Customer Service Essentials: Lessons for Africa and Beyond, Robert E. Hinson, Ogechi Adeola, Kojo Oppong Nkrumah, Charles Agyinarare, Kwame Adom, Abednoego Feehi Okoe Amartey
Автор: Robert E. Hinson, Ogechi Adeola, Kojo Oppong Nkrumah, Charles Agyinarare, Kwame Adom, Abednoego Feehi Okoe Amartey Название: Customer Service Essentials: Lessons for Africa and Beyond ISBN: 1641136863 ISBN-13(EAN): 9781641136860 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 95170.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters.
Автор: Blanchard Ken, Halsey Victoria, Cuff Kathy Название: I Care - Do You?: The Essentials of Delivering Legendary Service ISBN: 0071819045 ISBN-13(EAN): 9780071819046 Издательство: McGraw-Hill Рейтинг: Цена: 21730.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice.
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: William N. Thompson, Michele Comeau Название: Casino Customer Service: The WIN WIN Game ISBN: 0874178940 ISBN-13(EAN): 9780874178944 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 27720.00 T Наличие на складе: Невозможна поставка. Описание: A guide to customer service in the casino industry in which the authors argue that investments in customer service are ""activities in a positive-sum game, or what can be called a win-win game. The customer wins better enjoyment of products offered, and the casino wins with renewed and repeated patronage.
Автор: Duncan Todd, Duncan Deb Название: The 10 Golden Rules of Customer Service: The Story of the $6,000 Egg ISBN: 1492679534 ISBN-13(EAN): 9781492679530 Издательство: Неизвестно Рейтинг: Цена: 15630.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The customer service playbook that will help blitz the competition and win life-long customers.
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: 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.
A Practical Guide to Airline Customer Service is written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. It is a useful guide for anyone seeking a successful and rewarding career in the airline industry.
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736.
A real-world, plain-language how-to guide for delivering amazing customer service to end-users.
Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results.
Here's what you'll find:
Best practices for communicating with email, including examples
The four intrinsic qualities of great service providers
Best practices for communicating using chat and texting
Ten tips for being a good listener
Two practical ways to keep your emotions in check
A flow chart for handling user calls
What to do when the user is wrong
How to work with the different generations in the workplace
All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo", just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Казахстан, 010000 г. Астана, проспект Туран 43/5, НП2 (офис 2) ТОО "Логобук" Тел:+7 707 857-29-98 ,+7(7172) 65-23-70 www.logobook.kz
