Mastering Professional Services
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Mastering Professional Services
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Author : Thomas E. Lah
language : en
Publisher:
Release Date : 2005-09
Mastering Professional Services written by Thomas E. Lah and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-09 with Business planning categories.
Companies worldwide continue to seek new growth opportunities by establishing professional services to complement their current company portfolio. These professional service organizations are being chartered to secure high margin streams of revenue, improve customer satisfaction, and solidify customer loyalty. However, many of these companies have little experience building and managing a professional services organization. This lack of experience is creating incredible organizational pain. Not just product companies are struggling in their attempts to create profitable and effective professional service organizations. System integrators and value added resellers that must incorporate complicated technologies into their service offerings are struggling to scale service capabilities. Outsourcing and managed service providers that now want to provide consultative support are learning there are significant differences in these service lines. Many times, the current professional service strategy for these companies is simply not sustainable. Mastering Professional Services is the first book to guide acompany through the process of designing a viable services strategy that complements a broader company portfolio. From the author of Building Professional Services: The Siren's Song, this book continues the tradition of providing practical tools and techniques to manage professional services when it is not the core offering of the company.
Winning The Professional Services Sale
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Author : Michael W. McLaughlin
language : en
Publisher: John Wiley & Sons
Release Date : 2009-08-06
Winning The Professional Services Sale written by Michael W. McLaughlin 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 2009-08-06 with Business & Economics categories.
An innovative approach to winning more profitable sales in the growing professional services industry In recent years, professional services providers have had to rethink their sales methods and adapt to profound changes in the way clients buy services. In response, Winning the Professional Services Sale argues for fundamental changes in the seller's mindset and sales strategies. Rather than pressing the sale, salespeople must help clients buy--the way that works best for each client. This new approach gives buyers what they now want in a services seller: a consultative problem solver, change agent, and solution integrator, all rolled into one. Author Michael McLaughlin presents a strategy for winning new business with a holistic approach to each client relationship. Only by fully understanding a sale from every angle, including its impact on the client's business and career, can salespeople thrive in the new era of the service economy.
Mastering Professional Help Desk Skills A Comprehensive Guide For Customer Service Excellence
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Author : Gerard Assey
language : en
Publisher: Gerard Assey
Release Date : 2024-03-11
Mastering Professional Help Desk Skills A Comprehensive Guide For Customer Service Excellence written by Gerard Assey and has been published by Gerard Assey this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-03-11 with Business & Economics categories.
‘Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence.’ is a comprehensive book designed to empower help desk professionals, customer service representatives, and CS Engineers with the essential skills needed for success in personal, telephone, and internet interactions. From the significance of first impressions to the intricacies of complaint handling, the book explores the art of customer service. It emphasizes the human element, going beyond technicalities to cultivate a customer-centric mindset. Readers will discover practical insights, real-world examples, and actionable strategies to enhance their communication, problem-solving, and stress management abilities. Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. This guide is a roadmap for individuals seeking to not only meet but exceed customer expectations, ultimately contributing to the success of their teams and organizations. The Book covers: Preface Crafting Lasting Impressions in Customer Service The Importance of Customer Service Key Benefits of Providing Excellent Customer Service The Roles, Responsibilities & Functions of a HELP DESK Professional KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills Pre-Call Planning and Preparation During the Call: Steps to a Professional Service Call Effective Questioning and Listening Skills Open-ended Questions to get to the Root of Issues in Various Categories of Industries Steps to be a Good Listener Handling Complaints and Angry Customers Resolving Complaints Effectively Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction Ensuring Proper Grooming and Presenting a Professional Image Customer Care Skills Internet Interaction (Email) Professional DO’s & DON’T’s of Emailing Continuous Improvement and Teamwork Coping with Stress in the Service Industry Teamwork in Customer Service Understanding Customer Behavior A Personality Assessment for Customer Service Staff Identifying Different Customer Types Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them Typical Incident Management Process Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey About the Author
Mastering The Basics
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Author : Dean Karrel
language : en
Publisher: Post Hill Press
Release Date : 2019-07-16
Mastering The Basics written by Dean Karrel and has been published by Post Hill Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-16 with Business & Economics categories.
Do you ever feel pressured to learn the latest strategies just to stay ahead of your peers? Are there times when you feel intimidated by colleagues with fancy titles or advanced degrees who don’t shy away from sharing their opinions? We can all fall into the trap of getting caught up in a competitive and stressful work environment and the result can negatively impact our confidence and ability to maximize our potential. Based on business lessons and techniques that Dean Karrel learned throughout his career this book reveals that common sense, integrity, character, and the importance of self-confidence are the critical cornerstones of being successful and fulfilled in business. Being yourself, working to the best of your ability, and mastering the basics is what can set you apart from the rest! Just a few of the nearly two hundred topics covered include: Learning social and soft skills The value of emotional intelligence The importance of planning and preparationWorking for a micromanager Keeping things simple and avoiding distractionsVulnerability is a positive qualityPrioritizing and focusing on what really mattersWhy you shouldn’t be afraid you don’t know something
Mastering Services Pricing
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Author : Kevin Doolan
language : en
Publisher: Pearson UK
Release Date : 2015-08-11
Mastering Services Pricing written by Kevin Doolan and has been published by Pearson UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-08-11 with Business & Economics categories.
The definitive guide on how to price services to deliver profit, fund for product development and meet the needs of the customer/client at a price they are happy to pay. As traditional manufacturing companies move to service provision, what pricing model should they develop and what buyer behaviour model should they nurture? What happens if you get your services offering right, but your pricing model wrong? Mastering Services Pricing shows you how to create pricing that allows you to deliver maximum profit and high client satisfaction. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Managing The Professional Service Firm
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Author : David H. Maister
language : en
Publisher: Simon and Schuster
Release Date : 2012-12-11
Managing The Professional Service Firm written by David H. Maister 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 2012-12-11 with Business & Economics categories.
Professional service firms differ from other business enterprises in two distinct ways: first they provide highly customised services thus cannot apply many of the management principles developed for product-based industries. Second, professional services are highly personalised, involving the skills of individuals. Such firms must therefore compete not only for clients but also for talented professionals. Drawing on more than ten years of research and consulting to these unique and creative companies, David Maister explores issues ranging from marketing and business development to multinational strategies, human resources policies to profit improvement, strategic planning to effective leadership. While these issues can be complex, Maister simplifies them by recognising that 'every professional service firm in the world, regardless of size, specific profession, or country of operation, has the same mission statement: outstanding service to clients, satisfying careers for its people and financial success for its owners.'
The New Professional Service Firm
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Author : L. Martin van der Mandele
language : en
Publisher: Springer Nature
Release Date : 2022-10-27
The New Professional Service Firm written by L. Martin van der Mandele and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-10-27 with Business & Economics categories.
The authors of this book alert that professional services like law, accountancy, and consultancy firms are set to face major disruption. The most important driver and enabler are the new technologies that help and in part substitute the work done by professionals. The second important disruptor is the new generation of professionals – “NewGen” – who are less interested in building their careers in a hierarchical organization and more interested in entrepreneurial challenges in small teams, with more rapid returns. In the meanwhile, major service conglomerates – the “big four” accounting firms, the “big three” consulting firms to name a few examples – build their network using their brand and substantial resources. All along, the relentless pressure from clients to receive more services at lower cost continues. Medium-sized professional firms as well as one-person independents appear to suffer most from these disruptions and are most anxious to find new ways to conduct their business. But the leaders of large firms also feel that they are increasingly unable to support the innovative entrepreneurship of their most promising professionals while their organizations institutionalize and their overheads continue to grow. This book proposes a new orientation and model of a professional service firm as an answer to these challenges, by creating a Professional Service Community. It is a synergistic team of organizations that share a vision of their role in society and main lines of their mission as well as the quality of their deliverables and their key clients. At the same time, they are independent in designing their internal business models – like recruitment, training, knowledge management, and economics. The Professional Service Community provides a unique and highly attractive level of entrepreneurship, flexibility, and efficiency to the benefit of its clients, partners, staff, and other stakeholders. It is the way of the future.
Mastering The Job Search Process In Recreation And Leisure Services
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Author : Craig Ross
language : en
Publisher: Jones & Bartlett Learning
Release Date : 2011-04-18
Mastering The Job Search Process In Recreation And Leisure Services written by Craig Ross and has been published by Jones & Bartlett Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-04-18 with Business & Economics categories.
Mastering the Job Search Process in Recreation and Leisure Services, Second Edition, is a practical guide full of tools and advice for recreation and leisure service professionals. This book simplifies the process of securing a job in recreation and leisure service by explaining every step from both an employer’s and applicant’s point of view. Based on years of experience in the hiring process, this book reflects research conducted with over one thousand recreation and leisure services practitioners involved in the job search process. The book includes their advice as well as secrets to success.
The Management Consultant
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Author : Richard Newton
language : en
Publisher: Pearson Education
Release Date : 2010
The Management Consultant written by Richard Newton and has been published by Pearson Education this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Business & Economics categories.
Guide for professional management consultants showing how to develop skills and attributes for client-centric consulting.
Understanding Records Second Edition
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Author : Jay Hodgson
language : en
Publisher: Bloomsbury Publishing USA
Release Date : 2019-07-25
Understanding Records Second Edition written by Jay Hodgson and has been published by Bloomsbury Publishing USA this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-25 with Music categories.
The revised edition of Understanding Records explains the musical language of recording practice in a way any interested reader and student can easily understand. Drawing on readily available hit records produced since 1945, each section of this book explains a handful of core production and engineering techniques in chronological record-making sequence, elucidates how those techniques work, what they sound like, how they function musically, where listeners can hear them at work in the broader Top 40 soundscape, and where they fit within the broader record-making process at large. As the only book to introduce music production and its practical elements with no assumed prior knowledge, the revised edition includes: · Exclusive print and video interviews with emerging and established recordists, including: Alex Chuck Krotz (Drake, Three Days Grace, Mother Mother); Kevin O' Leary (Shawn Mendes, The Glorious Sons, Monster Truck); Alastair Sims (Rush, The Tragically Hip, Barenaked Ladies); Matt Shelvock (kingmobb, san holo, bitbird, DROLOE); and Russ Hepworth-Sawyer (Billy Ray Cyrus, Steve Earle, Amadou & Miriam) · Numerous “real word” audio examples, organized into easily accessible streaming playlists, culled from Juno-nominated sessions the author himself worked on, and numerous other professional sources. · Easy to understand explanations of each facet of the record production process, which avoid technical jargon and clarify terminology. · Information on new developments in recording practice and updated musical references. Completely reworked and expanded sections on mixing and audio mastering.