Atendimento Na Era 4 0 Como Criar A Melhor Experi Ncia Para O Seu Cliente
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Atendimento Na Era 4 0 Como Criar A Melhor Experi Ncia Para O Seu Cliente
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Author : Victor Aguiar
language : pt-BR
Publisher: Editora Appris
Release Date : 2021-02-18
Atendimento Na Era 4 0 Como Criar A Melhor Experi Ncia Para O Seu Cliente written by Victor Aguiar and has been published by Editora Appris this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-02-18 with Business & Economics categories.
Na era 4.0, o grande diferencial das organizações é a capacidade de oferecer uma experiência memorável para o cliente e, nesse sentido, o atendimento é o elemento chave. E, ao falarmos de atendimento ao cliente, procuramos abranger, neste livro, todas as possíveis interfaces: o atendimento virtual, o telefônico e o pessoal; considerando, ainda, as características específicas de cada uma delas e agregando elementos do design de serviços, do relacionamento com públicos diferenciados (deficientes e idosos) e do desenvolvimento das equipes, um dos aspectos mais importantes. Mesmo porque são as pessoas que fazem a experiência do cliente ser inesquecível, seja no projeto de uma interface, como, por exemplo, num site; seja em um chat, ou, ainda, no contato telefônico ou pessoalmente; seja como for, a competitividade, a digitalização das relações e o senso de urgência criam o cenário de que se tem apenas uma única chance de encantar o cliente e gerar negócios. Para tanto, temos que estar preparados. Como dizia Philip Kotler (o papa do marketing), "você não tem uma segunda chance de causar uma primeira boa impressão" e, nesse sentido, o livro Atendimento ao cliente na era 4.0, criando a melhor experiência para seu cliente traz um conjunto completo de informações que o ajudarão a se tornar uma organização memorável para seus clientes, por meio de um atendimento de excelência. Todo esse conteúdo é abordado ao longo de 10 capítulos, sendo que, ao final de cada um, há um resumo com os principais tópicos e um checklist, para uma verificação de como anda o seu atendimento ao cliente.
Feedback That Works How To Build And Deliver Your Message First Edition
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Author : Sloan R. Weitzel
language : en
Publisher: Center for Creative Leadership
Release Date : 2018-05-01
Feedback That Works How To Build And Deliver Your Message First Edition written by Sloan R. Weitzel and has been published by Center for Creative Leadership this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-05-01 with Business & Economics categories.
This is the first edition of this title. A revised edition has now been released (9781604919219). Effective feedback, whether it's meant for your boss, your peers, or your direct reports, is built around three ideas. One, focus on the situation. Two, describe the other person's behavior you observed in that situation. And third, describe the impact that behavior had on you. The result is a message that is clear and that can inspire action and productive change
Customer Impact Agenda
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Author : Phil Winters
language : en
Publisher: Philip Winters
Release Date : 2014-08-15
Customer Impact Agenda written by Phil Winters and has been published by Philip Winters this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-08-15 with Business & Economics categories.
For a customer strategy to be effective in the acquisition of new customers and the strengthening of existing relationships, it needs to reach them throughout their entire purchase decision cycle. To achieve this, it's importantto have a real picture of the entire customer experience, which usually starts long before there's ever been any contact with your organization. Once you've taken your customers' perspective and considered their preferred touchpoints, you'll discover surprising new opportunities for customer interaction, recognize new business approaches, prioritize existing initiatives and gain more value from your efforts.
Translational Medicine
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Author : Joy A. Cavagnaro
language : en
Publisher: CRC Press
Release Date : 2021-11-26
Translational Medicine written by Joy A. Cavagnaro and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-11-26 with Medical categories.
Translational Medicine: Optimizing Preclinical Safety Evaluation of Biopharmaceuticals provides scientists responsible for the translation of novel biopharmaceuticals into clinical trials with a better understanding of how to navigate the obstacles that keep innovative medical research discoveries from becoming new therapies or even making it to clinical trials. The book includes sections on protein-based therapeutics, modified proteins, oligonucleotide-based therapies, monoclonal antibodies, antibody–drug conjugates, gene and cell-based therapies, gene-modified cell-based therapies, combination products, and therapeutic vaccines. Best practices are defined for efficient discovery research to facilitate a science-based, efficient, and predictive preclinical development program to ensure clinical efficacy and safety. Key Features: Defines best practices for leveraging of discovery research to facilitate a development program Includes general principles, animal models, biomarkers, preclinical toxicology testing paradigms, and practical applications Discusses rare diseases Discusses "What-Why-When-How" highlighting different considerations based upon product attributes. Includes special considerations for rare diseases About the Editors Joy A. Cavagnaro is an internationally recognized expert in preclinical development and regulatory strategy with an emphasis on genetic medicines.. Her 40-year career spans academia, government (FDA), and the CRO and biotech industries. She was awarded the 2019 Arnold J Lehman Award from the Society of Toxicology for introducing the concept of science-based, case-by-case approach to preclinical safety evaluation, which became the foundation of ICH S6. She currently serves on scientific advisory boards for advocacy groups and companies and consults and lectures in the area of preclinical development of novel therapies. Mary Ellen Cosenza is a regulatory toxicology consultant with over 30 years of senior leadership experience in the biopharmaceutical industry in the U.S., Europe, and emerging markets. She has held leadership position in both the American College of Toxicology (ACT) and the International Union of Toxicology (IUTOX) and is also an adjunct assistant professor at the University of Southern California where she teaches graduate-level courses in toxicology and regulation of biologics.
Asylums
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Author : Erving Goffman
language : en
Publisher: Routledge
Release Date : 2017-09-08
Asylums written by Erving Goffman and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-08 with Social Science categories.
A total institution is defined by Goffman as a place of residence and work where a large number of like-situated, individuals, cut off from the wider society for an appreciable period of time, together lead an enclosed, formally administered round of life. Prisons serve as a clear example, providing we appreciate that what is prison-like about prisons is found in institutions whose members have broken no laws. This volume deals with total institutions in general and, mental hospitals, in particular. The main focus is, on the world of the inmate, not the world of the staff. A chief concern is to develop a sociological version of the structure of the self. Each of the essays in this book were intended to focus on the same issue--the inmate's situation in an institutional context. Each chapter approaches the central issue from a different vantage point, each introduction drawing upon a different source in sociology and having little direct relation to the other chapters. This method of presenting material may be irksome, but it allows the reader to pursue the main theme of each paper analytically and comparatively past the point that would be allowable in chapters of an integrated book. If sociological concepts are to be treated with affection, each must be traced back to where it best applies, followed from there wherever it seems to lead, and pressed to disclose the rest of its family.
Spin Selling
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Author : Neil Rackham
language : en
Publisher: Taylor & Francis
Release Date : 2020-04-28
Spin Selling written by Neil Rackham and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-04-28 with Business & Economics categories.
True or false? In selling high-value products or services: 'closing' increases your chance of success; it is essential to describe the benefits of your product or service to the customer; objection handling is an important skill; open questions are more effective than closed questions. All false, says this provocative book. Neil Rackham and his team studied more than 35,000 sales calls made by 10,000 sales people in 23 countries over 12 years. Their findings revealed that many of the methods developed for selling low-value goods just don‘t work for major sales. Rackham went on to introduce his SPIN-Selling method. SPIN describes the whole selling process: Situation questions Problem questions Implication questions Need-payoff questions SPIN-Selling provides you with a set of simple and practical techniques which have been tried in many of today‘s leading companies with dramatic improvements to their sales performance.
Design
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Author : Bernhard E. Bürdek
language : de
Publisher: Birkhäuser
Release Date : 2015-08-31
Design written by Bernhard E. Bürdek and has been published by Birkhäuser this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-08-31 with Architecture categories.
For students of design, professional product designers, and anyone interested in design equally indispensable: the fully revised and updated edition of the reference work on product design. The book traces the history of product design and its current developments, and presents the most important principles of design theory and methodology, looking in particular at the communicative function of products and highlighting aspects such as corporate and service design, design management, strategic design, interface/interaction design and human design.. From the content: Design and history: The Bauhaus; The Ulm School of Design; The Example of Braun; The Art of Design Design and Globalization Design and Methodology: Epistemological Methods in Design Design and Theory: Aspects of the Disciplinary Design Theory Design and its Context: From Corporate Design to Service Design Product Language and Product Semiotics Architecture and Design Design and Society Design and Technological Progress
Business Process Engineering
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Author : August-Wilhelm Scheer
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-12-06
Business Process Engineering written by August-Wilhelm Scheer and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-06 with Business & Economics categories.
The first English-language edition of this book was published in 1989 under the title "Enterprise-Wide Data Modelling." It introduced a new enterprise data model that has since gone on to enjoy widespread use as a reference model. Since that time, the author has continued to develop the representation of application problems, both on a theoretical basis using modeling languages and on a practical basis using real-world studies. This has led to so many new aspects that this second English-language edition (the original German version is now in its fifth edition) constitutes a completely new book. The new title expresses the stricter emphasis on business processes in contrast to the previous edition, which was geared more toward a functional structure. This approach reflects the trend toward process oriented structural and procedural organization in enterprises that is currently being supported by new means of information processing. Perhaps the most obvious way in which the second English-language edition differs from the first is in the increased number of pages. This is a direct result of the higher degree of detail and the more thorough problem description presented in the new edition. The degree of detail has increased in the case of those problems that are particularly important in terms of selecting and designing information systems in an industrial enterprise, e.g., the product description and CAM factory organization. This approach provides greater reality and thus facilitates a better understanding of the complex organism that is an industrial enterprise.
Computer Networks
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Author : Andrew S. Tanenbaum
language : en
Publisher: Pearson Education India
Release Date : 2003
Computer Networks written by Andrew S. Tanenbaum and has been published by Pearson Education India this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Computer networks categories.
Details descriptions of the principles associated with each layer and presents many examples drawn the Internet and wireless networks.
Pathways Of Power
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Author : Eric R. Wolf
language : en
Publisher: Univ of California Press
Release Date : 2001-01-03
Pathways Of Power written by Eric R. Wolf and has been published by Univ of California Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-01-03 with Psychology categories.
This collection of essays was devised by the author to study how anthropology brought the study of complex societies and world systems in to its purview.