Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of products and services. You need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This new edition also includes new material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco, John Lewis and eBay.
Coaching for High Performance emphasises that coaching is a tool which can be used at any time and in any place, via telephone, e-mail and face to face. Coaching is a forward-focused and goal-oriented tool to unlock potential. It can also help you resolve issues with colleagues, key stakeholders or even your boss. It encourages self-discovery and awareness of self and others. By adopting a coaching approach, you are more likely to achieve high levels of both employee engagement and customer satisfaction. You can even use the practical techniques on your family, friends and yourself!
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.
This book will help you develop your management skills. It is designed to assist you in understanding the characteristics of a high-performance manager, to help you assess where your strengths and development areas lie as a manager and to create a plan of action for realising your management potential.
Engaged employees are more productive, engender greater customer satisfaction and loyalty, and help promote a company's brand. The Essential Guide to Employee Engagement provides the tools necessary to make this happen. This book explores the concept and practice behind creating an engaged workforce and how this can contribute to organizational success. Cook draws on case studies and examples from globally recognized companies to demonstrate how actively engaged employees assist the progress of their organization. She shows managers how to measure the level of their employees' engagement and provides them with strategies to help increase staff participation.
The second volume of the popular Compendium of Questionnaires and Inventories has arrived with 48 new assessments, checklists and surveys for increasing self-awareness and stimulating discussion in training and development activities. Designed to save time and assist busy trainers, HR professionals, line managers and team leaders, this new resource guides the selection of inventories for building skills, attitudes and behaviors. If youve ever felt frustrated by the sheer number of inventories in the marketplace today or wasted time searching for just the right one this resource deserves a place in your library. It condenses into one easy reference a wide a variety of inventories normally spr...
The Book Presents An Overview Of Issues Related To Social Protection In Asia And Argues That The Provision Of Social Protection Should Be Seen As A Core Issue Of Development That Needs Urgent Action By Governments, Society And The Organizations And Advocacy Groups Of The Poor.
Leading for Success is intended to provide IT managers with practical advice and tips on how to become an effective leader. Whatever the environment in which you work, providing effective leadership fosters a climate where team members want to give of their best and where organisational goals are more likely to be reached. Furthermore, there is a strong focus on leadership and the creation of stakeholder value for an organisation.
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 organisation all need to be aligned with, and respect, customer needs. Not only does ...