pocket Book written by E. A. Edis and published by Elsevier. This book was released on 2016-06-06 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: Newnes Telecommunications Pocket Book discusses the equipment, systems, and techniques used in the telecommunications network. The book is comprised of 25 chapters that are organized into four parts. The first part covers components of particular relevance to telecommunications. The second part deals with commonly used circuit assemblies such as filters, attenuators, modems, and digitizers. The third part discusses organization and standards. The last part talks about telecommunications network practice, including analogue and digital, fixed and mobile systems. This text will be of great use to professionals in the telecommunications industry.
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 Reward Pocketbook written by Kathy Daniels 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: This book covers a broad spectrum from job evaluation systems and how they help staff to understand different job benchmarks, to a range of financial incentive schemes and other benefits which are important to employees - helping you to build loyalty, motivation and productivity. The author highlights the pitfalls of some schemes, using real case studies and offers advice and guidance on packages that work.
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 Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
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 Handling Complaints Pocketbook written by Angelena Boden and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Handling Complaints Pocketbook looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional. The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers. The next sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behaviour. The final section looks at ways to turn complaints into compliments and create loyal customers. From the author of The Problem Behaviour Pocketbook.
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.