The Call Centre Customer Care Pocketbook
Author: Michael Applegarth
Publisher:
Published: 2005
Total Pages:
ISBN-13: 9781907077685
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Author: Michael Applegarth
Publisher:
Published: 2005
Total Pages:
ISBN-13: 9781907077685
DOWNLOAD EBOOKAuthor:
Publisher: Pocketbooks
Published: 2005
Total Pages: 112
ISBN-13: 9781903776339
DOWNLOAD EBOOKInternet transactions offer customers convenience butremote trading has its price: customers feel much lessloyalty to individual companies and the loss of face-to-face contact can result in poor or non-existent customerservice. The Call Centre Customer Care Pocketbookaddresses these issues, and looks at how to retaincustomer loyalty ......
Author:
Publisher:
Published:
Total Pages:
ISBN-13: 9788173141584
DOWNLOAD EBOOKAuthor: Andy Cross
Publisher: Management Pocketbooks
Published: 2015-09-16
Total Pages: 113
ISBN-13: 1907077723
DOWNLOAD EBOOKFor leaders of customer service teams, The Managing Customer Service Pocketbook draws on some startling statistics to highlight the benefit of building customer loyalty. For example, one study shows that a mere 5% increase in customer loyalty can boost profitability by up to 85%. Earning loyalty is about delighting the customer by delivering outstanding service. And, as the book's author Andy Cross explains, the bedrock of service excellence is the 'service brand'. The book uses a 5-stage model to describe how to create and nurture such a service brand through the recruitment, training, leadership and motivation of a customer service team that works diligently and passionately for the highest possible standards of service. Stage one is to establish the vision or the brand values by properly understanding what it is that the customer wants above all else. This is what drives the team. Then you have to align these values with those of the team itself. This is achieved through careful recruitment, training and inspirational people management. Further stages in the process of managing the service brand cover: coaching the team to deliver consistently brilliant service; what to do when things go wrong (top tips!); and how to create an environment in which team members have the freedom to improve. We believe you'll be 'highly satisfied' with this book and, if statistics are to be believed, 'six times more likely to order again'!
Author: Stewart Wright
Publisher: Management Pocketbooks
Published: 2015-09-16
Total Pages: 130
ISBN-13: 190707760X
DOWNLOAD EBOOKRecruiting successful candidates leads to improved performance, increased customer satisfaction, enhanced organisational reputation, greater staff morale and a positive reflection on those involved in the recruitment process. The Managing Recruitment Pocketbook explains how to plan recruitment, attract the right candidates, assess CVs and application forms, get the most out of the interview, use different methods of selection and how to make the job offer. Under 'attracting the right candidates', the pocketbook looks at advertising methods, using the internet, employing recruitment agencies and recruiting internally. Selection methods addressed include psychometric tests, personality questionnaires, assessment centres, presentations and work sample exercises. The final chapter covers how to pull all the selection information together, references, medicals, handling unsuccessful candidates and making the eventual offer. Complementing this new title are two other existing pocketbooks, The Interviewer's Pocketbook and The Succeeding At Interviews Pocketbook.
Author: Michael Applegarth
Publisher: Management Pocketbooks
Published: 2015-09-16
Total Pages: 114
ISBN-13: 1907077243
DOWNLOAD EBOOKEmpowerment is often confused with delegation and, wrongly, is often seen as a form of power or authority over another person. The authors of The Empowerment Pocketbook prefer to liken empowerment to a licence that is issued only after those concerned have proven their ability and only when the scope and conditions of the activity to which the licence applies are clearly defined. This Pocketbook explains what empowerment is, what can be gained when it is in place and how to put it there and keep it there. It will be helpful to managers, trainers, consultants and all those people who are concerned with getting the best from their workforce. Areas covered include: identifying the need for empowerment, enabling the individual, implementation (nine steps to get empowerment in place) and, finally, monitoring and feedback.
Author: Max Eggert
Publisher: Pocketbooks
Published: 2009-01-15
Total Pages: 129
ISBN-13: 1906610029
DOWNLOAD EBOOKSixty practical suggestions for reducing absenteeism are detailed in this title, followed by a look at the legal aspects of employment and advice on how to introduce an absence control policy. The author - management psychologist Max A. Eggert - also looks at the costs of absenteeism (monetary and psychological) and five ways of measuring absence. This is a new edition of "The Controlling Absenteeism Pocketbook" (978 1 870471 64 0), first published in 2000. Other pocketbooks by the same author include: "Assertiveness"; "Managing your Appraisal"; "Motivation"; and, "Resolving Conflict".
Author: David Alexander
Publisher: Management Pocketbooks
Published: 2013-01-01
Total Pages: 131
ISBN-13: 1908284331
DOWNLOAD EBOOKAn effective customer relationship management strategy can deliver a step change in customer engagement, profitability, revenue growth and sustainability. This second edition of the CRM Pocketbook will help managers take a more strategic approach to setting relationship management objectives and implementing practical plans in a multi-channel environment. Consumers are becoming more empowered and turning to channels where they can access their own personal information, have more say in how that information is used, and manage how often they receive marketing materials. They have the ability to compare and analyse product and service offerings without the need for interaction with suppliers. This book explains how organisations can build more effective engagement strategies that provide outstanding customer support and drive business value. There is a section describing the contribution needed from departments within organisations, including how to keep investors informed and supportive of CRM initiatives, leading to the delivery of the customer promise and business results.
Author: Vicki Culpin
Publisher: Management Pocketbooks
Published: 2015-09-16
Total Pages: 130
ISBN-13: 1907077952
DOWNLOAD EBOOKMemory is fundamental to our very existence. This title looks at the structure of memory, distinguishing between sensory memory and short- and long-term memory. It describes the causes of poor memory (tiredness, cognitive overload and poor concentration) and the key principles for improving it (attention, effort, motivation and meaning).
Author: Max A. Eggert
Publisher: Management Pocketbooks
Published: 2015-09-16
Total Pages: 108
ISBN-13: 190828417X
DOWNLOAD EBOOKThe Motivation Pocketbook examines the many different theories of motivation, drawing out the key points and offering management tips for each one. A useful problem-identifier points the way to the best theories to use in particular situations. For example, when people complain a lot the author recommends the 'ERG Theory', and when they lack direction he puts forward the 'Goal Theory'. There is also a review of the different character and personality types and what they are most likely to find motivational. In conclusion, the book lists nine basic rules of motivation, ten ways in which to keep yourself motivated and 100 ways in which to say 'well done'. To coin one of these expressions, 'sheer class' Max.