Flawless Customer Service Inside and Out, Jenny Wade
Автор: Coates Rosemary, Reily Jim Название: 42 Rules for Superior Field Service: The Keys to Profitable Field Service and Customer Loyalty ISBN: 1607730707 ISBN-13(EAN): 9781607730705 Издательство: Неизвестно Цена: 18350.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: With few exceptions, the service business is viewed as a "necessary evil". Servicing products, after they are sold and in customers' hands, is frequently overlooked and can be a source of customer dissatisfaction and profit loss. This thinking results in missed opportunities to convert customers into advocates and to generate significant business revenue.
If you are in the field service business, you should be designing solutions that benefit the customer and are profitable for your company. This includes developing a field service strategy, organizing the service business, optimizing field inventories, implementing Customer Relationship Management (CRM) and tailoring sales incentives.
Complicating field service operations in today's environment is the global nature of the installed base and where in the world your products and spares are manufactured. Sourcing global parts, managing the parts supply chain and the investment required are the things that keep managers up at night.
This book provides 42 essential rules to benchmark and develop a global service business. You will learn:
How to develop a profitable field service strategy and organization
How to survey customers and drive improvement in field service operations
The impact of poor field service on the bottom line
What to do in an emergency
What to consider when developing field repair inventories
What systems and tools to consider
...and much more
Rosemary Coates and Jim Reily have a combined 50+ years of global manufacturing and field service experience from companies such as Hewlett Packard and Cisco as well as the US Military. In addition they have worked on consulting engagements with a proven track record of amazing field service results. They offer insights and recommendations based on real-world experience
Автор: Price Bill, Jaffe David Название: Give Them What They Want: How the Best Service Leaders Design, Measure, and Deliver Great Customer Experiences ISBN: 1118954777 ISBN-13(EAN): 9781118954775 Издательство: Wiley Рейтинг: Цена: 23220.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips and can influence the purchase decisions and behaviors of millions of others.
Have you noticed the difference in how you feel getting customer service from someone who is terrific to talk to versus the help you receive from people just going through the motions? Or worse, by someone whose attitude seems awful?
What was it about the first person? What did they do?
That's the subject of The Little Customer Service Handbook. With more than 30 years of direct customer service experience in both corporate America and as a business owner, author Rick Grassi has condensed decades of experience into a slim volume full of simple and essential guidelines for superior customer service. This book is aimed at anyone who manages employees or has contact with customers. Its powerful principles apply equally to a storefront with a few employees or a corporate customer service center with thousands of employees.
Автор: Whyte, Grafton Название: V-model of service quality ISBN: 1787696065 ISBN-13(EAN): 9781787696068 Издательство: Emerald Рейтинг: Цена: 62330.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The V-Model of Service Quality offers a powerful tool for measuring service quality. This book grounds the theoretical interventions in data drawn from case studies in the Sub-Saharan African context to make the models applicable to both researchers and working managers.
Автор: Gale Bradley Название: Managing Customer Value: Creating Quality and Service That Customers Can Se ISBN: 1451612923 ISBN-13(EAN): 9781451612929 Издательство: Simon & Schuster Цена: 23900.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to conformance to technical standards, according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived quality -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, market-perceived quality versus competitors and aspire to an emerging fourth stage, true strategic management. Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the war room wall to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
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: Hastings Название: Applying Service Science In Business; Attaining Growth And Profitability Through Customer Investment And Empowerment ISBN: 160649662X ISBN-13(EAN): 9781606496626 Издательство: McGraw-Hill Рейтинг: Цена: 21680.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This is a must-read for anyone trained in traditional process improvement or business architecture. In surprisingly clear language this book lays out the essentials of service thinking, and how the service paradigm transforms the way in which organizations innovate on behalf of their customers. It shifts the focus from product to experience, from one-sided production to co-creation of value, from the simply measurable to the emotional. I intend to buy a copy for every member of my team-Dart Lindsley, Cisco Sr. Manager of Transformation Planning and Analysis This book will introduce you to Service Science, Management and Engineering (SSME)-a term introduced by IBM to describe service science, which is the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another. The authors detail the disciplines, principles, insights and tools of SSME that are now ready to transition to the mainstream business world with transformative effect. They coin the new term "Service Thinking" to communicate this mainstream business transformation. It includes expository case histories of the service thinking-based transformation of familiar businesses, illustrating the seven principles of service thinking, with compelling examples and clear direction for application.
Автор: Berry Leonard L., Seltman Kent D. Название: Management Lessons from Mayo Clinic: Inside One of the World`s Most Admired Service Organizations ISBN: 1260011836 ISBN-13(EAN): 9781260011838 Издательство: McGraw-Hill Рейтинг: Цена: 28590.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The leader`s guide to building a service powerhouse using the approach that made Mayo Clinic the #1 Hospital in America-now in paperback
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