Handling Complaints Pocketbook
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Handling Complaints Pocketbook
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Author : Angelena Boden
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Handling Complaints Pocketbook written by Angelena Boden and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
The Handling Complaints Pocketbook looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional. The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers. The next sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behaviour. The final section looks at ways to turn complaints into compliments and create loyal customers. From the author of The Problem Behaviour Pocketbook.
Handling Complaints
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Author : Angelena Boden
language : en
Publisher: Pocketbooks
Release Date : 2015-04-30
Handling Complaints written by Angelena Boden and has been published by Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-04-30 with Business & Economics categories.
Looks at why people complain and how they go about it. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques that can be used to turn complainants into loyal customers.
Handling Complaints
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Author :
language : en
Publisher:
Release Date :
Handling Complaints written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Customer Service Pocketbook
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Author : Sean McManus
language : en
Publisher: Management Pocketbooks
Release Date : 2013-01-01
Customer Service Pocketbook written by Sean McManus and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-01 with Business & Economics categories.
The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.
The Customer Service Pocketbook
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Author : Tony Newby
language : en
Publisher:
Release Date : 1995
The Customer Service Pocketbook written by Tony Newby and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Customer relations categories.
Managing Change Pocketbook
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Author : Neil Russell-Jones
language : en
Publisher: Management Pocketbooks
Release Date : 2016-08-16
Managing Change Pocketbook written by Neil Russell-Jones and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-08-16 with Business & Economics categories.
The Managing Change Pocketbook is for all those people responsible for managing change or wishing to understand an imposed change. Now in its 4th edition, this popular title in the Pocketbooks Series explains what change is and why it is necessary, why some change needs proactive management, the effects of change on people, how to gain commitment, how to manage change, the tools available, ways to communicate, and examples of success and failure.
Managing Recruitment Pocketbook
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Author : Stewart Wright
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Managing Recruitment Pocketbook written by Stewart Wright and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
Recruiting successful candidates leads to improved performance, increased customer satisfaction, enhanced organisational reputation, greater staff morale and a positive reflection on those involved in the recruitment process. The Managing Recruitment Pocketbook explains how to plan recruitment, attract the right candidates, assess CVs and application forms, get the most out of the interview, use different methods of selection and how to make the job offer. Under 'attracting the right candidates', the pocketbook looks at advertising methods, using the internet, employing recruitment agencies and recruiting internally. Selection methods addressed include psychometric tests, personality questionnaires, assessment centres, presentations and work sample exercises. The final chapter covers how to pull all the selection information together, references, medicals, handling unsuccessful candidates and making the eventual offer. Complementing this new title are two other existing pocketbooks, The Interviewer's Pocketbook and The Succeeding At Interviews Pocketbook.
Cross Cultural Business Pocketbook
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Author : John Mattock
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Cross Cultural Business Pocketbook written by John Mattock and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
For those who do business overseas, this book is a valuable insurance policy', commented The Good Book Guide on The Cross-cultural Business Pocketbook. 'It sets out not only examples of local attitudes and thinking but a whole way of planning and executing international communication and business dealing', continued the Guide. This Pocketbook is for anyone doing business outside his or her country, whether attending or organising a multinational conference, making a presentation to a group of managers from different countries, or being relocated abroad. Starting with a look at culture and its effects on working behaviour, the book then reviews ways of developing communication skills across the culture gap. Finally there is a section of specific material covering, amongst others, Europe, the Arab world and North America. A review of this book on Amazon.co.uk states: 'This little pocketbook is a gem. It is written clearly and has an easy to use section for identifying problem areas'.
Feedback Pocketbook
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Author : Mike Pezet
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Feedback Pocketbook written by Mike Pezet and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
Lack of feedback and coaching to aid development is the third most cited reason for resignations at work. 'Netgeners' with their reliance on social networking and instant messaging have added even greater impetus to the need for performance feedback. Feedback is integral to learning: it helps to develop skills, knowledge and confidence, and reinforces desired behaviours. It can reassure and thus reduce anxiety; and it can help people see the 'bigger picture', leading to greater alignment with organisational goals and needs. The Feedback Pocketbook encourages managers (and trainers) to use informal, formal and generative feedback as part of their day-to-day approach to motivating, managing and developing people. It explains how to construct and deliver feedback, and demonstrates how to use the underlying dynamics (explicit and implicit) to secure feedback acceptance.
Memory Pocketbook
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Author : Vicki Culpin
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Memory Pocketbook written by Vicki Culpin and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
Memory is fundamental to our very existence. This title looks at the structure of memory, distinguishing between sensory memory and short- and long-term memory. It describes the causes of poor memory (tiredness, cognitive overload and poor concentration) and the key principles for improving it (attention, effort, motivation and meaning).