Manage Quality Customer Service
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Managing Quality Customer Service
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Author : William B. Martin
language : en
Publisher: Crisp Pub Incorporated
Release Date : 1989
Managing Quality Customer Service written by William B. Martin and has been published by Crisp Pub Incorporated this book supported file pdf, txt, epub, kindle and other format this book has been release on 1989 with Business & Economics categories.
This practical, self-study book was developed to help you establish and manage a quality service operation.
Managing Quality Customer Service
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Author : William Martin
language : en
Publisher:
Release Date : 1989
Managing Quality Customer Service written by William Martin and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1989 with Customer relations categories.
Bsbcus501c Manage Quality Customer Service Workbook
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Author : Kim Aubrey
language : en
Publisher:
Release Date : 2014-12-18
Bsbcus501c Manage Quality Customer Service Workbook written by Kim Aubrey and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-18 with categories.
Elements and Performance Criteria1. Plan to meet internal and external customer requirements.Investigate, identify, assess, and include the needs of customers in planning processes.Ensure plans achieve the quality, time and cost specifications agreed with customers.Ensure delivery of quality products and services.Deliver products and services to customer specifications within organisation's business plan.Monitor team performance to consistently meet the organisation's quality and delivery standards.Assist colleagues to overcome difficulty in meeting customer service standards. Monitor, adjust and review customer service.Develop and use strategies to monitor progress in achieving product and/or service targets and standards.Develop and use strategies to obtain customer feedback to improve the provision of products and services.Develop, procure and use resources effectively to provide quality products and services to customers.Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups.Manage records, reports and recommendations within the organisation's systems and processes.
Managing Customer Value
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Author : Bradley Gale
language : en
Publisher: Simon and Schuster
Release Date : 2009-11-24
Managing Customer Value written by Bradley Gale and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-11-24 with Business & Economics categories.
Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Quality Of Service
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Author : Bo Edvardsson
language : en
Publisher: McGraw-Hill Companies
Release Date : 1994
Quality Of Service written by Bo Edvardsson and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.
Bsbcus501a
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Author : Sandra Griffith
language : en
Publisher:
Release Date : 2007
Bsbcus501a written by Sandra Griffith and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Customer relations categories.
"Manage Quality Customer Service is essentially about how an organisation plans, implements, co-ordinates and controls all the day to day activities needed to provide excellent customer service in a range of industries. This book will assist the reader to develop the skills and knowledge required to develop a customer service plan, manage resource acquisition and lead and manage a customer service team. It also provides information, case studies and a range of activities that related to monitoring and reviewing customer service performance. It features a range of case studies that describe the application of customer service plans in various work environments and fully supports BSBCUS501A." --publisher.
Managing Quality Customer Service
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Author : William B. Martin
language : en
Publisher:
Release Date : 1991
Managing Quality Customer Service written by William B. Martin and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with Customer services categories.
Unleashing Excellence
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Author : Dennis Snow
language : en
Publisher: John Wiley & Sons
Release Date : 2009-10-29
Unleashing Excellence written by Dennis Snow and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-10-29 with Business & Economics categories.
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Managing Customer Value
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Author : Bradley T. Gale
language : en
Publisher:
Release Date : 1994
Managing Customer Value written by Bradley T. Gale and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Consumer satisfaction categories.
Service Quality Management In Hospitality Tourism And Leisure
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Author : Connie Mok
language : en
Publisher: Routledge
Release Date : 2013-01-11
Service Quality Management In Hospitality Tourism And Leisure written by Connie Mok and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-11 with Business & Economics categories.
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.