Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should. The results can be both surprising and illuminating, such as: Company culture doesn’t always support service excellence Over-emphasis on cost reduction often increases the cost of service Employees are torn between doing the right thing for the customer and following policy Poor products and services can make helping the customer nearly impossible Employees’ interests often don’t align with company goals Once core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best. 1. Language: English. Narrator: Walter Dixon. Audio sample: http://samples.audible.de/bk/gdan/000820/bk_gdan_000820_sample.mp3. Digital audiobook in aax.
Emergent Strategies for E-Business Processes Services and Implications:Advancing Corporate Frameworks
A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all-time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience. Advises on the need to communicate that experience to their customers and potential customers. Frank Eliason, recognized by BusinessWeek as the ´most famous customer service manager in the US, possibly in the world´, has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships. At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization. 1. Language: English. Narrator: Nicholas Tichovsky. Audio sample: http://samples.audible.de/bk/adbl/004688/bk_adbl_004688_sample.mp3. Digital audiobook in aax.
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Collaborative Business und Web Services:Ein Managementleitfaden in Zeiten technologischen Wandels. Auflage 2003 Holger Silberberger
Innovation Interactions Between Knowledge-Intensive Business Services And Small And Medium-Sized Enterprises:An Analysis in Terms of Evolution Knowledge and Territories. Softcover reprint of the original 1st ed. 2001 Emmanuel Muller
The real-world guide to selling your services and bringing in business....How Clients Buy is the much-needed guide to selling your services. If you´re one of the millions of people whose skills are the ´´product,´´ you know that you cannot be successful unless you bring in clients. The problem is, you´re trained to do your job-not sell it. No matter how great you may be at your actual role, you likely feel a bit lost, hesitant, or ´´behind´´ when it comes to courting clients, an unfamiliar territory where you´re never quite sure of the line between under- and over-selling. This book comes to the rescue with real, practical advice for selling what you do. You´ll have to unlearn everything you know about sales, but then you´ll learn new skills that will help you make connections, develop rapport, create interest, earn trust, and turn prospects into clients.Business development is critical to your personal success, and your skills in this area will dictate the course of your career. This invaluable guide gives you a set of real-world best practices that can help you become the rainmaker you want to be. 1. Language: English. Narrator: Barry Abrams. Audio sample: http://samples.audible.de/bk/gdan/003235/bk_gdan_003235_sample.mp3. Digital audiobook in aax.
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners as well as against demands of the future in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into ´´owners´´. Looking ahead, the authors describe the world of great service leaders in which ´´both/and´´ thinking replaces trade-offs. It´s a world in which new ideas will be tested against the sine qua non of the ´´service trifecta´´ - wins for employees, customers, and investors. And it´s a world in which the best leaders admit that they don´t have the answers and create organizations that learn, innovate, ´´sense and respond´´, operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise. 1. Language: English. Narrator: Wayne Shepherd. Audio sample: http://samples.audible.de/bk/acx0/040550/bk_acx0_040550_sample.mp3. Digital audiobook in aax.
Engineering Business Processes with Service Level Agreements:From Early Requirements towards Business Processes Ganna Frankova
German Knowledge Intensive Business Services (KIBS) in China:An empirical analysis of German KIBS in Beijing as knowledge intermediaries Akademische Schriftenreihe. 1. Auflage Julian Schwabe
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Transforming Leadership for Service Business:Dissertationsschrift. 2. Auflage Yong Nie