Автор: Stickdorn Marc, Schneider Jakob Название: This Is Service Design Thinking: Basics, Tools, Cases ISBN: 1118156307 ISBN-13(EAN): 9781118156308 Издательство: Wiley Рейтинг: Цена: 32730.00 T Наличие на складе: Поставка под заказ. Описание: Analyzes Chile`s political economy over the last 30 years and the country`s attempt to build a market society in a highly inegalitarian society, now as a member country of the Organization for Economic Cooperation and Development (OECD). It documents the growing concentration of economic power among small groups of elites in Chile and discusses the limits of the democratic system post-Pinochet.
Автор: V. Kumar; Werner Reinartz Название: Customer Relationship Management ISBN: 3662553805 ISBN-13(EAN): 9783662553800 Издательство: Springer Рейтинг: Цена: 74530.00 T Наличие на складе: Поставка под заказ. Описание: This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today.
The Internet of Things, robo investment advisers, wearable fitness devices, remote health care operations . . . business executives in many industries are currently being inundated with a confusingly and exhaustingly broad range of technological developments that enable new business models.
There is, however, a common thread among all of these developments: firms are fundamentally changing how they connect with their customers. Rather than having occasional, episodic interactions--where customers realize they have an unmet need and then look for ways to fill it--firms are striving to be continuously connected to their customers, providing services and products as the needs arise, even before customers become aware of them.
Firms such as Nike, Disney, Progressive Insurance, McGraw-Hill Higher Education, Medtronic, Hewlett-Packard, and Tesco are developing and competing on connected strategies creating superior customer experiences through connectivity while simultaneously driving dramatic improvements in operational efficiencies and reshaping their industries.
Strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies across a broad array of industries and show how these strategies work, how they eliminate the trade-off between superior customer experience and low cost, and how companies can formulate, design, and implement them. In showing how to create a connected strategy, the authors reveal the four pathways--respond-to-desire, curated offerings, coaching, and automatic execution--for turning occasional, episodic interactions into continuous relationships. Siggelkow and Terwiesch show you how to:
Reshape the connections between customers, suppliers, and your firm
Create the right revenue model
Make the best technology choices to support your strategy
Integrating rich examples, how-to advice, and tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating connected relationships with your customers and redefining the connections in your industry.
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: Reider Название: Expanding Customer Service as a Profit Center: Striving for Excellence and Competitive Advantage ISBN: 1606494600 ISBN-13(EAN): 9781606494608 Издательство: McGraw-Hill Цена: 21680.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Striving for excellence in customer service is to gain the competitive advantage. It is the keystone for the business to grow and prosper in the right direction so that it builds through repetitive sales to existing customers and referrals to potential customers. If you were to look at customer service in your organization as a major business component and all customers are treated with excellence prior to the sale, during the sale, and after the sale, customer service will become a profit center that builds sales dollars to the top line and real profits to the bottom line. This book can help you and any organization manager achieve customer service excellence with its basic principle of doing the right thing at the right time for the right customers. It can also assist in building organizations with strong customer bases and sales loyalty. The author smartly gives you real practical "how tos" in providing excellent customer service in all aspects of your operations by doing the right thing despite the counter pressure within your organization. As many businesses are struggling to be competitive, or merely to survive, this book is your primer or "how to" for identifying and maintaining customer service excellence in all operational areas on the path to developing a learning organization. No matter what type of business-this book can be a learning, coaching, and mentoring tool in your quest to make the delivery of customer service the best possible in today's ever changing business environment.
Автор: Kimberly Delvin Название: Customer Service Training ISBN: 156286968X ISBN-13(EAN): 9781562869687 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 72070.00 T Наличие на складе: Невозможна поставка. Описание: Effective customer service training covers more than niceties.Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience.Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions.Free tools and customization optionsThe free, ready-to-use workshop materials (PDF) that accompany this book include downloadable presentation materials, agendas, handouts, assessments, and tools. All workshop program materials, including MS Office PowerPoint presentations and MS Word handouts, may be customized for an additional licensing fee. Browse the licensing options in the Custom Material License pricing menu.
Автор: Brewer, Edward C. Holmes, Terence L. Название: Better customer service ISBN: 0367757338 ISBN-13(EAN): 9780367757335 Издательство: Taylor&Francis Рейтинг: Цена: 32650.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments - and make the world a little better and more pleasant.
Автор: Blake Alvin L. Название: Five Steps to Five Stars: A Leader`s Guide to Improving Customer Service ISBN: 1543999182 ISBN-13(EAN): 9781543999181 Издательство: Gazelle Book Services Рейтинг: Цена: 22870.00 T Наличие на складе: Поставка под заказ. Описание: Five Steps to Five Stars focuses on the individual leadership steps necessary to achieve excellence in customer service. All the steps outline the required intentional and deliberate actions to succeed. Leaders who follow these steps will be able to improve their existing organizational policies by becoming better customer service focused leaders. Five Steps to Five Stars is a leader's guide to improving the overall customer service environment. In Step One, leaders will be challenged to conduct a true self-evaluation of their personal beliefs and skills when it comes to managing excellence in customer service. Step Two will motivate leaders to view the organization through the three different lenses of the customer service windows--customer's view, the worker's view, and the leader's view. In Step Three, we continue to build leaders by discovering how to right their wrongs, and in Step Four, leaders will start the process of trying to close the customer service gap. Finally, in Step Five, leaders are asked to apply the 5-5-5 Rule to all areas of customer service in their organization. The steps will help leaders and managers build, promote, and create working environments which produce 5-Star customer service
Автор: Maes Patrick Название: Disruptive Selling: A New Strategic Approach to Sales, Marketing and Customer Service ISBN: 0749482346 ISBN-13(EAN): 9780749482343 Издательство: Неизвестно Рейтинг: Цена: 42230.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Transform your company by adopting disruptive selling strategies and empowering customers, through unique digital innovation relevant to both B2B and B2C companies.
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.
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