Monday Morning Customer Service

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Monday Morning Customer Service

Author : David Reed
ISBN : 0974640328
Genre : Business & Economics
File Size : 41.38 MB
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Monday Morning Customer Service is a powerful story about how to develop and keep loyal customers. It is written from the perspective of a person recently promoted to director of customer service and his interaction with a successful mentor.
Category: Business & Economics

Monday Morning Leadership

Author : David Cottrell
ISBN : 0971942439
Genre : Business & Economics
File Size : 34.95 MB
Format : PDF, ePub, Mobi
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The best business books are brief, clear and pertinent. Monday Morning Leadership fits all of those requirements. You can read the whole book in a few minutes . . . and think about and apply what you learned for a lifetime. The format is around a man who's struggling as a manager. His operation isn't performing well. His boss isn't happy. He's not happy. He doesn't have time to be with his family or to do what he likes to do. It looks like his career has peaked . . . and his job may be in jeopardy. What to do?
Category: Business & Economics

What Do I Do On Monday Morning A Daily Guide To Organizational Success

Author : Harold Monty Sacher
ISBN : 9781625165435
Genre : Business & Economics
File Size : 26.74 MB
Format : PDF, ePub
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Author Monty Sacher has specialised in the development and implementation of performance improvement systems that have enhanced employee capability in both the private and public sectors for the past 25 years. His book is designed as a daily reference guide that will improve the organizational performance of your business, using the proven Sacher Associates systems. What do I do on Monday morning? lays out a template for performance improvement that provides sequenced and practical daily actions and advice. It can be read as a book, and can then be used as a handy daily reference tool. The guide is designed to sit on your desk as an ongoing reminder of what you need to do to keep your business on track! Harold Monty Sacher is a business consultant and the head of Sacher Associates in Melbourne, Australia. "Sacher is now considered one of the world's leading lights when it comes to managing performance in organizations." - The Corporate Manager Publisher's website: http: // Author's website: http: //
Category: Business & Economics

Customer Service

Author : Penni McLean-Conner
ISBN : 1593700539
Genre : Business & Economics
File Size : 78.73 MB
Format : PDF, ePub
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"Whether you work for a co-op or municipal utility, for gas, electric, or water, you'll find the best practices and proven strategies to reduce customer care costs in this book to be invaluable!"--Jacket.
Category: Business & Economics

No Bullshit Social Media

Author : Jason Falls
ISBN : 9780132748902
Genre : Business & Economics
File Size : 31.12 MB
Format : PDF
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The In-Your-Face, Results-Focused, No-“Kumbaya” Guide to Social Media for Business! Detailed techniques for increasing sales, profits, market share, and efficiency Specific solutions for brand-building, customer service, R&D, and reputation management Facts, statistics, real-world case studies, and rock-solid metrics Stop hiding from social media--or treating it as if it’s a playground. Start using it strategically. Identify specific, actionable goals. Apply business discipline and proven best practices. Stop fearing risks. Start mitigating them. Measure performance. Get results. You can. This book shows you how. Jason Falls and Erik Deckers serve up practical social media techniques and metrics for building brands, strengthening awareness, improving service, optimizing R&D, driving better leads--and closing more sales. “Conversations” and “communities” are wonderful, but they’re not enough. Get this book and get what you really want from social media: profits. Think social media’s a passing fad? Too risky? Just a toy? Too soft and fuzzy? Not for your business? Wake up! It’s where your customers are. And it ain’t going away. Does that suck? No. It doesn’t. Do social media right, and all those great business buzzwords come true. Actionable. Measurable. And...wait for comes the big one. Profitable. Damn profitable. Want to know how to do it right? We’ll show you. And, yeah, we know how because we’ve done it. This is the bullshit-free, lie-free, fluff-free, blessedly non-New-Age real deal. You’re going to learn how to use social media to deliver absolutely killer customer service. How to R&D stuff people actually want. Develop scads of seriously qualified leads. You’ll figure out what you want. You know, the little things like profits, market share, loyalty, and brand power. You’ll figure out how to measure it. And then you’ll go get it. One more thing. We know what scares you about social media. Screwing up (a.k.a., your mug on the front page of The Wall Street Journal). So we’ll tell you what to do so that won’t happen. Ever. No B.S. in this book. Just facts. Metrics. Best practices. Stuff to warm the hearts of your CFO, CEO, all your C-whatevers. And, yeah, you. So get your head out from under the pillow. Get your butt in gear. Let’s go make some money.
Category: Business & Economics

Monday Morning Moments

Author : June Jones
ISBN : 9781532016783
Genre : Self-Help
File Size : 73.31 MB
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In this unique work Monday Morning Moments, June Jones offers insights into the timeless messages for everyday living that the Bible presents. Writing early every Monday morning has been a way for her to reach out to others and share her Holy Spirit-inspired words of wisdom and encouragement. The author finds that writing early on Monday morning is a way to prioritize ones daily activities and free the mind from doubt and worry. Writing on a variety of topics, such as leadership, making choices, and godly living, the author uses scripture and gentle encouragement to nudge readers to a new understanding of both obstacles and blessings. She encourages her readers to take up writing themselves, whether to tell someone they are loved or missed, to remember the good and work on the bad, to take a stand against oppression, or to remember lifes important events.
Category: Self-Help

Our Great Customer Service In Our Great United States

Author : Faye Mcghee
ISBN : 9781483666907
Genre : Education
File Size : 58.77 MB
Format : PDF, Kindle
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As I have said so many times in my life Knowledge is power and when you know what is going to happen and you come to expect it you can deal with it a lot better. We cannot let the terrible customer service we get defi ne us though. I have found that when customers are rude, mean or demanding it is because they have allowed the customer service representatives to make them that way. Control your own life and do not allow the customer service representative to do it for you. I feel that if I have a lot of stress in my life and I can deal with the craziness of our terrible customer service representatives without going postal so can everyone else. As I said before control your own life. When the guy at the cash register stares blankly at you and ask you for your discount card and you just handed it to him just smile and point to it. You are on your way home at this point anyway.
Category: Education

Service Ability

Author : Kevin Robson
ISBN : 9781118457856
Genre : Business & Economics
File Size : 38.99 MB
Format : PDF, Kindle
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Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of ‘service’ where the relationship between an organization and the customer is an integral part of the "product" offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability. Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us. Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent service we regularly receive. We appear to have lost sight that people do business with people. Through efficient technology, our organisations may be serviceable but they are not service able. The arrival of Generation Y and the developments in social media, provide businesses with a whole new way to engage with their customers, but also provide a new way for customers to rate companies, products and services: not always in a positive manner. ‘Like’ or ‘#Fail’ have become part of our social language. Organizations that refocus on the need to treat customers in a way that satisfies them, and not the technology, will have better customer retention, lower costs of replacement and will build their brand value through better reputations. Service-Ability delves deeply into these areas to show how today's managers need to re-think the way we structure, manage, lead and organize our companies to achieve total ‘customer-centric’ work cultures that develop lasting relationships with customers.
Category: Business & Economics

Customer Romance

Author : J. N. HALM
ISBN : 9781491896792
Genre : Business & Economics
File Size : 25.91 MB
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CUSTOMER ROMANCE “A New Feel of Customer Service” Is about creating love – not just any love, but love that rewards. It is a book for business owners, leaders, managers or professionals who want to become darlings to all their customers. It is for the individual (or business) that intends to bring some sunshine into the lives of customers. This is a book about how a business can win the hearts (and pockets) of its customers in a long-lasting relationship. CUSTOMER ROMANCE is a staunch supporter of a relationship selling concept as against the transactional selling concept. This book advocates that no matter how much a business stands to lose in the short-run when it practices relationship building, in the long-run the relationship pays off. CUSTOMER ROMANCE debates that the most important ingredient in building a successful business is TRUST. However, trust is best established in a “romantic” relationship not in a mere transaction.
Category: Business & Economics

The Heart S Filthy Lesson

Author : Sheldon L'henaff
ISBN : 9781426965524
Genre : Fiction
File Size : 84.30 MB
Format : PDF, ePub
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For seven years, Eli and Dutch have maintained a unified appearance as the best of friends As co-workers in a call centre positioned for expansion, on the surface their friendship couldnt appear to be more picture perfect. However their countless nights out fuelled by random encounters and party prescriptions have started to unearth some of the darker secrets between them, keeping their close friendship teetering on the brink of implosion. And while one of Dutchs secrets is barely holding the fractured relationship with Eli together, a shift in office dynamics not only threatens their bond, but more importantly Elis deliberate carelessness prompts Dutch to reevaluate the choices killing their friendshipand him
Category: Fiction

Never Say No Comment

Author : Ian Taylor
ISBN : 0969736932
Genre : Language Arts & Disciplines
File Size : 40.69 MB
Format : PDF, Kindle
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- Go behind the scenes of 'Spin College' a top-secret media training centre where the Reporter From Hell teaches an engineer, a customer service executive and a police chief to use the common sense language of professional spokespersons. - Play the Spin Doctor's Game to avoid the traps of negative messages and negative people. - Write a One-Minute Power Message about the most important issues in your life or career, using a simple template.
Category: Language Arts & Disciplines

On Great Service

Author : Leonard L. Berry
ISBN : 9781439105269
Genre : Business & Economics
File Size : 47.20 MB
Format : PDF, Kindle
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Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service. This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation. Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's "operating manual" for turning plans for great service into action.
Category: Business & Economics

Land Of Shadows

Author : Rachel Howzell Hall
ISBN : 9781783292738
Genre : Fiction
File Size : 44.73 MB
Format : PDF, ePub, Docs
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Along the ever-changing border of gentrifying Los Angeles, a seventeen-year-old girl is found dead at a construction site, hanging in the closet of an unfinished condominium. Homicide detective Elouise “Lou” Norton's new partner Colin Taggert, fresh from the Colorado Springs police department, assumes it's a teenage suicide. Lou isn't buying the easy explanation. For one thing, the condo site is owned by Napoleon Crase, a self-made millionaire... and the man who may have murdered Lou's missing sister thirty years ago. As Lou investigates the death of Monique Darson, she uncovers undeniable links between the two cases. She is convinced that when she solves Monique's case she will finally bring her lost sister home. But as she gets closer to the truth, she also gets closer to a violent killer. After all this time, can he be brought to justice... before Lou becomes his next victim? “Fast, funny, heartbreaking and wise... Elouise Norton is the best new character you'll meet this year, and Rachel Howzell Hall is the best pure storyteller you'll read this year.” Lee Child, New York Times bestselling author “Spellbinding. Gritty. Original, complex, profound and riveting... Prepare to be blown away.” Hank Phillippi Ryan Anthony, Agatha and Mary Higgins Clark Award-winning author “Intense, gritty and absolutely riveting... her most dazzling accomplishment is bringing to life LAPD detective Lou Norton, whose passionate voice is still reverberating in my head. A phenomenal book.” Hilary Davidson Anthony Award winning author of Blood Always Tells “A hard-hitting tale of a modern, complex Los Angeles. Well-written and deftly paced... a story that stays with you after the last page is read.” Gary Phillips author of Warlord of Willow Ridge
Category: Fiction

Monday Morning Motivation

Author : David Cottrell
ISBN : 9780061965999
Genre : Business & Economics
File Size : 85.81 MB
Format : PDF, ePub
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From David Cottrell, author of Monday Morning Choices and Monday Morning Mentoring, comes Monday Morning Motivation, the latest addition to his Monday Morning series. This step-by-step guide explains how to generate the positive energy found in successful organizations, providing readers with the tools to discover Synchronization, Speed, Communication, Customer Focus, and Integrity—five vital energy conductors to motivate their teams, customers, and profits.
Category: Business & Economics

Btec First Business Level 2 Assessment Guide Unit 4 Principles Of Customer Service

Author : Carole Trotter
ISBN : 9781444186857
Genre : Study Aids
File Size : 39.60 MB
Format : PDF, Docs
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Take the guesswork out of BTEC assessment with sample student work and assessor feedback for all pass, merit and distinction criteria. By focusing on assessment this compact guide leads students through each pass, merit and distinction criterion by clearly showing them what they are required to do. Helps your students' to tackle the new exam with confidence with mock examination questions together with answers and feedback Provides a sample student answer for every single pass, merit and distinction criterion, together with detailed assessor's comments on how work can be improved, so that students know exactly what their work needs to show to hit their grade target Includes realistic model assignments that provide an opportunity to generate all evidence, with each criterion and grade clearly indicated. Supports students with detailed revision-style summaries of all the learning aims from the unit allowing them to quickly find the facts and ideas they will need for their assessment. Enables you to customise your course to the units you deliver when used alongside other guides in the series
Category: Study Aids

Harvard Business Review On Increasing Customer Loyalty

Author : Harvard Business Review
ISBN : 9781422171967
Genre : Business & Economics
File Size : 20.2 MB
Format : PDF, ePub
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How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: - Turn angry customers into loyal advocates - Get more people to recommend you - Boost customer satisfaction by satisfying your employees - Focus on profitable customers--whether they're loyal or not - Invest in the right CRM technology for your business - Mine customer data for more effective marketing - Increase your customers' lifetime value
Category: Business & Economics

The Executive Guide To Implementing Quality Systems

Author : Peter Mears
ISBN : 1884015530
Genre : Business & Economics
File Size : 20.51 MB
Format : PDF, Mobi
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Presenting an unusual and unique system for Continuous Quality Improvement (CQI), this new book is geared for executives who want or need to support quality improvement in their organizations. It is the contributions made by CEO's and upper management that moves the quality process forward, and because of this structure, The Executive Guide to Implementing Quality focuses on the concepts, thinking, and systems necessary for management to operationalize the CQI philosophy. Because quality is not a management problem but rather a problem that involves and requires all people working together at all levels to participate and cooperate, management must engage the organization in the processes that will improve the quality of their goods or services. It is, however, management's job to lead, organize, structure, motivate, and involve the organization in those strategies and systems that will ensure quality improvement. This book explains how to do that. Readers are given a series of exercises and explanations that will help them master the skills and understanding required to identify the management systems they need to support their quality improvement. After reading about a concept, they are asked to contribute to exercises designed to inspire creative and innovative thinking and the exploration of multi-functional options. And because it is the job of management to initiate the quality movement, this book shows how to change defensive thoughts like "that won't work for me" into "what is there that will work here." In addition to showing management how to take the lead in installing CQI in their organization, it also shows how to install the concepts through leadership teams, how to bring out the best in people, how to get top performance from employees and become a world-class organization, and how to reinforce the behaviors necessary to achieve the visions and goals of the organization. This workbook is an easy-and-quick-to-use guide that shows how to identify the support systems that generate desirable outcomes and reinforces them through positive actions.
Category: Business & Economics

Upside Down Management

Author : John Timpson
ISBN : 0470661917
Genre : Business & Economics
File Size : 88.63 MB
Format : PDF, ePub
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There's a lot of hot air in the world of business. Wouldn't it be nice just to hear some common sense? That's exactly what John Timpson has got. After four decades running his family business and turning it into one of the high street's biggest success stories, he really knows what works and what doesn't. Upside Down Management shares with you all the wisdom he's accumulated in that time. From being the CEO to his trademark 'upside down management', and from breaking the rules to following your conscience, this book tells it like it is. Upside Down Management is a fantastic insider's view of what really makes a family business tick.
Category: Business & Economics