Cómo evaluar y mejorar el servicio al cliente de su empresa: una guía de ayuda

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Author :
Publisher : Ediciones de la Universidad de Castilla La Mancha
ISBN 13 : 8490444994
Total Pages : 102 pages
Book Rating : 4.4/5 (94 download)

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Book Synopsis Cómo evaluar y mejorar el servicio al cliente de su empresa: una guía de ayuda by : Luis Alfredo Ferrer Bauza

Download or read book Cómo evaluar y mejorar el servicio al cliente de su empresa: una guía de ayuda written by Luis Alfredo Ferrer Bauza and published by Ediciones de la Universidad de Castilla La Mancha. This book was released on 2022-05-04 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt: Llamaremos gobierno al universo del dueño, propietario, socios, comité de dirección, presidente, asesores externos y llamaremos gestión al universo de las operaciones. El objetivo del gobierno es crear valor para los socios obteniendo los beneficios esperados, optimizando los riesgos y los recursos con los que la empresa cuenta. En esta obra nos enfocamos en un aspecto de la empresa que es el servicio al cliente, así que debemos preguntarnos: ¿El servicio al cliente que ofrecemos está de acuerdo a lo esperado por el dueño, propietario o los socios de la empresa? Quizá hablamos de una pequeña empresa, con un solo dueño, pero la pregunta sigue siendo válida: El servicio al cliente que mi pequeña empresa ofrece ¿es realmente lo que yo espero que sea? Y si no tengo una pequeña empresa, si sólo presto mis servicios de forma independiente, sin personal, la pregunta ¿el servicio al cliente es realmente lo que yo espero que sea? ¡Sigue siendo importante!

Guía práctica de atención al cliente

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Publisher : Ediciones Paraninfo, S.A.
ISBN 13 : 842834132X
Total Pages : 138 pages
Book Rating : 4.4/5 (283 download)

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Book Synopsis Guía práctica de atención al cliente by : CARRASCO FERNÁNDEZ, SOLEDAD

Download or read book Guía práctica de atención al cliente written by CARRASCO FERNÁNDEZ, SOLEDAD and published by Ediciones Paraninfo, S.A.. This book was released on 2018-05-24 with total page 138 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ahora es el momento de dar el paso definitivo hacia la excelencia en la atención al cliente. En la situación económica actual, fenómenos como la globalización o la multiplicación de la competencia por las ventas en Internet hacen que los compradores cada vez tengan más poder de decisión. Esta guía práctica pone a disposición de cualquier tipo de empresario todas las claves para convertir la atención al cliente en el instrumento esencial de mejora de la empresa. Una estructura en la que están desarrollados todos los aspectos en la relación con los clientes, un amplio repaso a la normativa actualizada y, por supuesto, un planteamiento práctico con ejemplos en cada capítulo y una propuesta de ejercicios sencillos y adaptados a la realidad comercial y de servicio son los elementos distintivos de este manual.

Atención al cliente

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Author :
Publisher : Ideaspropias Editorial S.L.
ISBN 13 : 8496578380
Total Pages : 186 pages
Book Rating : 4.4/5 (965 download)

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Book Synopsis Atención al cliente by : Renata Paz Couso

Download or read book Atención al cliente written by Renata Paz Couso and published by Ideaspropias Editorial S.L.. This book was released on 2005-12-31 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: La atención al cliente engloba todas las acciones que realiza la empresa para aumentar el nivel de satisfacción de sus clientes. Además, no debe verse tan sólo como una herramienta estratégica de marketing, orientada a minimizar los errores y perder el menor número de clientes posible, sino que representa un sistema de mejora continua en la empresa. El objetivo de este material didáctico es conseguir que el lector adquiera unas habilidades y actitudes concretas para mejorar la atención al cliente y conseguir así un mayor beneficio en su empresa. En este manual, que Ideaspropias Editorial le presenta, se abordan temas referentes a aspectos generales de la comunicación, tanto oral como escrita, y de la atención al público, así como aspectos relativos al consumidor, que nos permiten establecer unas pautas de actuación en la atención al cliente, orientadas a mejorar la calidad del servicio.

MANUAL DE ATENCION A CLIENTES Y USUARIOS

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Author :
Publisher : PROFIT
ISBN 13 : 9788416115105
Total Pages : 240 pages
Book Rating : 4.1/5 (151 download)

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Book Synopsis MANUAL DE ATENCION A CLIENTES Y USUARIOS by : JUAN PABLO VILLA CASAL

Download or read book MANUAL DE ATENCION A CLIENTES Y USUARIOS written by JUAN PABLO VILLA CASAL and published by PROFIT. This book was released on 2014-09-23 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Una herramienta que permite mejorar los procesos de atención al cliente de cualquier organización, reduciendo costes innecesarios, previniendo situaciones conflictivas, ganando calidad y competitividad. La calidad de la atención a clientes, usuarios y ciudadanos se ha convertido en un elemento clave para reducir costes, ganar rentabilidad, mejorar ventas y calidad en todas las organizaciones tanto privadas como públicas. Esta obra es una herramienta práctica que incluye numerosos recursos, procesos, ejemplos, cuestionarios y tests para valorar a cualquier organización en cuanto a su estrategia de orientación al cliente, las competencias de su personal de contacto, así como desarrollar y mejorar su formación. Dirigido a consultores, formadores y coaches, es de gran ayuda como manual para procesos de consultoría de cara a mejorar la prestación de servicios de sus clientes o como recurso didáctico; “manual de formación” en talleres y seminarios que impartan sobre atención a clientes y/o ciudadanos, tanto en empresas como instituciones. • Contiene pruebas test de competencias para valorar comunicación, escucha activa, empatía, orientación al cliente y orientación a la calidad. • Describe e incluye numerosos ejemplos de procesos de atención a clientes, presencial, telefónico, on-line, quejas y reclamaciones, ejemplos de manuales de atención al cliente y casos prácticos, entre muchos otros. • Incluye ejercicios y cuestionarios al final de cada unidad para evaluar los conocimientos adquiridos.

El servicio al cliente

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Author :
Publisher :
ISBN 13 : 9788423408757
Total Pages : 204 pages
Book Rating : 4.4/5 (87 download)

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Book Synopsis El servicio al cliente by : Malcolm Peel

Download or read book El servicio al cliente written by Malcolm Peel and published by . This book was released on 1990 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Benchmarking Water Services

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Publisher : IWA Publishing
ISBN 13 : 1843391988
Total Pages : 185 pages
Book Rating : 4.8/5 (433 download)

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Book Synopsis Benchmarking Water Services by : Enrique Cabrera Jr

Download or read book Benchmarking Water Services written by Enrique Cabrera Jr and published by IWA Publishing. This book was released on 2011-03-01 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Benchmarking has become a key tool in the water industry to promote and achieve performance targets for utilities. The use of this tool for performance improvement through systematic search and adaptation of leading practices, has expanded globally during the past decade. Many ongoing projects worldwide aim to address different needs and objectives, in varying contexts, with outstanding results and impact. Benchmarking Water Services provides valuable information to everyone interested in benchmarking in the water industry. The text is aimed at utilities considering joining a benchmarking project, experienced practitioners in charge of organizing a benchmarking exercise, consultants, regulators and researchers. The document is presented with a clear practice oriented approach and can be used as a how-to-benchmark guide presented from different perspectives (participants, organizers, supervising bodies). Readers will gain practical insight on real life benchmarking practices and will benefit from the experiences gained in some of the leading benchmarking projects of the water industry (including the IWA-WSAA benchmarking efforts, the European Benchmarking Co-operation and the several benchmarking projects carried out in Austria and Central Europe). The manual also presents the new IWA Benchmarking Framework, which aims to harmonize the terms used to describe benchmarking and performance indicators practices in the water industry, guaranteeing a more fluent and efficient communication. This Manual of Best Practice is edited by the IWA Specialist Group on Benchmarking and Performance Assessment, and co-published by AWWA and IWA Publishing. Praise for Benchmarking Water Services: "The continual trend of conceptual to specifics throughout the book provides for an educational experience each time the book is either casually perused or carefully studied." "The authors (Cabrera, Haskins and Fritiz) diligently pursue the focus of improvement." "Benchmarking Water Services is an in depth and practical ‘must have’ guide for any utility currently engaged in or planning to develop a benchmarking process" - Gregory M. Baird (2012) Benchmarking: An International Journal 19:2. More information about the book can be found on the Water Wiki in an article written by the author: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/TheNewIWABenchmarkingFramework A Spanish language version of this book is available as a free eBook: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/eBookTitlesfromIWAPublishingFreetoDownload-Volume2#HBenchmarkingParaServiciosdeAgua

Business

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Publisher : Pearson Educación
ISBN 13 : 9789702605973
Total Pages : 722 pages
Book Rating : 4.6/5 (59 download)

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Book Synopsis Business by : Ricky W. Griffin

Download or read book Business written by Ricky W. Griffin and published by Pearson Educación. This book was released on 2004 with total page 722 pages. Available in PDF, EPUB and Kindle. Book excerpt: For Introduction to Business courses. This best-selling text by Ricky Griffin and Ronald Ebert provides students with a comprehensive overview of all the important functions of business. Each edition has introduced cutting-edge firsts while ensuring the underlying principles that guided its creation, Doing the Basics Best, were retained. The seventh edition focuses on three simple rules- Learn, Evaluate, Apply. - NEW- Chapter 2: Understanding the Environments of Business - This new chapter puts business operations in contemporary context, explaining the idea of organizational boundaries and describing the ways in which elements from multiple environments cross those boundaries and shape organizational activities. This chapter sets the stage as an introduction to some of the most important topics covered in the rest of the book, for example: - The Economics Environment includes the role of aggregate output, standard of living, real growth rate; GDP per capita; real GDP; purchasing power parity; and the Consumer Price Index. - The Technology Environment includes special attention to new tools for competitiveness in both goods and services and business process technologies, plus e

Measure What Matters

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Author :
Publisher : Penguin
ISBN 13 : 052553623X
Total Pages : 322 pages
Book Rating : 4.5/5 (255 download)

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Book Synopsis Measure What Matters by : John Doerr

Download or read book Measure What Matters written by John Doerr and published by Penguin. This book was released on 2018-04-24 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: #1 New York Times Bestseller Legendary venture capitalist John Doerr reveals how the goal-setting system of Objectives and Key Results (OKRs) has helped tech giants from Intel to Google achieve explosive growth—and how it can help any organization thrive. In the fall of 1999, John Doerr met with the founders of a start-up whom he'd just given $12.5 million, the biggest investment of his career. Larry Page and Sergey Brin had amazing technology, entrepreneurial energy, and sky-high ambitions, but no real business plan. For Google to change the world (or even to survive), Page and Brin had to learn how to make tough choices on priorities while keeping their team on track. They'd have to know when to pull the plug on losing propositions, to fail fast. And they needed timely, relevant data to track their progress—to measure what mattered. Doerr taught them about a proven approach to operating excellence: Objectives and Key Results. He had first discovered OKRs in the 1970s as an engineer at Intel, where the legendary Andy Grove ("the greatest manager of his or any era") drove the best-run company Doerr had ever seen. Later, as a venture capitalist, Doerr shared Grove's brainchild with more than fifty companies. Wherever the process was faithfully practiced, it worked. In this goal-setting system, objectives define what we seek to achieve; key results are how those top-priority goals will be attained with specific, measurable actions within a set time frame. Everyone's goals, from entry level to CEO, are transparent to the entire organization. The benefits are profound. OKRs surface an organization's most important work. They focus effort and foster coordination. They keep employees on track. They link objectives across silos to unify and strengthen the entire company. Along the way, OKRs enhance workplace satisfaction and boost retention. In Measure What Matters, Doerr shares a broad range of first-person, behind-the-scenes case studies, with narrators including Bono and Bill Gates, to demonstrate the focus, agility, and explosive growth that OKRs have spurred at so many great organizations. This book will help a new generation of leaders capture the same magic.

Tax Administration 2021 Comparative Information on OECD and other Advanced and Emerging Economies

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Publisher : OECD Publishing
ISBN 13 : 9264424083
Total Pages : 355 pages
Book Rating : 4.2/5 (644 download)

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Book Synopsis Tax Administration 2021 Comparative Information on OECD and other Advanced and Emerging Economies by : OECD

Download or read book Tax Administration 2021 Comparative Information on OECD and other Advanced and Emerging Economies written by OECD and published by OECD Publishing. This book was released on 2021-09-15 with total page 355 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report is the ninth edition of the OECD's Tax Administration Series. It provides internationally comparative data on aspects of tax systems and their administration in 59 advanced and emerging economies.

A Family Resource Guide on International Parental Kidnapping

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Author :
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781530973637
Total Pages : 0 pages
Book Rating : 4.9/5 (736 download)

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Book Synopsis A Family Resource Guide on International Parental Kidnapping by : U. . S. U .S. Department of Justice

Download or read book A Family Resource Guide on International Parental Kidnapping written by U. . S. U .S. Department of Justice and published by Createspace Independent Publishing Platform. This book was released on 2016-04-10 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every year, hundreds of children in the United States are victims of international parental kidnapping- a child's wrongful removal from the United States, or wrongful retention in another country, by a parent or other family member. Parents and other family members left behind may be overwhelmed by feelings of loss, anguish, despair, and anger-as well as confusion and uncertainty about what can be done in response.In December 1999, the Office of Juvenile Justice and Delinquency Prevention invited a small group of left-behind and searching parents to participate in a planning and development meeting. Each one had experienced first hand the heartbreak of having a child abducted to another country or wrongfully retained abroad. Some of them had recovered their children, while others had not. They willingly shared their knowledge of international parental kidnapping-gained at tremendous personal cost- to help other parents of abducted children understand what can be done to: * Prevent an international parental kidnapping.* Stop a kidnapping in progress.* Locate a kidnapped or wrongfully retained child in another country.* Bring an abductor to justice.* Recover a kidnapped or wrongfully retained child from another country.* Reestablish access to a child in another country.This guide imparts the group's practical wisdom and the hope that other parents will not have to experience the confusion and discouragement these parents did when it was not clear what to do or whom to turn to when their children were kidnapped. The group offered its suggestions for preventing international kidnapping and gave detailed advice to maximize the chance that children who are kidnapped or wrongfully retained will be returned to this country.The guide provides descriptions and realistic assessments of the civil and criminal remedies available in international parental kidnapping cases. It explains applicable laws and identifies both the public and private resources that may be called on when an international abduction occurs or is threatened. It gives practical advice on overcoming frequently encountered obstacles so that parents can get the help they need. The guide prepares parents for the legal and emotional difficulties they may experience and shares coping and general legal strategies to help them achieve their individual goals, whether they involve recovering a child or reestablishing meaningful access to a child in another country.Despite the difficulties that may lie ahead and the disappointment some parents may experience, it is important not to become discouraged. Stay hopeful. Many things can be done to prevent or to resolve an international parental kidnapping. This guide will help you organize your response

Open a GLAM Lab

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Publisher :
ISBN 13 : 9789927139079
Total Pages : 166 pages
Book Rating : 4.1/5 (39 download)

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Book Synopsis Open a GLAM Lab by : Mahendra Mahey

Download or read book Open a GLAM Lab written by Mahendra Mahey and published by . This book was released on 2020-11-30 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Galleries, Libraries, Archives and Museums (GLAM) Lab is a place for experimenting with digital collections and data. This book describes how to open a GLAM Lab and encourages a movement that can transform organisations and communities.

Youth Violence Prevention

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Publisher : Nova Publishers
ISBN 13 : 9781594547058
Total Pages : 252 pages
Book Rating : 4.5/5 (47 download)

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Book Synopsis Youth Violence Prevention by : Timothy N. Thornton

Download or read book Youth Violence Prevention written by Timothy N. Thornton and published by Nova Publishers. This book was released on 2006 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important book deals with the problem of youth violence by attacking it at the grass-roots level -- the community.

Haitian Refugee Immigration Fairness Act

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Publisher :
ISBN 13 :
Total Pages : 64 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis Haitian Refugee Immigration Fairness Act by : United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Immigration

Download or read book Haitian Refugee Immigration Fairness Act written by United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Immigration and published by . This book was released on 1998 with total page 64 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Gender, Women, and Health in the Americas

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Author :
Publisher :
ISBN 13 : 9789275115411
Total Pages : 304 pages
Book Rating : 4.1/5 (154 download)

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Book Synopsis Gender, Women, and Health in the Americas by : Elsa Gómez Gómez

Download or read book Gender, Women, and Health in the Americas written by Elsa Gómez Gómez and published by . This book was released on 1993 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Radiation Protection and Safety in Industrial Radiography

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Publisher :
ISBN 13 :
Total Pages : 78 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Radiation Protection and Safety in Industrial Radiography by : International Atomic Energy Agency

Download or read book Radiation Protection and Safety in Industrial Radiography written by International Atomic Energy Agency and published by . This book was released on 1999 with total page 78 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Safety Report summarizes good and current state of the art practices in industrial radiography and provides technical advice on radiation protection and safety. It contains information explaining the responsibilities of regulatory authorities, operating organizations, workers, equipment manufacturers and client organizations, with the intention of enhancing radiation protection and safety.

Teaching Tech Together

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Publisher : CRC Press
ISBN 13 : 1000728153
Total Pages : 250 pages
Book Rating : 4.0/5 (7 download)

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Book Synopsis Teaching Tech Together by : Greg Wilson

Download or read book Teaching Tech Together written by Greg Wilson and published by CRC Press. This book was released on 2019-10-08 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hundreds of grassroots groups have sprung up around the world to teach programming, web design, robotics, and other skills outside traditional classrooms. These groups exist so that people don't have to learn these things on their own, but ironically, their founders and instructors are often teaching themselves how to teach. There's a better way. This book presents evidence-based practices that will help you create and deliver lessons that work and build a teaching community around them. Topics include the differences between different kinds of learners, diagnosing and correcting misunderstandings, teaching as a performance art, what motivates and demotivates adult learners, how to be a good ally, fostering a healthy community, getting the word out, and building alliances with like-minded groups. The book includes over a hundred exercises that can be done individually or in groups, over 350 references, and a glossary to help you navigate educational jargon.

Cost Principles for Educational Institutions

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Author :
Publisher :
ISBN 13 :
Total Pages : 72 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Cost Principles for Educational Institutions by : United States. Office of Management and Budget

Download or read book Cost Principles for Educational Institutions written by United States. Office of Management and Budget and published by . This book was released on 1979 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: