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Author :
Publisher :
ISBN 13 :
Total Pages : 234 pages
Book Rating : 4.3/5 (129 download)
Download or read book Career Guide to Industries written by and published by . This book was released on 1994 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Regina Marsh
Publisher : Larsen and Keller Education
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.8/5 (883 download)
Download or read book Customer Service and Tech Support: A Career Guide written by Regina Marsh and published by Larsen and Keller Education. This book was released on 2023-09-26 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer service is concerned with the facilitation of service to customers. Support can be extended to customers at various stages like before, after or during a purchase. It plays a determining role in the way an organization generates revenue. It is therefore vital that customer service be integrated in the approach to systematic improvement. Tech support encompasses the services that are provided to consumers of technological products or services. It usually includes help regarding problems with a product or a support service. Technical support can be extended over e-mail, phone, live support software or website. This book explores all the important aspects of customer service and tech support in the present day scenario. It unfolds the different career trajectories of these profiles and their various responsibilities. This book is a complete source of knowledge on the present status of these important fields.
Author : Joe Fleischer
Publisher : CRC Press
ISBN 13 : 1482280760
Total Pages : 273 pages
Book Rating : 4.4/5 (822 download)
Download or read book The Complete Guide to Customer Support written by Joe Fleischer and published by CRC Press. This book was released on 2002-01-04 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t
Author : Mike Halsey
Publisher : Apress
ISBN 13 : 1484251334
Total Pages : 199 pages
Book Rating : 4.4/5 (842 download)
Download or read book The IT Support Handbook written by Mike Halsey and published by Apress. This book was released on 2019-10-03 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and expensive, but it doesn't have to be with the right processes in place. Whether you're an individual, part of an IT support team, or managing staff supporting PC users in their homes, The IT Support Handbook will help you understand the right way to approach, troubleshoot, and isolate problems so they can be handled efficiently, with least disruption and cost to your business. You'll make yourself popular with your colleagues, and keep your customers and users happy and productive. What You'll LearnManage reporting, and keep a record of issues that occur Provide effective remote support for users away from home or working in another office Use error and system reporting in Windows to obtain high-quality, relevant information Spot patterns in user behavior that may be causing difficult-to-diagnose problems Be familiar with best practices to make you a better support professional Who This Book Is For IT professionals, IT support (on-site and remote), and system administrators who manage support teams. No prior knowledge is required.
Author : Peter Plant
Publisher : Aarhus Universitetsforlag
ISBN 13 : 8776842649
Total Pages : 293 pages
Book Rating : 4.7/5 (768 download)
Download or read book Ways written by Peter Plant and published by Aarhus Universitetsforlag. This book was released on 2007-12-31 with total page 293 pages. Available in PDF, EPUB and Kindle. Book excerpt: Guidance and counseling cover many different professional and research areas, all in relation to helping people finding directions in life, i.e. ways which are meaningful to each individual and fruitful in relation to the wider society. This anthology provides an overview of and an insight into Nordic and in particular Danish guidance and counseling issues. The contributions stretch from career guidance over supervision to philosophical counseling, thus depicting the breadth of the Nordic guidance and counseling field. The authors represent a network of experts within sociology, education, psychology, ethonlogy, informatics and philosophy -. all focused on guidance and counseling.
Author : Anthony W. Ulwick
Publisher :
ISBN 13 : 9780990576747
Total Pages : pages
Book Rating : 4.5/5 (767 download)
Download or read book Jobs to Be Done written by Anthony W. Ulwick and published by . This book was released on 2016-10-25 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Why do some innovation projects succeed where others fail? The book reveals the business implications of Jobs Theory and explains how to put Jobs Theory into practice using Outcome-Driven Innovation.
Author : John A. Goodman
Publisher : HarperChristian + ORM
ISBN 13 : 0814433898
Total Pages : 279 pages
Book Rating : 4.8/5 (144 download)
Download or read book Customer Experience 3.0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 0698137582
Total Pages : 258 pages
Book Rating : 4.6/5 (981 download)
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author : Gary Vaynerchuk
Publisher : Harper Collins
ISBN 13 : 006209372X
Total Pages : 253 pages
Book Rating : 4.0/5 (62 download)
Download or read book The Thank You Economy (Enhanced Edition) written by Gary Vaynerchuk and published by Harper Collins. This book was released on 2011-03-08 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: If this were 1923, this book would have been called "Why Radio Is Going to Change the Game" . . . If it were 1995, it would be "Why Amazon Is Going to Take Over the Retailing World" . . . The Thank You Economy is about something big, something greater than any single revolutionary platform. It isn't some abstract concept or wacky business strategy—it's real, and every one of us is doing business in it every day, whether we choose to recognize it or not. It's the way we communicate, the way we buy and sell, the way businesses and consumers interact online and offline. The Internet, where the Thank You Economy was born, has given consumers back their voice, and the tremendous power of their opinions via social media means that companies and brands have to compete on a whole different level than they used to. Gone are the days when a blizzard of marketing dollars could be used to overwhelm the airwaves, shut out the competition, and grab customer awareness. Now customers' demands for authenticity, originality, creativity, honesty, and good intent have made it necessary for companies and brands to revert to a level of customer service rarely seen since our great-grandparents' day, when business owners often knew their customers personally, and gave them individual attention. Here renowned entrepreneur Gary Vaynerchuk reveals how companies big and small can scale that kind of personal, one-on-one attention to their entire customer base, no matter how large, using the same social media platforms that carry consumer word of mouth. The Thank You Economy offers compelling, data-driven evidence that we have entered into an entirely new business era, one in which the companies that see the biggest returns won't be the ones that can throw the most money at an advertising campaign, but will be those that can prove they care about their customers more than anyone else. The businesses and brands that harness the word-of-mouth power from social media, those that can shift their culture to be more customer-aware and fan-friendly, will pull away from the pack and profit in today's markets. Filled with Vaynerchuk's irrepressible candor and wit, as well as real-world examples of companies that are profiting by putting Thank You Economy principles into practice, The Thank You Economy reveals how businesses can harness all the changes and challenges inherent in social media and turn them into tremendous opportunities for profit and growth.
Author : Roy Peter Clark
Publisher : Hachette+ORM
ISBN 13 : 031620434X
Total Pages : 158 pages
Book Rating : 4.3/5 (162 download)
Download or read book How to Write Short written by Roy Peter Clark and published by Hachette+ORM. This book was released on 2013-08-27 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: America's most influential writing teacher offers an engaging and practical guide to effective short-form writing. In How to Write Short, Roy Peter Clark turns his attention to the art of painting a thousand pictures with just a few words. Short forms of writing have always existed-from ship logs and telegrams to prayers and haikus. But in this ever-changing Internet age, short-form writing has become an essential skill. Clark covers how to write effective and powerful titles, headlines, essays, sales pitches, Tweets, letters, and even self-descriptions for online dating services. With examples from the long tradition of short-form writing in Western culture, How to Write Short guides writers to crafting brilliant prose, even in 140 characters.
Author : Alison Green
Publisher : Ballantine Books
ISBN 13 : 0399181822
Total Pages : 306 pages
Book Rating : 4.3/5 (991 download)
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
Author :
Publisher :
ISBN 13 :
Total Pages : 308 pages
Book Rating : 4.3/5 ( download)
Download or read book Career Guide to Industries written by and published by . This book was released on 2006 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : IPSpecialist
Publisher : IPSpecialist
ISBN 13 :
Total Pages : 619 pages
Book Rating : 4./5 ( download)
Download or read book Certified Ethical Hacker Complete Training Guide with Practice Questions & Labs: written by IPSpecialist and published by IPSpecialist. This book was released on with total page 619 pages. Available in PDF, EPUB and Kindle. Book excerpt: Certified Ethical Hacker v10 Exam 312-50 Latest v10. This updated version includes three major enhancement, New modules added to cover complete CEHv10 blueprint. Book scrutinized to rectify grammar, punctuation, spelling and vocabulary errors. Added 150+ Exam Practice Questions to help you in the exam. CEHv10 Update CEH v10 covers new modules for the security of IoT devices, vulnerability analysis, focus on emerging attack vectors on the cloud, artificial intelligence, and machine learning including a complete malware analysis process. Our CEH workbook delivers a deep understanding of applications of the vulnerability analysis in a real-world environment. Information security is always a great challenge for networks and systems. Data breach statistics estimated millions of records stolen every day which evolved the need for Security. Almost each and every organization in the world demands security from identity theft, information leakage and the integrity of their data. The role and skills of Certified Ethical Hacker are becoming more significant and demanding than ever. EC-Council Certified Ethical Hacking (CEH) ensures the delivery of knowledge regarding fundamental and advanced security threats, evasion techniques from intrusion detection system and countermeasures of attacks as well as up-skill you to penetrate platforms to identify vulnerabilities in the architecture. CEH v10 update will cover the latest exam blueprint, comprised of 20 Modules which includes the practice of information security and hacking tools which are popularly used by professionals to exploit any computer systems. CEHv10 course blueprint covers all five Phases of Ethical Hacking starting from Reconnaissance, Gaining Access, Enumeration, Maintaining Access till covering your tracks. While studying CEHv10, you will feel yourself into a Hacker’s Mindset. Major additions in the CEHv10 course are Vulnerability Analysis, IoT Hacking, Focused on Emerging Attack Vectors, Hacking Challenges, and updates of latest threats & attacks including Ransomware, Android Malware, Banking & Financial malware, IoT botnets and much more. IPSpecialist CEH technology workbook will help you to learn Five Phases of Ethical Hacking with tools, techniques, and The methodology of Vulnerability Analysis to explore security loopholes, Vulnerability Management Life Cycle, and Tools used for Vulnerability analysis. DoS/DDoS, Session Hijacking, SQL Injection & much more. Threats to IoT platforms and defending techniques of IoT devices. Advance Vulnerability Analysis to identify security loopholes in a corporate network, infrastructure, and endpoints. Cryptography Concepts, Ciphers, Public Key Infrastructure (PKI), Cryptography attacks, Cryptanalysis tools and Methodology of Crypt Analysis. Penetration testing, security audit, vulnerability assessment, and penetration testing roadmap. Cloud computing concepts, threats, attacks, tools, and Wireless networks, Wireless network security, Threats, Attacks, and Countermeasures and much more.
Author : Noel Bruton
Publisher : Routledge
ISBN 13 : 1136016740
Total Pages : 373 pages
Book Rating : 4.1/5 (36 download)
Download or read book How to Manage the IT Help Desk written by Noel Bruton and published by Routledge. This book was released on 2012-07-26 with total page 373 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk
Author :
Publisher :
ISBN 13 :
Total Pages : 344 pages
Book Rating : 4.:/5 (3 download)
Download or read book Resources in education written by and published by . This book was released on 1986-08 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : David Frost
Publisher : Routledge
ISBN 13 : 1135358338
Total Pages : 274 pages
Book Rating : 4.1/5 (353 download)
Download or read book Careers Education and Guidance written by David Frost and published by Routledge. This book was released on 2014-05-12 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text reviews the current scene in careers education and examines a range of different approaches in practice. It seeks to show how staff can use and adapt these ideas to implement change and improve careers education.
Author : United States. Congress. House. Committee on Education and the Workforce. Subcommittee on Education Reform
Publisher :
ISBN 13 :
Total Pages : 48 pages
Book Rating : 4.:/5 (327 download)
Download or read book Strengthening Vocational and Technical Education written by United States. Congress. House. Committee on Education and the Workforce. Subcommittee on Education Reform and published by . This book was released on 2004 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt:
