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 The Managing Customer Service Pocketbook written by Andy Cross and published by Pocketbooks. This book was released on 2008-05 with total page 108 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'.
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 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 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 The Customer Service Pocketbook written by Tony Newby and published by . This book was released on 2002 with total page 103 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 1991 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: For everyone who contributes, directly or indirectly, to giving the customer good service. Covers why good service matters, turning complaints into opportunities, listening to customers, effective communications, & more. Includes self-assessments, exercises & quizzes.
Download or read book Key Account Manager s Pocketbook written by Roger E. Jones and published by . This book was released on 2013-09 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: The new, 2nd edition of the Key Account Manager's Pocketbook gives practical advice on how to keep and develop important customers, thereby maximising ongoing revenue streams, reducing sales costs, improving investment planning and increasing market knowledge. It opens by describing the key account manager's role and then goes on to describe how to rise up the so-called customer perception ladder, moving from a simple commodity supplier to developing a solid, long-term business partnership with your key customers. The author next explains how to develop the 'key account development plan', how to increase your influence with the decision-maker in your key account (relationship management) and how to win new business. The final chapter runs through the essential steps of key account handling. There are short exercises throughout which, if carried out, will help to reinforce the key learning points.
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 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 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 Managing Change Pocketbook written by Neil Russell-Jones and published by Management Pocketbooks. This book was released on 2016-08-16 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Managing Change Pocketbook is for all those people responsible for managing change or wishing to understand an imposed change. Now in its 4th edition, this popular title in the Pocketbooks Series explains what change is and why it is necessary, why some change needs proactive management, the effects of change on people, how to gain commitment, how to manage change, the tools available, ways to communicate, and examples of success and failure.
Download or read book Performance Management Pocketbook written by Pam Jones and published by Management Pocketbooks. This book was released on 2014-08-15 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: Performance Management is about getting results, getting the best from people and helping them to achieve their potential. Employee engagement has an important role to play in this, it is about the emotional commitment to the organisation and its goals. In this second edition of the Performance Management Pocketbook, readers will find plenty of tips and techniques to enhance their performance in the following areas: leading others to achieve results; understanding the impact of their own style; engaging and motivating others; creating high performance teams; setting clear objectives; managing performance difficulties and coaching and delegating effectively. The book contains illustrative case studies and each chapter has a helpful review and actions section. The author Pam Jones is a member of the Ashridge Business School open programme management team. Her responsibilities cover a suite of programmes encompassing performance management, influencing and general management skills. "In an ever-demanding and competitive world, OK and average simply aren't enough - performance matters. If you want to get the best out of your people, then this book is packed with advice and ideas on how to do that." Lydia Hatley, Leadership Change Manager, Argos "Very useful - a practical and comprehensive guide for all leaders who truly value their team." Claire Dobbs, Managing Director, Havas Life London.
Download or read book Talent Management Pocketbook written by Andy Cross and published by Pocketbooks. This book was released on 2016-07-31 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to find, keep and get the best from the people who can make an enterprise thrive is the subject of the Talent Management Pocketbook, now in its 2nd edition. It features checklists and self-assessment tools to gauge current talent management strategy and pinpoint where improvements can be made. Included too are examples of outstanding talent management practices. How do you judge with confidence that someone will succeed in a bigger role? The book describes how the 'potential profiler' can help identify potential talent in the key performance areas. It is one of several helpful models described. Blending talent in order to build talented teams is another focus of this illustrated pocketbook. It deals with its subject in clear, concise terms with the emphasis on providing practical solutions. The Talent Management Pocketbook has been written for trainers, HR and recruitment professionals, and for line managers with responsibility for retaining and developing talented team members.
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 Time Management Pocketbook written by Mike Clayton and published by Pocketbooks. This book was released on 2017-10-16 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: "We cannot manage time. All we can do is learn how to use the time that we have, as well as we can", says Dr Mike Clayton, author of the all-new Time Management Pocketbook. Illustrated throughout, the book begins by explaining how to plan your time, how to balance the advantages of feeling in control against the necessity of remaining flexible, and how to adapt to changes. It then deals with ways of working that will make you more productive and looks at strategies for tackling one of the biggest problems you face: the challenge of 'too much'. A summary of the eight most popular time management systems in use comprises the penultimate section of the book. The author does admit, though: "I'm no fan of systems. Instead, I prefer broad principles, and a well-stocked box of tools to apply to different situations. To me, a system is a principle applied rigidly. And at some point, it won't apply. That's why I filled this Pocketbook with ideas to try; not just a single system." The book concludes by looking at how organisations can treat time as a strategic asset, systematically making better use of it for the greatest possible return
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.
