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This Second Edition has been substantially revised keeping in view the continued demand and requirement for excellence in services management. In addition to presenting the concepts within which innovative processes and practices can develop, the author discusses the new technologies, products and applications that have emerged. The appeal of the book lies in the way the author has integrated the various dimensions of services management, including people management, relationship marketing, strategies for growth and managing information in the knowledge economy.
Customer services --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations --- Management.
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Create a service advantage with the help of customer service guru Ron Zemke.
Customer services --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations
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Service computing is a cross-disciplinary field that covers science and technology, and represents a promising direction for distributed computing and software development methodologies. It aims to bridge the gap between business services and IT services by supporting the whole lifecycle of services innovation. Over the last ten years applications in industry and academic research have produced considerable progress and success Service Computing: Concept, Method and Technology presents the concept of service computing and a proposed reference architecture for service computing research bef
Customer services --- Information technology. --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations
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Customer relationship management (CRM) strategies have become increasingly important worldwide due to changes in expectations from customers as well as changes in the nature of markets. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. This book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers.
Customer services. --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations --- Business strategy
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Relationship marketing --- Marketing --- Customer services --- Relationship marketing. --- Management --- Quality control --- Quality control. --- Management. --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations --- Business logistics
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Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: find and retain service-oriented people; get to know customers intimately; build a service vision; train and coach; create and maintain a service management process that aligns people, systems, and customers; involve and empower employees; recognize and reward good performance.
Customer services. --- Customer services --- Commerce --- Business & Economics --- Marketing & Sales --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations
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Customer services. --- Customer services --- Commerce --- Business & Economics --- Marketing & Sales --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations
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"This is a book that will help anyone who deals with customers. It is a wonderful blend of wisdom and insight that deals with the everyday relationships between the customer and service representative.". Joe Breniser, President. Creative Training Institute "An insightful look as to why customers don't always receive first class service and how we all like to be treated." Jerry Drake, Business Manager. Liquid Control Corporation "An exceptional Tool Kit‚ that is a must for every employee in an organization that has communications with customers. Professional, insightful, real-life respon
Customer services. --- Customer services --- Marketing & Sales --- Commerce --- Business & Economics --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations
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Customer services. --- Customer services --- Commerce --- Business & Economics --- Marketing & Sales --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations --- Klantendienst.
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Do you make a good impression when you answer the phone? Do you sell your company and create Moments of Magic for your customers, or do you hurry callers off the line because you are so busy? Most businesses receive more phone calls than any other form of contact, so an effective telephone manner is your single most powerful business tool. It's your chance to grow your business by establishing loyal customers, because they had a positive, powerful experience on the phone.The Telephone Skills eReport is a concise overview of the most essential components of an effective telephone manner. You'll be able to read the report quickly, and apply your newly learned telephone skills right away-immediately leading to increased success for your career and your company.Topics covered include: Creating a powerful first impression when you answer the phone Maintaining a positive attitude while on the phone Avoiding the most common telephone mistakes Creating and sustaining the loyalty of your customers through the phone.
Telephone in business --- Telephone etiquette. --- Customer services. --- Commerce --- Business & Economics --- Marketing & Sales --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations --- Telephoning --- Etiquette --- Business
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