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Colin C. Law A Practical Guide to Airline Customer Service. From Operations Passenger Services

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.

5327 РУБ



Anders Gustafsson Competing in a Service Economy. How to Create Competitive Advantage Through Development and Innovation

Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile. This practical resource for executives, general managers, and managers in marketing, operations, and human resources reveals how to gain a competitive advantage by creating and implementing a strategic plan that will ultimately improve their organizations services. Written by the authors of the best-selling book Improving Customer Satisfaction, Loyalty, and Profit, this important new book will help business professionals to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations.

2793.55 РУБ



Dennis Snow Unleashing Excellence. The Complete Guide to Ultimate Customer Service

A step-by-step guide to designing and implementing an amazing customer service culture In todays competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. Its not always clear what works and what doesnt, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your companys individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine «leadership actions» that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organizations customer service practices from good to great, Unleashing Excellence is the key.

1661.87 РУБ



Ben Reason Service Design for Business. A Practical Guide to Optimizing the Customer Experience

A practical approach to better customer experience through service design Service Design for Business helps you transform your customers experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers needs and demands, and provides concrete strategy that can be implemented immediately. Youll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

1865.03 РУБ



John R. DiJulius III The Best Customer Service Quotes Ever Said

Become a Customer Service Revolutionary!John R. DiJulius III has raised the bar for what it means to deliver world-class customer service. Now, with this indispensable book, you can too! DiJulius has combined the most inspiring quotes on how to best connect with customers and employees with a user-friendly journal to create the ultimate customer-service handbook. The Best Customer Service Quotes Ever Said uses the powerful and motivational words from world-renowned experts to inspire greatness and revolutionize how you interact with customers. This book is the perfect guide to taking customer interactions to the next level, and it provides expert wisdom to bring the customer service revolution to you.

1289 РУБ



Ben Beiske Loyalty Management in the Airline Industry

Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three ‘pillars’ are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING A...

6089 РУБ



Marsha Collier The Ultimate Online Customer Service Guide. How to Connect with your Customers Sell More!

Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers lives. They follow back. They handle complaints immediately. They wish customers «happy birthday.» They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

1661.87 РУБ



Philip J.L. Parker Treasury Operations Handbook

A practical guide to Treasury Back Office (Operations) for industry professionals and ACI (The Financial markets Association) Operations Certificate (Sept 2017) candidates.

6577 РУБ



Errol Allen Keys to Delivering Amazing Customer Service

Learn basic steps to creating both a customer and employee friendly company from the insights of a consultant who spent 25+ years in Corporate America.Discover why it's important to develop a customer service strategy that focuses on both the external and internal customer.

1989 РУБ



William Stimson A. Forensic Systems Engineering. Evaluating Operations by Discovery

A systems-level approach to reducing liability through process improvement Forensic Systems Analysis: Evaluating Operations by Discovery presents a systematic framework for uncovering and resolving problematic process failures. Carefully building the causal relationship from process to product, the discussion lays out in significant detail the appropriate and tactical approaches necessary to the pursuit of litigation with respect to corporate operations. Systemic process failures are addressed by flipping process improvement models to study both improvement and failure, resulting in arguments and methodologies relevant to any product or service industry. Guidance on risk analysis of operations combines evaluation of process control, stability, capability, verification, validation, specification, product reliability, serial dependence, and more, providing a robust framework with which to target large-scale nonconforming products and services. Relevant to anyone involved in business, manufacturing, service, and control, this book: Covers process liability and operations management from both engineering and legal perspectives Offers analyses that present novel uses of traditional engineering methods concerning risk and product quality and reliability Takes a rigorous approach to system tactics and constraints related to product and service operations and identifies dysfunctional processes Offers both prescriptive and descriptive solutions to both the plaintiff and the defendant The global economy has created an environment in which huge production volume, complex data bases, and multiple dispersed suppliers greatly challenge industrial operations. This informative guide provides a practical blueprint for uncovering problematic process failures.

12948.63 РУБ



Massimo Parravicini A Guide to Sales Management. Practitioners View of Trade Organizations

In many FMCG companies, the challenges for the sales function are to develop effective sales strategies and to deliver excellent sales operations in order to support the achievement of business targets. The purpose of this book is to provide a practical guide to sales management through the analysis of its key components: route to market, sales strategy, key performance indicators, organizational models, sales force management, customer business planning, order to cash, and sales and operations planning. For each of these topics, the content of this book is a balance of theory, practical tips, and useful tools, keeping in mind not only the "what," but also the "how" of the implementation. The reader will learn how to map sales channels, assess a customer base, design a sales strategy, build a sales scorecard, and organize a sales team's frontline and back ofi ce. The book also covers how to structure trade category plans, customer business plans, and customer negotiation plans and how to optimize the sales team's contribution to the company's key fundamental processes. It concludes with an overview of the future challenges of sales management.

4402 РУБ



Rouven Wohlbrück Customer Care Systems of Low Cost Airlines. An Analysis Ryanair

Seminar paper from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,0, Plekhanov Russian University of Economics, course: International Marketing, language: English, abstract: The purpose of this paper is to show how a low cost airline can implement a customer care system into its organizational structure to increase its customer satisfaction. The current paper observes the customer service of the chosen company, which operates in the aviation business sector. As an example I have chosen Ryanair as a low cost airline. In this paper I will at first address the chosen sector and give a brief overview over its specifications. For this I will also differentiate the low cost airlines from the full service airlines to point out the primary strategic thoughts on how to achieve customer satisfaction. Secondly I will briefly describe the low class airline of choice. In this part I will concentrate on a short overview over the airlines organizational structure and financial standing to later determine whether and if where to import a customer care system or new parts of the system, which are currently missing. Thirdly I will make a step by step analyses of the company's current customer care system in regards to its impact on the customer satisfaction. For this I will concentrate on the customer care principles as bespoken in the lectures as well as the customer satisfaction model. I will at last make...

2102 РУБ



Kelly McDonald Crafting the Customer Experience For People Not Like You. How to Delight and Engage Customers Your Competitors Dont Understand

Deliver a better business experience, for every kind of customer A «one-size fits all» approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organizations customer service. Its an empowering thought. Customer service is 100% in your control at all times and its more important than ever.

1661.87 РУБ



Duke Speed Advance Agent Planning Guide - The Executive Protection S for Conducting Operations

Written for security force professionals by a recognized expert, this is a must read for security personnel responsible for planning foreign or domestic travel and events requiring protection services. The Advance Agent Planning Guide–The Executive Protection Specialist’s Guide for Conducting Advance Operations is an easy to use professional reference manual that provides detailed step-by-step procedures for the planning and conduct of executive protection advance operations. The book is ideal for members of federal, state, tribal, and municipal-level governments, as well as professionals of the public safety, military, homeland security, law enforcement, and private sector security industries. The Advance Agent Planning Guide provides executive protection advance agents with a series of current, practical, and user-friendly planning checklists for their use in planning operations.

3189 РУБ



Robert E. Levinson Customer Service Savvy. The Key to Your Business Success

This book is about all forms of interpersonal relationships—which we commonly call customer service—whether your company is a doctor’s office, retail store, restaurant, law firm, nonprofit organization or any other business. Even if you generally rely on social media, texting or email for basic communication, eventually everything boils down to one human being talking to another human being. I intend this book to be a wake-up call for people. We need to stress the value of good customer service, because good customer service promotes strong relationships and complements sound business strategies. Learn to be successful in your business relationships and you will be successful in your business.

1652 РУБ



Phyllis W. Schwebke, Margaret B. Krohn How to Sew Leather, Suede, Fur

"How to Sew Leather, Suede, Fur" is a practical, detailed guide to the techniques of sewing with skins and furs. From pre-sewing operations to finishing touches, here are illustrated instructions for every step in creating luxurious garments.

1066 РУБ



Claire Boscq Scott Thrive with The Hive

""A practical guide to service excellence with lessons from nature's most powerful business organisation - The Beehive"".The Busy Queen Bee takes a look at the importance to a successful business of its customers. She uses a powerful analogy from Nature, describing the work of the humble Bee and its ultra efficient work ethic. Beehives are fascinating, well-oiled machines; the similarities with the running of a business and the running of the Hive are incredible. Adapting some of their work ethic and re-focusing businesses to create a real service culture throughout their organisation is the key to success during those challenging time. In this Customer Service book, the Busy Queen Bee describe her very own view of the delivery of Customer Excellence. She has created 10 simple steps to follow on how to look after your internal and external customers, delighting them and creating exceptional customer experience and ultimately creating a real service culture within your organisation.

1852 РУБ



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Their Law — The Prodigy | Last.fm

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The Prodigy: Their Law: The Singles Album Review | Pitchfork

Liam Howlett fittingly called his "group" the Prodigy, even if everyone in the U.S. only remembers the guys with the Union Jack shirts and bonsai haircuts.

Джульетт Льюис — фильмы — КиноПоиск

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The Prodigy - Their Law - The Singles 1990-2005 | Discogs

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How Lee Radziwill Supported Her Sister Jackie Kennedy...

Jackie Kennedy's sister Lee Radziwill passed away on Friday at the age of 85. Following Radziwill's death, Jackie Kennedy's secret service agent Clint Hill recalls how she was there for her sister following JFK's assassination. Following John F. Kennedy's assassination in 1963, his widow Jackie was publicly focused on preserving her late husband's legacy. But behind the scenes, the former first lady was leaning on her sister, Lee Radziwill for support.

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The Prodigy - Текст песни Their Law + перевод на Русский

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6452 РУБ



Liz Kao S For Dummies

Your all-access guide to reaping the benefits of Salesforce.com Salesforce.com has a rapidly expanding influence over the way companies across the globe interact with their clientele. Written by Salesforce.com insiders with years of experience in customer relationship management (CRM) solutions, Salesforce.com For Dummies gives you an edge in building relationships and managing your companys sales, marketing, customer service, and support operations. Youll discover how to organize contacts, schedule business appointments, use forecasting tools to predict upcoming sales, create accurate projects based on past performance, and so much more. A customizable, on-demand CRM solution, Salesforce.com allows businesses to organize and manage all of their customer information—leads, opportunities, contacts, accounts, cases, and solutions—in one place. Whether youre a Windows or Mac user, this down-to-earth, friendly guide shows you how to maximize Salesforce.coms capabilities to close deals faster, gain real-time visibility into sales, and collaborate instantly. Customize the new user interface with apps, widgets, and tools Prospect leads, drive sales, and provide outstanding customer service Manage contacts, identify opportunities, and analyze your results Collaborate with colleagues using Chatter If youre new to Salesforce.com or an existing user looking for the latest tips and tricks to maximize its potential, this friendly guide has you covered.

1997.58 РУБ



Richard Keegan, Eddie OKelly LEAN SERVICE. A Practical Guide for SME Owner/Managers

Lean is about VALUE ... the creation, delivery and retention of value. In a service business, the delivery of value is very much customer- or client-dependent. The client defines what they see as 'value', not the business. The most successful service businesses understand this very well and spend much time and effort working to better understand their customers and to meet their spoken needs and often unspoken wants. To understand how Lean concepts can be applied to a service business, you need to know a little about Lean Principles, Lean Rules, Lean Questions and Lean Tools. Read on ... LEAN SERVICE includes case studies showing how Lean Service has been applied in companies as diverse as Deutsche Post DHL, DirectSki.com, Grant Thornton, Irish Rail, Musgrave Group, Openet, Parker Advertising and Thornton Partners.

3952 РУБ



Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role Satisfaction

The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.

5239 РУБ



Bruce Loeffler The Experience. 5 Principles of Disney Service and Relationship Excellence

Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience ­– the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles – Impression, Connection, Attitude, Response, and Exceptionals – give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the «customer experience» should be for your company, and the changes required to make it happen. The Walt Disney Company is the most recognized name in the world for customer service. The «Disney Experience» draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find «the experience» and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isnt enough in todays marketplace, where everyones looking for an experience.” Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insiders perspective.

1665.21 РУБ



John Tanner F. Analytics and Dynamic Customer Strategy. Big Profits from Data

Key decisions determine the success of big data strategy Dynamic Customer Strategy: Big Profits from Big Data is a comprehensive guide to exploiting big data for both business-to-consumer and business-to-business marketing. This complete guide provides a process for rigorous decision making in navigating the data-driven industry shift, informing marketing practice, and aiding businesses in early adoption. Using data from a five-year study to illustrate important concepts and scenarios along the way, the author speaks directly to marketing and operations professionals who may not necessarily be big data savvy. With expert insight and clear analysis, the book helps eliminate paralysis-by-analysis and optimize decision making for marketing performance. Nearly seventy-five percent of marketers plan to adopt a big data analytics solution within two years, but many are likely to fail. Despite intensive planning, generous spending, and the best intentions, these initiatives will not succeed without a manager at the helm who is capable of handling the nuances of big data projects. This requires a new way of marketing, and a new approach to data. It means applying new models and metrics to brand new consumer behaviors. Dynamic Customer Strategy clarifies the situation, and highlights the key decisions that have the greatest impact on a companys big data plan. Topics include: Applying the elements of Dynamic Customer Strategy Acquiring, mining, and analyzing data Metrics and models for big data utilization Shifting perspective from model to customer Big data is a tremendous opportunity for marketers and may just be the only factor that will allow marketers to keep pace with the changing consumer and thus keep brands relevant at a time of unprecedented choice. But like any tool, it must be wielded with skill and precision. Dynamic Customer Strategy: Big Profits from Big Data helps marketers shape a strategy that works.

3327.08 РУБ



Mark Daskin S. Service Science

A comprehensive treatment on the use of quantitative modeling for decision making and best practices in the service industries Making up a significant part of the world economy, the service sector is a rapidly evolving field that is relied on to dictate the publics satisfaction and success in various areas of everyday life, from banking and communications to education and healthcare. Service Science provides managers and students of the service industries with the quantitative skills necessary to model key decisions and performance metrics associated with services, including the management of resources, distribution of goods and services to customers, and the analysis and design of queueing systems. The book begins with a brief introduction to the service sector followed by an introduction to optimization and queueing modeling, providing the methodological background needed to analyze service systems. Subsequent chapters present specific topics within service operations management, including: Location modeling and districting Resource allocation problems Short- and long-term workforce management Priority services, call center design, and customer scheduling Inventory modeling Vehicle routing The authors own specialized software packages for location modeling, network optimization, and time-dependent queueing are utilized throughout the book, showing readers how to solve a variety of problems associated with service industries. These programs are freely available on the books related web site along with detailed appendices and online spreadsheets that accompany the books «How to Do It in Excel» sections, allowing readers to work hands-on with the presented techniques. Extensively class-tested to ensure a comprehensive presentation, Service Science is an excellent book for industrial engineering and management courses on service operations at the upper-undergraduate and graduate levels. The book also serves as a reference for researchers in the fields of business, management science, operations research, engineering, and economics. This book was named the 2010 Joint Publishers Book of the Year by the Institute of Industrial Engineers.

12628.91 РУБ



Calvin Monroe Challenging in Delivering Quality Services. Balancing Customer Expectations and Perceptions Airline Industry

Bachelor Thesis from the year 2012 in the subject Business economics - Operations Research, grade: A, King`s College London, language: English, abstract: Norwegian airline operator has been offering airline services for quite a long time, frequently among the Scandinavian countries. However, the condition for service quality has been deteriorating for the last couple of decade. Despite the many researches done to dig out the factors that could be adjusted to favour service quality, not much has been seen to change. This study was aimed at conducting an exploratory survey in the grounds of the Norwegian company to find out the recommendations for the company's quality service. We issued self-governed questionnaires to the customers at the waiting room, who were rather waiting for flight take off. A focus group discussion was also conducted by the group to engage the passengers in a dialogue that involved customer service quality expectations and perceptions. During the survey period which took six days, we interacted with the customers and show them the need for their genuine response towards the questions asked. A well elaborated questionnaire was distributed to the customers who answered them as they awaited the operator services. The customers answered the questions at their own pace, giving their opinions independently. The sampled population was made-up of 120 customers taking on flights among the Scandinavian countries at Oslo Airport. The answers were analysed and d...

2989 РУБ



John R. DiJulius, III Whats the Secret?. To Providing a World-Class Customer Experience

Whats the Secret? gives you an inside look at the world-class customer service strategies of some of todays best companies. Youll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the worlds best customer service providers.

2234.04 РУБ



James Vickery Infinite Scale. The ultimate guide to growth for Managed Service Providers

Most Managed Service Providers spend their days putting out fires – from dealing with cash flow and finance issues to fixing customer problems to hiring, training, managing and sometimes losing staff! Infinite Scale is about transforming your mindset and getting your business under control. It’s about scaling up so you can take advantage of the tremendous opportunities out there.This book will teach you how to:• keep the leaky sales bucket overflowing with new opportunities• scale up to land bigger deals• build momentum and rhythm in your business• deploy outsourcing in your business and scale rapidly• get control of your day.Infinite Scale is a practical guide that turns the “MSP techie” into an “MSP entrepreneur”. James will help you get focused where you need to be: on sales and rapid, profitable growth.

2089 РУБ



Evans Mark J. The Chemists Companion Guide to Patent Law

Written by an individual with experience as both a chemist and a patent attorney, The Chemists Companion Guide to Patent Law covers everything the student or working chemist needs to know about patentability, explaining important concepts of patent law (such as novelty, non-obviousness, and freedom-to-operate) in easy-to-understand terms. Through abundant examples from case law as well as real-world situations with which a researcher might be faced, this book provides readers with a better understanding of how to put that knowledge into practice.

9751.44 РУБ



Shane Green Culture Hacker. Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance

HACK YOUR WORKPLACE CULTURE FOR GREATER PROFITS AND PRODUCTIVITY «I LOVE THIS BOOK!» —CHESTER ELTON, New York Times bestselling author of All In and What Motivates Me «When companies focus on culture, the positive effects ripple outward, benefiting not just employees but customers and profits. Read this smart, engaging book if you want a practical guide to getting those results for your organization.» —MARSHALL GOLDSMITH, executive coach and New York Times bestselling author «Most books on customer service and experience ask leaders to focus on the customer first. Shane turns this notion on its head and makes a compelling case why leaders need to make satisfied employees the priority.» —LISA BODELL, CEO of Futurethink and author of Why Simple Wins «This is a must read for anyone in a customer service-centric industry. Shane explains the path to creating both satisfied customers and satisfied employees.» —CHIP CONLEY, New York Times bestselling author and hospitality entrepreneur The question is not, «does your company have a culture?» The question is, «does your company have a culture that fosters outstanding customer experiences, limits employee turnover, and ensures high performance?» Every executive and manager has a responsibility to positively influence their workplace culture. Culture Hacker gives you the tools and insights to do it with simplicity and style. Culture Hacker explains: Twelve high-impact hacks to improve employee experience and performance How to delight and retain a multi-generational workforce The factors determining whether or not your employees deliver outstanding customer service

1998.25 РУБ



Ann Thomas Pay Attention!. How to Listen, Respond, and Profit from Customer Feedback

Make customer feedback work for your business. Customers are speaking loud and clear through a miriad of mediums. Evidence shows that customers will no longer stand for the hurried and complacent service that has become the norm. They are looking for a positive, memorable experience. Organizations that provide that level of service will earn their loyalty. Customers base their decisions on nothing more than a positive or negative review of your product and/or service. Pay Attention! paves the way. Your company wins when you: Understand Customer Expectations Embrace and implement The RATER Factors Define who you are and what you offer Become E.T.D.B.W. (Easy To Do Business With) Connect with your audience in all mediums React appropriately and respond immediately to customer feedback Recover sincerely when things go wrong All you need is to Pay Attention!

1661.87 РУБ



Rick Segel Retail Business Kit For Dummies

Whether you’re a novice or a seasoned retail entrepreneur, Retail Business Kit For Dummies shows you how to start and run your business in today’s retail marketplace—from your original dream and the day-to-day operation to establishing a connection with customers and increasing your sales, both on the Web and at a brick-and-mortar shop. In this practical, how-to guide, retail expert Rick Segel shares his expertise and reveals what it takes to be successful. You’ll get a handle of the basics of launching and growing your business, from writing a business plan and finding a great location to hiring and keeping great staff. Find out how to meet and exceed customer expectations, create a positive shopping experience, provide top-notch customer service, and earn customer loyalty. Discover how to: Launch a successful independent retail business Create a Web site that shines Connect with customers and increase sales Handle legal and accounting issues Design stores that really work Practice the 10 keys to retail selling Use management practices proven in the trenches Make visual merchandising work for you Make your new venture succeed beyond your wildest dreams with a little help from Retail Business Kit For Dummies! Note: CD-ROM/DVD and other supplementary materials found in the print version of this title are not included as part of eBook file.

2796.88 РУБ



Joseph Graskemper P. Professional Responsibility in Dentistry. A Practical Guide to Law and Ethics

Professional Responsibility in Dentistry: A Practical Guide to Law and Ethics integrates dental law, risk management, professionalism, and ethics, as all are interrelated in everyday practice. Beyond theory, the fact-based approach of this book shows examples of various situations the dentist may face. Dr. Graskemper addresses a range of topics, from legal concepts and regulation of dentistry to professionalism and ethics. He points out specific issues in the practice of dentistry, particularly those that confront new dentists and dentists with new practices. True Cases throughout the book walk readers through real-world examples of complex situations and discuss the proper way to handle them with attention to the legal, ethical, and practice management ramifications. These include patient charting, professional criticisms, child neglect, associateships, patient refunds, and more.

4520.47 РУБ



Joseph Graskemper P. Professional Responsibility in Dentistry. A Practical Guide to Law and Ethics

Professional Responsibility in Dentistry: A Practical Guide to Law and Ethics integrates dental law, risk management, professionalism, and ethics, as all are interrelated in everyday practice. Beyond theory, the fact-based approach of this book shows examples of various situations the dentist may face. Dr. Graskemper addresses a range of topics, from legal concepts and regulation of dentistry to professionalism and ethics. He points out specific issues in the practice of dentistry, particularly those that confront new dentists and dentists with new practices. True Cases throughout the book walk readers through real-world examples of complex situations and discuss the proper way to handle them with attention to the legal, ethical, and practice management ramifications. These include patient charting, professional criticisms, child neglect, associateships, patient refunds, and more.

4635.26 РУБ




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