Managing Customer Service Pocketbook

Managing Customer Service Pocketbook

Author: Andy Cross

Publisher: Management Pocketbooks

Published: 2015-09-16

Total Pages: 113

ISBN-13: 1907077723

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For 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'!


Customer Service Pocketbook

Customer Service Pocketbook

Author: Sean McManus

Publisher: Management Pocketbooks

Published: 2013-01-01

Total Pages: 114

ISBN-13: 1908284242

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The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.


Key Account Manager's Pocketbook

Key Account Manager's Pocketbook

Author: Roger E. Jones

Publisher:

Published: 2013-09

Total Pages: 112

ISBN-13: 9781906610593

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The new, 2nd edition of the Key Account Manager's Pocketbook gives practical advice on how to keep and develop important customers, thereby maximising ongoing revenue streams, reducing sales costs, improving investment planning and increasing market knowledge. It opens by describing the key account manager's role and then goes on to describe how to rise up the so-called customer perception ladder, moving from a simple commodity supplier to developing a solid, long-term business partnership with your key customers. The author next explains how to develop the 'key account development plan', how to increase your influence with the decision-maker in your key account (relationship management) and how to win new business. The final chapter runs through the essential steps of key account handling. There are short exercises throughout which, if carried out, will help to reinforce the key learning points.


Absence Management Pocketbook

Absence Management Pocketbook

Author: Max Eggert

Publisher: Pocketbooks

Published: 2009-01-15

Total Pages: 129

ISBN-13: 1906610029

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Sixty 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".


Managing Change Pocketbook

Managing Change Pocketbook

Author: Neil Russell-Jones

Publisher: Management Pocketbooks

Published: 2016-08-16

Total Pages: 112

ISBN-13: 1906610975

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The Managing Change Pocketbook is for all those people responsible for managing change or wishing to understand an imposed change. Now in its 4th edition, this popular title in the Pocketbooks Series explains what change is and why it is necessary, why some change needs proactive management, the effects of change on people, how to gain commitment, how to manage change, the tools available, ways to communicate, and examples of success and failure.


Performance Management Pocketbook

Performance Management Pocketbook

Author: Pam Jones

Publisher: Management Pocketbooks

Published: 2014-08-15

Total Pages: 116

ISBN-13: 1908284293

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Performance Management is about getting results, getting the best from people and helping them to achieve their potential. Employee engagement has an important role to play in this, it is about the emotional commitment to the organisation and its goals. In this second edition of the Performance Management Pocketbook, readers will find plenty of tips and techniques to enhance their performance in the following areas: leading others to achieve results; understanding the impact of their own style; engaging and motivating others; creating high performance teams; setting clear objectives; managing performance difficulties and coaching and delegating effectively. The book contains illustrative case studies and each chapter has a helpful review and actions section. The author Pam Jones is a member of the Ashridge Business School open programme management team. Her responsibilities cover a suite of programmes encompassing performance management, influencing and general management skills. "In an ever-demanding and competitive world, OK and average simply aren't enough - performance matters. If you want to get the best out of your people, then this book is packed with advice and ideas on how to do that." Lydia Hatley, Leadership Change Manager, Argos "Very useful - a practical and comprehensive guide for all leaders who truly value their team." Claire Dobbs, Managing Director, Havas Life London.


Talent Management Pocketbook

Talent Management Pocketbook

Author: Andy Cross

Publisher: Pocketbooks

Published: 2016-07-31

Total Pages: 116

ISBN-13: 1907078681

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How to find, keep and get the best from the people who can make an enterprise thrive is the subject of the Talent Management Pocketbook, now in its 2nd edition. It features checklists and self-assessment tools to gauge current talent management strategy and pinpoint where improvements can be made. Included too are examples of outstanding talent management practices. How do you judge with confidence that someone will succeed in a bigger role? The book describes how the 'potential profiler' can help identify potential talent in the key performance areas. It is one of several helpful models described. Blending talent in order to build talented teams is another focus of this illustrated pocketbook. It deals with its subject in clear, concise terms with the emphasis on providing practical solutions. The Talent Management Pocketbook has been written for trainers, HR and recruitment professionals, and for line managers with responsibility for retaining and developing talented team members.


Project Management Pocketbook

Project Management Pocketbook

Author: Keith Posner

Publisher: Management Pocketbooks

Published: 2014-05-07

Total Pages: 135

ISBN-13: 1908284013

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The Project Management Pocketbook is a practical, step-by-step guide to managing a project through to completion. It looks at each key stage and identifies the management techniques that can be applied. From objective-setting through to implementation, the book stresses the importance of good communication, teamworking and influencing skills. All too often, books on this subject cover the process of project management and not the people aspects. This Pocketbook addresses both. "Project management requires a multitude of skills - from vision and planning, to monitoring, communication, leadership and, of course, delivery. This pocketbook pulls together best practice from these diverse areas into one simple, easy-to-read booklet. Refreshingly, it has been written from a general business perspective (rather than I.T.), and is therefore applicable to anyone managing change."Adrian Guttridge, Vice President UK & Ireland, EDS "A lively guide based on real events that any of us may encounter in our everyday life at work or (as I found out after reading this) at home."Johann de Waal, Director, International SOS Insurance Services Ltd


Time Management Pocketbook

Time Management Pocketbook

Author: Mike Clayton

Publisher: Pocketbooks

Published: 2017-10-16

Total Pages: 116

ISBN-13: 1907078738

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"We cannot manage time. All we can do is learn how to use the time that we have, as well as we can", says Dr Mike Clayton, author of the all-new Time Management Pocketbook. Illustrated throughout, the book begins by explaining how to plan your time, how to balance the advantages of feeling in control against the necessity of remaining flexible, and how to adapt to changes. It then deals with ways of working that will make you more productive and looks at strategies for tackling one of the biggest problems you face: the challenge of 'too much'. A summary of the eight most popular time management systems in use comprises the penultimate section of the book. The author does admit, though: "I'm no fan of systems. Instead, I prefer broad principles, and a well-stocked box of tools to apply to different situations. To me, a system is a principle applied rigidly. And at some point, it won't apply. That's why I filled this Pocketbook with ideas to try; not just a single system." The book concludes by looking at how organisations can treat time as a strategic asset, systematically making better use of it for the greatest possible return


Handling Complaints Pocketbook

Handling Complaints Pocketbook

Author: Angelena Boden

Publisher: Management Pocketbooks

Published: 2015-09-16

Total Pages: 115

ISBN-13: 190707726X

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The Handling Complaints Pocketbook looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional. The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers. The next sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behaviour. The final section looks at ways to turn complaints into compliments and create loyal customers. From the author of The Problem Behaviour Pocketbook.