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Effective Complaint Management Workbook
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Book Synopsis Effective Complaint Management by : Bernd Stauss
Download or read book Effective Complaint Management written by Bernd Stauss and published by Springer. This book was released on 2019-01-31 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Book Synopsis Complaint Management Excellence by : Sarah Cook
Download or read book Complaint Management Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2012-05-03 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Book Synopsis A Complaint Is a Gift by : Janelle Barlow
Download or read book A Complaint Is a Gift written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 2008-08-18 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, authors Janelle Barlow and Claus Møller show precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers–even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints online; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.
Author :American Bar Association. House of Delegates Publisher :American Bar Association ISBN 13 :9781590318737 Total Pages :216 pages Book Rating :4.3/5 (187 download)
Book Synopsis Model Rules of Professional Conduct by : American Bar Association. House of Delegates
Download or read book Model Rules of Professional Conduct written by American Bar Association. House of Delegates and published by American Bar Association. This book was released on 2007 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.
Book Synopsis A Complaint is a Gift by : Janelle Barlow
Download or read book A Complaint is a Gift written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 1996 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.
Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
Book Synopsis The 10 Best-Ever Anxiety Management Techniques Workbook by : Margaret Wehrenberg
Download or read book The 10 Best-Ever Anxiety Management Techniques Workbook written by Margaret Wehrenberg and published by W. W. Norton & Company. This book was released on 2012-03-19 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: A much-anticipated companion to the popular book on how to understand, manage, and conquer your stress. Brimming with exercises, worksheets, tips, and tools, this how-to workbook is the much-anticipated companion to Wehrenberg’s popular The 10 Best-Ever Anxiety Management Techniques. Expanding on those top 10 anxiety-busting techniques, the workbook demonstrates exactly how to put them to work to understand, manage, and conquer your stress. From panic disorders, generalized anxiety, and social anxiety, to everyday worry and stress, manifestations of anxiety are among the most common and pervasive mental health complaints. Whether you suffer from sweaty palms during a work presentation, persistent rumination, or even agoraphobia, anxiety can be debilitating. But thanks to a flood of supporting brain research, effective, practical strategies have emerged that allow us to manage day-to-day anxiety on our own. In this workbook, Wehrenberg walks us through a valuable collection of them, showing just how physical, emotional, and behavioral symptoms can be alleviated with targeted training. Step-by-step exercises on developing and implementing counter-cognitions, mindfulness meditation, thought-stopping and thought-replacement, “breathing minutes,” demand delays, cued relaxation, affirmations, and much more are presented—all guaranteed to soothe your anxious thoughts. The accompanying audio CD features an array of calming, author-guided exercises including targeted breath work, muscle relaxation, mindfulness, and much more. Praise for Margaret Wehrenberg's books: "[A] thoughtful book that provides immediate help for people suffering from depression. I highly recommend it.” —Daniel G. Amen, MD, Author of Change Your Brain, Change Your Life "[O]ffers the key to unlocking the complex biochemistry of your brain, and reversing you anxiety-inducing habits. Dr. Wehrenberg has done the work to create the right learning environment and organize the needed tools. Follow her lead and your body and mind will thank you with the peace and quiet you deserve.” —Reid Wilson, PhD, Author of Don't Panic: Taking Control of Anxiety Attacks “[A] well-researched book with clearly-written brain science for the non-scientist. Its life-changing, self-motivating techniques, many of which can be practiced outside the treatment room, will benefit anyone who suffers from depression and everyone who treats them. The appendix of practices alone is worth the price!” —Amy Weintraub, Author of Yoga Skills for Therapists and Yoga for Depression “In steps that are both clear and scaled for easily attainable victories, Wehrenberg extends a hand to those with the recourse of clinical therapy.” —Booklist “Any practitioner who works with anxious clients will want to have this comprehensive book.” —The Psychologist
Download or read book Managing Conflict written by David Liddle and published by Kogan Page Publishers. This book was released on 2017-09-03 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: Conflict in the workplace is a perennial problem for organizations. Whether it's a disagreement between colleagues, a dispute with management or large-scale industrial action, conflict negatively affects both people and profits as employee morale and productivity fall. Endorsed by the CIPD, Managing Conflict is an essential guide for HR professionals needing to tackle these problems by not only resolving current issues, but also preventing future instances of conflict. Going beyond interpersonal conflict, the book also looks at resolving board room disputes, disputes with shareholders, in the supply chain, commercial disputes and customer complaints. The first part of Managing Conflict covers the causes and costs of conflict, the impact of the psychological contract and the legal framework for managing workplace disputes both in the UK and internationally. The second part of the book provides a blueprint for redefining resolution and building a culture of constructive conflict management, from designing a conflict management strategy and developing a formal resolution process to embedding mediation, engaging stakeholders and training managers in resolution and mediation skills. This book also includes conflict resolution toolkits for managers, HR teams, employees and unions to help tackle conflict and bullying at work. Packed with best practice case studies from major UK and global organizations, this is an indispensable guide for all HR professionals looking to resolve conflict in the workplace. Online supporting resources include a conflict health check tool, conflict cost calculator, and checklist for developing an internal mediation scheme.
Book Synopsis A Complaint Free World by : Will Bowen
Download or read book A Complaint Free World written by Will Bowen and published by Harmony. This book was released on 2013-02-05 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: Full of practical ideas and inspiring stories from people who have already transformed their lives through the Complaint Free program, you'll learn not only how to stop complaining but also how to become more positive and live the life you’ve always dreamed about. More than ten million people in 106 countries have used the simple principles found in this book to eradicate the toxicity of complaining from their lives. And, as a result, they have experienced better health, happier relationships, greater career success and a significant increase in happiness. A Complaint Free World will explain what constitutes a complaint, why we complain, what benefits we think we receive from complaining, how complaining is destructive to our lives, and how we can get others around us to stop complaining. Find out how forming the simple habit of not complaining can transform your health, relationships, career and life. Consciously striving to reformat your mental hard drive is not easy, but you can start now by using the steps Bowen presents here. If you stay with it, you'll find that not only will you stop complaining, but others around you will cease to do so as well and in a short period of time, you'll have a more positive life. “A Complaint Free World is an engaging, enjoyable, easy-to-read reminder that the only permanent, constructive changes you can make in the world are the changes that you make in yourself.” –Gary Zukav, author of The Seat of the Soul and Soul to Soul
Book Synopsis How to Say Anything to Anyone by : Shari Harley
Download or read book How to Say Anything to Anyone written by Shari Harley and published by Greenleaf Book Group. This book was released on 2013-01-07 with total page 177 pages. Available in PDF, EPUB and Kindle. Book excerpt: Take charge of your career by taking charge of your business relationships and communication skills. We all know how it feels when our colleagues talk about us but not to us. It's frustrating, and it creates tension. When effective communication is missing in the workplace, employees feel like they're working in the dark. Leaders don't have crucial conversations; managers are frustrated when outcomes are not what they expect; and employees often don’t get positive feedback or constructive feedback. Many of us remain passive against poor communication habits and communication barriers, hoping that business communication will miraculously improve--but it won't. Business communication and relationships won’t improve without skills and effort. The people you work with can work with you, around you, or against you. How people work with you depends on the business relationships you cultivate. Do your colleagues trust you? Can they speak openly to you when projects and tasks go awry? Do you have effective communication skills? Take charge of your career by eliminating communication barriers and taking charge of your business relationships. Make your work environment less tense and more productive by improving communication skills. Set relationship expectations, work with people how they like to work, and give positive feedback and constructive feedback. In How to Say Anything to Anyone, you'll learn how to: - ask for what you want at work - improve communication skills - strengthen all types of working relationships - reduce the gossip and drama in your office - tell people when you’re frustrated and have difficult conversations in a way that resonates - take action on your ideas and feelings - get honest positive feedback and constructive feedback on your performance Harley shares the real-life stories of people who have struggled to get what they want at work. With her clear and specific business communication roadmap in hand, Harley enables you to improve communication skills and create the career and business relationships you really want--and keep them.
Book Synopsis The Essential Guide to Handling Workplace Harassment & Discrimination by : Deborah England
Download or read book The Essential Guide to Handling Workplace Harassment & Discrimination written by Deborah England and published by NOLO. This book was released on 2009 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Considers the practical realities of applying the law on a day-to-day basis and answers all the common questions, covering: what harrassment is and how to stop it, when and how discrimination occurs, how to conduct training, how to handle employee complaints, and much more. Original.
Book Synopsis The Management Book by : Richard Newton
Download or read book The Management Book written by Richard Newton and published by Pearson UK. This book was released on 2012-07-09 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: Clearly structured in 36 short sections, this practical book provides rapid, accessible advice on all the essential management challenges. Focusing on the manager’s key role - managing teams to get things done, this book looks at the essential parts of management from unusual perspectives and different angles. Structured with the busy manager in mind, you can dip into any section of the book and read it as an individual piece of advice or read it end-to-end to gain an overall picture of management. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Book Synopsis Evidence-Based Evaluation & Management of Common Spinal Conditions by : Joshua R. S. Browning
Download or read book Evidence-Based Evaluation & Management of Common Spinal Conditions written by Joshua R. S. Browning and published by . This book was released on 2021-04-05 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook, with available video purchase, was intended to aid the busy manual care practitioner (chiropractic physician, athletic trainer, physical therapist, etc.) in the diagnosis and management of the most commonly presenting spinal conditions in the manual therapy setting. This book bridges the gap between lengthy and often expensive and difficult to understand research articles, and extensive, all-encompassing textbooks. The reader will find an easy-to-read, information packed text, offering a more complete quick-reference tool. Orthopedic tests, neurological tests, and some functional testing are covered, complete with statistics. An emphasis is placed on cluster testing, in an effort to make the most accurate diagnoses, as efficiently as possible. Each condition includes detailed evidence-based treatment. The reader will notice a multimodal conservative treatment approach, as well as descriptions of common medical interventions. Mastery of this text will prepare the practitioner to offer the latest and most-effective diagnoses and treatment strategies in conservative neuromusculoskeletal healthcare.
Book Synopsis The Target Account Sales Workbook: The Complete Toolkit for Sales Success (Tools, Techniques & Templates) by : Gerard Assey
Download or read book The Target Account Sales Workbook: The Complete Toolkit for Sales Success (Tools, Techniques & Templates) written by Gerard Assey and published by Gerard Assey. This book was released on 2024-10-21 with total page 189 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Target Account Sales Workbook: The Complete Toolkit for Sales Success (Tools, Techniques & Templates) is your comprehensive guide to mastering the art of Target Account Selling (TAS). This book provides a step-by-step approach to identify, prioritize, engage, and close deals with high-value accounts. Inside, you’ll find a wealth of practical exercises, templates, and real-world examples designed to enhance your sales strategies, from account research to relationship building, and from objection handling to successful negotiations. Whether you're an experienced sales professional or new to TAS, this workbook equips you with the tools to create tailored messaging, develop compelling value propositions, and retain customers for life. Transform your sales approach, close more deals, and build lasting relationships with this indispensable toolkit that promises to elevate your sales game to the next level. If you're serious about systematic account selling, this is the resource you’ve been waiting for.
Book Synopsis The Ultimate Management Book by : Martin Manser
Download or read book The Ultimate Management Book written by Martin Manser and published by Teach Yourself. This book was released on 2018-04-19 with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you want to be the best, you have to have the right skillset. From managing and motivating people and teams to performance management and appraisals, THE ULTIMATE MANAGEMENT BOOK is a dynamic collection of tools, techniques, and strategies for success. Discover the main themes, key ideas and tools you need and bring it all together with practical exercises. This is your complete course in modern management. ABOUT THE SERIES ULTIMATE books are for managers, leaders, and business executives who want to succeed at work. From marketing and sales to management and finance, each title gives comprehensive coverage of the essential business skills you need to get ahead in your career. Written in straightforward English, each book is designed to help you quickly master the subject, with fun quizzes embedded so that you can check how you're doing.
Book Synopsis Complaints to Cheers, Feedback to Gold: Mastering Complaints Management by : Gerard Assey
Download or read book Complaints to Cheers, Feedback to Gold: Mastering Complaints Management written by Gerard Assey and published by Gerard Assey. This book was released on 2023-10-31 with total page 117 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 'Complaints to Cheers, Feedback to Gold: Mastering Complaints Management,' you'll embark on a journey to unlock the potential of complaints. This comprehensive guide explores the critical role of effective complaints management and the profound benefits it offers to organizations and individuals. It delves into the far-reaching consequences of unresolved complaints, emphasizing their impact on reputation, customer loyalty, and workforce morale. From understanding the psychology of complaints to equipping you with vital skills like active listening and empathy, each chapter provides actionable insights. Real-world examples, interactive training games, and practical templates empower readers to transform complaints into opportunities for growth. The book underscores the importance of fostering a complaint-friendly culture and the pivotal role of leadership in complaints management. It's certainly an essential resource for instilling trust, excellence, and continuous improvement within organizations.
Book Synopsis Workbook for McCurnin's Clinical Textbook for Veterinary Technicians E-Book by : Joanna M. Bassert
Download or read book Workbook for McCurnin's Clinical Textbook for Veterinary Technicians E-Book written by Joanna M. Bassert and published by Elsevier Health Sciences. This book was released on 2021-02-26 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: - NEW! Updated exercises reflect the new content in McCurnin's Clinical Textbook for Veterinary Technicians and Nurses, 10th Edition.
