Автор: Phillips, Jack Название: Return On Investment In Training 2E ISBN: 0750676019 ISBN-13(EAN): 9780750676014 Издательство: Taylor&Francis Рейтинг: Цена: 47520.00 T Наличие на складе: Невозможна поставка. Описание: Guides you through a results-based approach to calculating the Return on Investment in training and performance improvement programs. This book also details implementation issues, provides worksheets, and pinpoints non-monetary program benefits. It also includes a case study which takes the reader through the ROI process step-by-step.
Автор: Evenson Renee Название: Customer Service Training 101: Quick and Easy Techniques That Get Great Results ISBN: 0814438911 ISBN-13(EAN): 9780814438916 Издательство: McGraw-Hill Цена: 18290.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer.
Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions - Speak and write effectively - Listen attentively - Identify needs - Develop trust, establish rapport, and make customers feel valued - Connect with people in person, on the phone, or via email or social media - Confidently handle customer complaints - And more Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role.
Автор: Buckley Roger Название: Theory and Practice of Training ISBN: 0749454199 ISBN-13(EAN): 9780749454197 Издательство: TBS/GBS Рейтинг: Цена: 48830.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The Theory and Practice of Training is a practical guide providing a comprehensive outline of the major instructional and training concepts, and their relationship to training in practice.
Your employees are the key drivers of your customers' experience.
In this book Caroline guides you through the stages to developing a true service culture and creating your own Service Superstars.
"It's the experience you create for customers that gets remembered"
Getting your brand's customer experience right can be the number one way to differentiate your business from your competition.
Don't leave it to chance
Автор: Heil Название: Employee Management and Customer Service in the Retail Industry ISBN: 047172324X ISBN-13(EAN): 9780471723240 Издательство: Wiley Рейтинг: Цена: 158350.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business.
Автор: Stephen Truelove Название: Training in practice ISBN: 1843981505 ISBN-13(EAN): 9781843981503 Издательство: McGraw-Hill Рейтинг: Цена: 42310.00 T Наличие на складе: Поставка под заказ. Описание: "Training in Practice" deals with the fundamental processes needed by all trainers getting to grips with their role, especially those newly appointed. Through detailed explanations of selected theories, models and techniques, this easily accessible text is particularly suitable for anyone undertaking an introductory-level training module, such as the CIPD's Certificate in Training Practice, or for the training practitioner learning on the job.
Автор: Diane C. Valenti Название: Training Budgets Step-by-Step: A Complete Guide to Planning and Budgeting Strategically-Aligned Training ISBN: 0787968897 ISBN-13(EAN): 9780787968892 Издательство: Wiley Рейтинг: Цена: 44880.00 T Наличие на складе: Поставка под заказ. Описание: Training Budgets Step-by-Step is a useful guide that walks you through each phase of the process, so that you will have the information you need to develop a successful training plan and accurate budget that will get results for your organization. Training Budgets Step-by-Step gives you * Clear-cut instructions on how to perform each step * An illustrative case study that helps define every phase of the process * Blank templates that you can tailor to your organization Written by training expert Diane Valenti, the book shows you everything from how to conduct the data gathering proceto help determine the types of training to create to how to present a completed budget¾one that aligns strategically with your organization's goals. Every step of the way the author provides a wealth of templates, worksheets, lists of questions to ask, action plans, flow charts, interview summary sheets, and other helpful job aids. Training Budgets Step-by-Step also includes a CD-ROM that contains the book's worksheets and templates that can be easily reproduced and customized.
Автор: Daniel Название: Practical Guide to Safety Leadership ISBN: 1138209295 ISBN-13(EAN): 9781138209299 Издательство: Taylor&Francis Рейтинг: Цена: 148010.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание:
Leaders can shape an organisation through their behaviours and their vision. If an organisation lacks a clear vision or there is disengagement by the leadership team, then the results can be disastrous. In such circumstances change is needed. When change is needed, the value of safety can become a change agent. From the disciplines of leadership and safety comes the emerging topic of safety leadership. Through safety leadership, workplace challenges can be rectified and the desired behaviours reinforced.
These challenges can span from a lack of leadership engagement, poor safety performance, complacency or lack of safety ownership. Understanding how safety leadership differs from other leadership theories can give you a competitive edge which is not solely based upon financial quotas, but instead based upon the moral code of ensuring the health and well-being of your employees.
This book goes beyond mere safety slogans or anecdotal stories that relate to safety leadership. Instead an empirical and research-based approach will be shared which can help improve the overall culture of an organisation as well as the safety of employees. Tools, case studies, theories and practical applications will be shared which can help create the blueprint for organisational change that you seek. Even when things are working well, constant innovation and adoption of best practices can help companies go from good to great and leave a lasting legacy for employees and customers alike.
Detailing the mechanics of safety leadership, this book will drive the change and results you want.
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