Customer Service Master

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The Servicemaster Story

Author : Albert Erisman
Publisher : Hendrickson Publishers
ISBN 13 : 1683073304
Total Pages : 246 pages
Book Rating : 4.6/5 (83 download)

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Book Synopsis The Servicemaster Story by : Albert Erisman

Download or read book The Servicemaster Story written by Albert Erisman and published by Hendrickson Publishers. This book was released on 2021-10-05 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ServiceMaster Story, written by faith and business expert Albert M. Erisman, examines how the first five leaders of ServiceMaster (a cleaning and restoration service company) managed to develop and give deeper purpose to their employees, while also growing into a financially successful organization. From 1929 to 2001, ServiceMaster grew from a few people making their living in Chicago to a publicly traded company with revenues of $6 billion, in forty countries—with five different leaders. Each leader built on the work of the previous leader, focusing on helping workers to develop as people. Their number one goal was “to honor God in all we do.” ServiceMaster was considered by employees at all levels as a great place to work and was selected by Fortune magazine as the most admired service company in the world, both in the 1980s and 1990s. How did ServiceMaster manage to develop and give deeper purpose to employees doing “menial jobs” like cleaning floors and toilets—and at the same time grow financially? This book explores the way the five early leaders collaborated, complemented each other, and adapted to changing economic and cultural environments, while creating value for workers, shareholders, and customers alike. Key points and features: • An inspirational story that studies the balance between honoring God, serving people, and growing financially, for those interested in the dynamics of work and faith in the workplace • Includes photos and charts

Customer Service Master

Author : Customer Service Training Institute
Publisher :
ISBN 13 : 9781492124054
Total Pages : 572 pages
Book Rating : 4.1/5 (24 download)

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Book Synopsis Customer Service Master by : Customer Service Training Institute

Download or read book Customer Service Master written by Customer Service Training Institute and published by . This book was released on 2013-08-10 with total page 572 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service is critical to every business and every career. How our customers feel about us and our business often means the difference between success and failure.Customer Service Master is a collection of 5 of our best selling and most popular Customer Service Training manuals. Customer Service Basics, Conflict Resolution Skills, Service Recovery Skills, Great customer Service Over the Telephone and How to Interact with All Kinds of Customers will give you all the skills you need to provide the very best customer service experience for every customer, every time. If purchased separately, these exact same titles would cost almost $80! But you can get them for much less by purchasing them in this one volume!These Customer Service Skills are among the most highly valued skills by Human Resource people and recruiters. Those who possess these critical skills are more efficient, more productive and produce a much higher level of customer satisfaction than their untrained counterparts.This book contains both basic and advanced skills that will enable you to resolve problems aster and at less cost, increase customer satisfaction and keep your customers coming back time and time again and recommending you to their friends, family and co-workers.The Customer Service Training Institute has over 30 years experience in Customer Service and has used that experience to produce quality training materials over the last 20 years.Their self-paced training method assures that everyone gets the most from their training. No one gets lost or left behind. Even the busiest schedule is not match for the ultimate flexibility the self-paced method provides every student.Why not put their 30 years of customer service experience to work for you?

180 Ways to Walk the Customer Service Talk

Author : Eric Lee Harvey
Publisher : The Walk The Talk Company
ISBN 13 : 9781885228345
Total Pages : 60 pages
Book Rating : 4.2/5 (283 download)

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Book Synopsis 180 Ways to Walk the Customer Service Talk by : Eric Lee Harvey

Download or read book 180 Ways to Walk the Customer Service Talk written by Eric Lee Harvey and published by The Walk The Talk Company. This book was released on 1999 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt: 180 Ways To Walk The Customer Service Talk is the resource you'll want to read and distribute to every person in your organization. Packed with powerful strategies and tips to cultivate world-class customer service, this handbook promises to be the answer to getting everyone "Walking The Customer Service Talk" and building a reputation of service integrity. At its low price, if everyone adopts just a few ideas to help ensure customers come back again, this book will pay for itself. All employees at every level of the organization need this powerful guide ... from front line employees, to call center representatives, sales people, telemarketers, managers, client services and marketing teams.

The Compassionate Geek

Author : Don R. Crawley
Publisher : Soundtraining Net
ISBN 13 : 9780983660705
Total Pages : 164 pages
Book Rating : 4.6/5 (67 download)

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Book Synopsis The Compassionate Geek by : Don R. Crawley

Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

Enterprise Master Data Management

Author : Allen Dreibelbis
Publisher : Pearson Education
ISBN 13 : 0132704277
Total Pages : 833 pages
Book Rating : 4.1/5 (327 download)

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Book Synopsis Enterprise Master Data Management by : Allen Dreibelbis

Download or read book Enterprise Master Data Management written by Allen Dreibelbis and published by Pearson Education. This book was released on 2008-06-05 with total page 833 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Only Complete Technical Primer for MDM Planners, Architects, and Implementers Companies moving toward flexible SOA architectures often face difficult information management and integration challenges. The master data they rely on is often stored and managed in ways that are redundant, inconsistent, inaccessible, non-standardized, and poorly governed. Using Master Data Management (MDM), organizations can regain control of their master data, improve corresponding business processes, and maximize its value in SOA environments. Enterprise Master Data Management provides an authoritative, vendor-independent MDM technical reference for practitioners: architects, technical analysts, consultants, solution designers, and senior IT decisionmakers. Written by the IBM ® data management innovators who are pioneering MDM, this book systematically introduces MDM’s key concepts and technical themes, explains its business case, and illuminates how it interrelates with and enables SOA. Drawing on their experience with cutting-edge projects, the authors introduce MDM patterns, blueprints, solutions, and best practices published nowhere else—everything you need to establish a consistent, manageable set of master data, and use it for competitive advantage. Coverage includes How MDM and SOA complement each other Using the MDM Reference Architecture to position and design MDM solutions within an enterprise Assessing the value and risks to master data and applying the right security controls Using PIM-MDM and CDI-MDM Solution Blueprints to address industry-specific information management challenges Explaining MDM patterns as enablers to accelerate consistent MDM deployments Incorporating MDM solutions into existing IT landscapes via MDM Integration Blueprints Leveraging master data as an enterprise asset—bringing people, processes, and technology together with MDM and data governance Best practices in MDM deployment, including data warehouse and SAP integration

It's the Customer, Stupid!

Author : Michael A Aun
Publisher : John Wiley & Sons
ISBN 13 : 1118001281
Total Pages : 256 pages
Book Rating : 4.1/5 (18 download)

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Book Synopsis It's the Customer, Stupid! by : Michael A Aun

Download or read book It's the Customer, Stupid! written by Michael A Aun and published by John Wiley & Sons. This book was released on 2011-01-13 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ruthlessly focus on what's convenient for customers, not what's convenient for you Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied. Speaker and salesperson Michael Aun shares these secrets and many more in It's the Customer, Stupid!, a guide to growing any business by gaining new customers, and, more importantly, by keeping the ones you have happy and coming back for more. This fun-to-read book explains common myths about sales and customer satisfaction, starting with the fact that most businesses think they're customer-centric, but they just aren't. Get proven steps to REALLY put your customer at the center of what you do Distinguish your business from the competition by understanding the principle that good sales ARE good service Author received the Toastmasters "World Championship of Public Speaking" award and is also a full-time businessman practicing what he preaches daily It's the Customer, Stupid! reveals key actions that will shake up your business approach. Your customers will love you for them, and you'll love the effect on sales!

The Service Profit Chain

Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 345 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis The Service Profit Chain by : James L. Heskett

Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Assembly Bill

Author : California. Legislature. Assembly
Publisher :
ISBN 13 :
Total Pages : 1184 pages
Book Rating : 4.:/5 ( download)

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Book Synopsis Assembly Bill by : California. Legislature. Assembly

Download or read book Assembly Bill written by California. Legislature. Assembly and published by . This book was released on 1773 with total page 1184 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Master Planning and Scheduling

Author : John F. Proud
Publisher : John Wiley & Sons
ISBN 13 : 111980941X
Total Pages : 964 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis Master Planning and Scheduling by : John F. Proud

Download or read book Master Planning and Scheduling written by John F. Proud and published by John Wiley & Sons. This book was released on 2021-12-02 with total page 964 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the practical, real-world advantages of the Oliver Wight master planning and scheduling methodology. The newly revised Fourth Edition of Master Planning and Scheduling: An Essential Guide to Competitive Manufacturing delivers a masterful exploration of today's master planning and scheduling techniques, as well as an insightful discussion of the future of the master planning and scheduling processes and profession. Written in the context of an ever-evolving digital environment and augmented with new and critical information required to implement best practices, the book is a guide for practitioners and leaders on the principles of master planning and scheduling and its application in modern and future work environments. In this book, readers will learn: Insights regarding top-down, bottom-up, and side-to-side integration of business practices in support of a company's strategic direction and tactical deployment The critical link between time-phased integrated business planning, master planning, master scheduling, capacity planning, and material planning "How-to" details and examples to support master planning and scheduling implementation and enhancements within the company's demand and supply organizations Master Planning and Scheduling is an indispensable guide for supply chain professionals, planners and schedulers in all functional domains of a business. It also belongs on the bookshelves of any executive or manager who seeks to improve their understanding of best practice planning and scheduling processes and how those processes enable a business to outperform the competition through alignment, integration and synchronization across all functions in an organization.

CIO

Author :
Publisher :
ISBN 13 :
Total Pages : 124 pages
Book Rating : 4./5 ( download)

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Book Synopsis CIO by :

Download or read book CIO written by and published by . This book was released on 1993-08 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Strategic Customer Service

Author : John A. GOODMAN
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 081441334X
Total Pages : 274 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Strategic Customer Service by : John A. GOODMAN

Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Adaptive Health Management Information Systems

Author : Joseph Tan
Publisher : Jones & Bartlett Learning
ISBN 13 : 0763756911
Total Pages : 456 pages
Book Rating : 4.7/5 (637 download)

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Book Synopsis Adaptive Health Management Information Systems by : Joseph Tan

Download or read book Adaptive Health Management Information Systems written by Joseph Tan and published by Jones & Bartlett Learning. This book was released on 2010-03-09 with total page 456 pages. Available in PDF, EPUB and Kindle. Book excerpt: Health management information systems : a managerial perspective / Joseph Tan -- Health management information systems executives : roles and responsibilities of chief executive officers and chief information officers in healthcare services organizations / Joseph Tan -- Online health information seeking : access and digital equity considerations / Fay Cobb Payton and Joseph Tan -- Health management information system enterprise software : the new generation of HMIS administrative applications / Joshia Tan with Joseph Tan -- Community health information networks : building virtual communities and networking health provider organizations / Jayfus T. Doswell, SherRhonda R. Gibbs, and Kelley M. Duncanson -- Trending toward patient-centric management systems / Joseph Tan with Joshia Tan -- Health management information system integration : achieving systems interoperability with Web services / J.K. Zhang and Joseph Tan -- Health management strategic information system planning/information requirements / Jon Blue and Joseph Tan -- Systems development : health management information system analysis and developmental methodologies / Joseph Tan -- Data stewardship : foundation for health management information system design, implementation, and evaluation / Bryan Bennett -- Managing health management information system projects : system implementation and information technology services management / Joseph Tan -- Health management information system standards : standards adoption in healthcare information technologies / Sanjay P. Sood ... [et al.] -- Health management information system governance, policy, and international perspectives : HMIS globalization through e-health / Anantachai Panjamapirom and Philip F. Musa -- Health management information system innovation : managing innovation diffusion in healthcare services organizations / Tugrul U. Daim, Nuri Basoglu, and Joseph Tan.

BUSINESS PROCESS AUTOMATION

Author : SANJAY MOHAPATRA
Publisher : PHI Learning Pvt. Ltd.
ISBN 13 : 8120339274
Total Pages : 396 pages
Book Rating : 4.1/5 (23 download)

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Book Synopsis BUSINESS PROCESS AUTOMATION by : SANJAY MOHAPATRA

Download or read book BUSINESS PROCESS AUTOMATION written by SANJAY MOHAPATRA and published by PHI Learning Pvt. Ltd.. This book was released on 2009-01-01 with total page 396 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book discusses the major trends in Business Process Automation (BPA) and explains how BPA technologies and tools are applied in practice. It introduces the students to the concepts of BPA and describes the need for automation in business process management. The book illustrates live examples of different functions of an enterprise where automation has been successfully implemented to reap business benefits. It elaborates the applications of BPA in various sectors such as HR and payroll, marketing, e-governance, knowledge management and banking. The text also discusses in detail the role of Chief Information Officer (CIO) as a change agent for designing and implementing automation initiatives. Return-on-Investment (ROI) calculations have been shown as a business case for automating business processes. Evaluation criteria for deciding which software package to be implemented have been thoroughly explained. Key Features : Provides case studies at the end of all chapters to help the students for easy understanding of the concepts discussed. Includes chapter-end questions to test students’ comprehension of the subject. Presents a glossary of technical terms. The book is designed for the postgraduate students of management. It would be useful for the professionals and practitioners for implementation of process automation in organizations as well.

Introduction to Logic (Teacher Guide)

Author : Jason Lisle
Publisher : Master Books
ISBN 13 : 9781683441496
Total Pages : 153 pages
Book Rating : 4.4/5 (414 download)

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Book Synopsis Introduction to Logic (Teacher Guide) by : Jason Lisle

Download or read book Introduction to Logic (Teacher Guide) written by Jason Lisle and published by Master Books. This book was released on 2018-12-10 with total page 153 pages. Available in PDF, EPUB and Kindle. Book excerpt: The vital resource for grading all assignments from the Introduction To Logic course, which includes:Instructional insights enhanced with worksheets and additional practice sheetsSpecial chapter reviews at the beginning of each new chapter worksheet created to help students and teachers grasp the scope of each section.OVERVIEW: Welcome to the world of logic. This logic course will both challenge and inspire students to be able to defend their faith against atheists and skeptics alike. Because learning logical terms and principles is often like learning a foreign language, the course has been developed to help students of logic learn the practical understanding of logical arguments. To make the course content easier to grasp, the schedule provides worksheets and practice sheets to help students better recognize logical fallacies, as well as review weeks for the quizzes and the final. The practice sheets in the back of the book offer practical study for both the final exam and for actual arguments you might encounter online or in the media.FEATURES: The calendar provides daily sessions with clear objectives and worksheets, quizzes, and tests, all based on the readings from the course book.

Strategic Customer Service

Author : John Goodman
Publisher : AMACOM
ISBN 13 : 0814439063
Total Pages : 289 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Strategic Customer Service by : John Goodman

Download or read book Strategic Customer Service written by John Goodman and published by AMACOM. This book was released on 2019-02-05 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to: Gather and analyze customer feedback Empower employees to fix problems Track your impact on revenue Generate sensational word of mouth Tap opportunities to cross-sell and up-sell Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line. Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.

2011 Consumer Action Handbook

Author : U.S. Services Administration
Publisher : GPO FCIC
ISBN 13 : 9781612211015
Total Pages : 166 pages
Book Rating : 4.2/5 (11 download)

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Book Synopsis 2011 Consumer Action Handbook by : U.S. Services Administration

Download or read book 2011 Consumer Action Handbook written by U.S. Services Administration and published by GPO FCIC. This book was released on 2011-02 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use this guide to help with consumer purchases, problems and complaints. Find consumer contacts at hundreds of companies and trade associations; local, state, and federal government agencies; national consumer organizations; and more.

Consumer Action Handbook

Author : Stephen R. Leeds
Publisher : DIANE Publishing
ISBN 13 : 1437932991
Total Pages : 173 pages
Book Rating : 4.4/5 (379 download)

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Book Synopsis Consumer Action Handbook by : Stephen R. Leeds

Download or read book Consumer Action Handbook written by Stephen R. Leeds and published by DIANE Publishing. This book was released on 2010-10 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Contents: Part I -- Be A Savvy Consumer: Buyer Beware; Banking; Cars; Credit; Financing Your Education; Employment; Food and Nutrition; Health Care; Housing; Insurance; Internet; Investing; Phones; Privacy Protection and Identity Theft; Smart Home Shopping; Telemarketing and Unwanted Mail; Travel; TV; Wills and Funerals; Part II -- Filing a Complaint: Contact the Seller; Contact Third Parties; Sample Complaint Letter: Dispute Resolution Programs; Small Claims Court; Legal Help and Information; Report Fraud and Safety Hazard; Part III -- Key Information Resources: For Teachers; For Persons with Disabilities; For Military Personnel; Part IV -- Consumer Assistance Directory. Illus.