Customer Service Pocketbook

Download or read book Customer Service Pocketbook written by Sean McManus and published by Management Pocketbooks. This book was released on 2013-01-01 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Managing Customer Service Pocketbook written by Andy Cross and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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'!

Download or read book Key Account Manager's Pocketbook written by Roger E. Jones and published by . This book was released on 2013-09 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book The Woodworker's Pocket Book written by Charles Hayward and published by . This book was released on 2021-03 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Tarascon Medical Procedures Pocketbook written by Joseph S. Esherick and published by Jones & Bartlett Publishers. This book was released on 2011-06-27 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tarascon Medical Procedures Pocketbook is an evidence-based, point of care reference guide to common ambulatory care and hospital procedures. This pocket reference is the perfect resource for the indications, contraindications, necessary equipment, step-by-step technique, fluid analysis, complications and coding for the 45 most commonly performed medical procedures. Tarascon Medical Procedures Pocketbook is packed with over 200 tables and figures that depict the proper technique used for performing each procedure. Tarascon Medical Procedures Pocketbook is an essential medical reference for clinicians, medical students, residents and midlevel providers who perform medical procedures in outpatient or inpatient settings. Click here to view the corrected image 7-3 Running Stitch.

Download or read book Health and Safety Pocket Book written by Jeremy Stranks and published by Routledge. This book was released on 2007-03-14 with total page 459 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Health and Safety Pocket Book is a handy reference tool for practising health and safety professionals, auditors, managers, HR personnel, employee representatives and anyone with health and safety responsibilities. It is an essential compilation of guidance, data and checklists covering a wide range of health and safety topics, supported by extensive key glossary terms. The A-Z arrangement within the chapters and extensive cross-referencing make the book easy to navigate, while its size and scope make it the ideal volume for ready reference and site visits. The book will also be useful for health and safety courses at all levels. Key features include: The principal health and safety legal requirements for every industry Safety management elements and systems Checklists for major hazards affecting all industries A wealth of charts, hard to remember details and data A glossary of the main concepts of health and safety A list of important health and safety courses, publications and organisations Jeremy Stranks has over 40 years' experience in occupational safety and health enforcement, management consultancy and training. He is a founding member of NEBOSH and has lectured on all aspects of health and safety. His company Safety & Hygiene Consultants offers organisations advice in the preparation of Statements of Health and Safety Policy, risk assessment and safety monitoring procedures, together with in-house training for all levels of management. He also undertakes expert witness work in both criminal and civil cases.

Download or read book The Environmental Design Pocketbook written by Sofie Pelsmakers and published by Routledge. This book was released on 2019-10-23 with total page 482 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Environmental Design Pocketbook 2nd ed places the information you need for sustainable, low energy building design at your fingertips. Packed with diagrams, tools and tips, it cuts through the complex mass of technical data and legislation that faces the designer, and distils all the key guidance into a single reference that is quick, easy to use and points to the facts, figures and performance data that are most important. This 2nd edition is now fully up-to-date with the latest Building Regulations Part L and F legislation (England and Wales), RIBA Plan of Work 2013, new information on the Green Deal and Zero Carbon and contains revised references and further reading sections throughout. Whether used in the classroom, office or on-site, the book guides the designer through the entire process; from the fundamentals to the building details. From future-proofing for a changing climate to rainwater harvesting, retrofit, and zero-carbon technologies - the Pocketbook has got it covered.