Casino Customer Service: The WIN WIN Game, William N. Thompson, Michele Comeau
Автор: Frei Frances, Morriss Anne Название: Uncommon Service: How to Win by Putting Customers at the Core of Your Business ISBN: 1422133311 ISBN-13(EAN): 9781422133316 Издательство: Неизвестно Рейтинг: Цена: 28330.00 T Наличие на складе: Есть Описание: Offers a fresh approach for greater productivity, profitability, and competitive advantage through service. This title shows how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function.
Автор: Heskett, James L. Название: Service breakthroughs: changing the rules of the game ISBN: 141657686X ISBN-13(EAN): 9781416576860 Издательство: Simon & Schuster Рейтинг: Цена: 21870.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading.
Автор: Vanantwerp James Название: Guide to Customer Service Excellence ISBN: 1514414082 ISBN-13(EAN): 9781514414088 Издательство: Неизвестно Рейтинг: Цена: 14710.00 T Наличие на складе: Есть у поставщика Поставка под заказ.
Автор: Robert Spector Название: The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization ISBN: 0471702862 ISBN-13(EAN): 9780471702863 Издательство: Wiley Рейтинг: Цена: 15830.00 T Наличие на складе: Поставка под заказ. Описание: A new "how-to" version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the world's best customer service company they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction. Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Women's Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company.
Автор: Dasu Sriram, Chase Richard Название: The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer`s Business ISBN: 0071809937 ISBN-13(EAN): 9780071809931 Издательство: McGraw-Hill Рейтинг: Цена: 36590.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Helps you understand consumer psychology to drive profits and growth. This title explains how consumers perceive services and shows you how toenhance the customer experience - every time. It identifies and demystifies the psychological triggers behind customer behavior.
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