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Winning at Service : Lessons from Service Leaders, Waldemar Schmidt


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Автор: Waldemar Schmidt
Название:  Winning at Service : Lessons from Service Leaders   (Победа на службе)
Издательство: Wiley
Классификация:
Управление и методы управления
Продажи и маркетинг
Сфера обслуживания

ISBN: 0470848235
ISBN-13(EAN): 9780470848234
ISBN: 0-470-84823-5
ISBN-13(EAN): 978-0-470-84823-4
Обложка/Формат: Hardback
Страницы: 200
Вес: 0.428 кг.
Дата издания: 14.01.2003
Язык: ENG
Иллюстрации: Illustrations
Размер: 23.47 x 16.21 x 2.11 cm
Читательская аудитория: Professional & vocational
Подзаголовок: Lessons from service leaders
Ссылка на Издательство: Link
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Поставляется из: Англии
Описание: This book reveals the Secrets to Service Success by analyzing four service companies that grew from small beginnings to the leaders in their industries. Interviews with the four CEOs who guided the companies to their success reveal the three basic principles they all share. The CEOs interviewed are Thomas Berglund of Securitas and J. Philip Sorensen of Group4Falck, the worlds two largest security companies, Francis Mackay of Compass plc and Pierre Bellon of Sodexho Alliance, the worlds two largest food service companies.
Дополнительное описание: Кол-во стр.: 192
Формат: 234 x 159
Дата издания: 2003
Илюстрации: Illustrations
Вес: 434
Круг читателей: research, professional





Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement, Third Edition

Автор: Graban Mark
Название: Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement, Third Edition
ISBN: 1498743250 ISBN-13(EAN): 9781498743259
Издательство: Taylor&Francis
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Цена: 4179 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Organizations around the world are using Lean to redesign care and improve processes in a way that achieves and sustains meaningful results for patients, staff, physicians, and health systems. Lean Hospitals, Third Edition explains how to use the Lean methodology and mindsets to improve safety, quality, access, and morale while reducing costs, increasing capacity, and strengthening the long-term bottom line.This updated edition of a Shingo Research Award recipient begins with an overview of Lean methods. It explains how Lean practices can help reduce various frustrations for caregivers, prevent delays and harm for patients, and improve the long-term health of your organization.The second edition of this book presented new material on identifying waste, A3 problem solving, engaging employees in continuous improvement, and strategy deployment. This third edition adds new sections on structured Lean problem solving methods (including Toyota Kata), Lean Design, and other topics. Additional examples, case studies, and explanations are also included throughout the book.Mark Graban is also the co-author, with Joe Swartz, of the book Healthcare Kaizen: Engaging Frontline Staff in Sustainable Continuous Improvements, which is also a Shingo Research Award recipient. Mark and Joe also wrote The Executive’s Guide to Healthcare Kaizen.

Monitoring, Measuring, and Managing Customer Service

Автор: Gary S. Goodman PhD
Название: Monitoring, Measuring, and Managing Customer Service
ISBN: 0787951390 ISBN-13(EAN): 9780787951399
Издательство: Wiley
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Цена: 3970 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Improving customer service isn't a matter of finding better customer service reps. As Dr. Gary Goodman states, "We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it. " In this book Goodman identifies the core behaviors that make up excellent customer serviceas defined by the customerand provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction. Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone. Goodman identifies the twenty-four communication factors that promote customer service and presents TEAMeasures (Telephone Effectiveness Assessment Measures) to help managers measure telephone effectiveness, call quality, and customer satisfaction. He also introduces SEAMeasures (Supervisor Effectiveness Assessment Measures) to help companies evaluate the effectiveness of their team leaders, supervisors, and customer service managers. Goodman examines a wealth of real-life episodes of first-class service to illustrate what happened and show how each event can be repeated. He identifies the specific benefits that good service personnel provide and how those benefits translate into lasting customer loyalty. And he gives managers explicit criteria for measuring success and for recruiting, motivating, and retaining quality customer service personnel. With a focus on the management and organizational issues that make good customer service possible, Monitoring, Measuring, and Managing Customer Service helps companies with a corporate commitment to excellent customer service develop first-class customer service departments.

Service Management : Strategy and Leadership in Service Business, 3rd Edition

Автор: Richard Normann
Название: Service Management : Strategy and Leadership in Service Business, 3rd Edition
ISBN: 0471494399 ISBN-13(EAN): 9780471494393
Издательство: Wiley
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Цена: 3970 р.
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Описание: In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical actio It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company. The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation -but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as - more generally -the role of services in society. Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.

Perfect Phrases for Customer Service, Second Edition

Автор: Bacal Robert
Название: Perfect Phrases for Customer Service, Second Edition
ISBN: 0071745068 ISBN-13(EAN): 9780071745062
Издательство: McGraw-Hill
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Цена: 1044 р.
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Описание:

The Right Phrases for Every Situation . . . Every Time

You've heard it a million times: "The customer is always right." But let's face it, sometimes the customer is misinformed, confused, or downright difficult. Even so, customer service is the single most important key to success in today's highly competitive marketplace. "Perfect Phrases for Customer Service" provides perfect solutions for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Learn the most effective language for: Defusing a tense situation before it gets worse Dealing with complaints patiently and professionally Satisfying customers at every turn and increasing sales Building long-term relationships with important customers

Public Service Performance

Автор: Edited by George A. Boyne
Название: Public Service Performance
ISBN: 0521859913 ISBN-13(EAN): 9780521859912
Издательство: Cambridge Academ
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Цена: 7494 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: The performance of governments around the globe is constantly in the spotlight, whether as a celebration or indictment of their activities. Providing evidence on strategies to improve the performance of public agencies is therefore essential to the practice of public management. This important contribution to the debate explores issues of measurement, research methodology, and management influences on performance. It focuses on three key questions: What approaches should be adopted to measure the performance of public agencies? What aspects of management influence the performance of public agencies? As the world globalizes, what are the key international issues in performance measurement and management? In examining these questions, the contributors debate both methodological and technical issues regarding the measurement of performance in public organizations, and provide empirical analyses of the determinants of performance. The book concludes with groundbreaking work on the international dimensions of these issues.

Service innovation: organizational responses to technological opportunities and market imperatives

Название: Service innovation: organizational responses to technological opportunities and market imperatives
ISBN: 1860943675 ISBN-13(EAN): 9781860943676
Издательство: World Scientific Publishing
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Цена: 15907 р.
Наличие на складе: Невозможна поставка.

Описание: This collection brings together academic research and management practice on innovation in services, and identifies a range of successful organizational responses to current technological opportunities and market imperatives.

Involving customers in new service development

Название: Involving customers in new service development
ISBN: 1860946690 ISBN-13(EAN): 9781860946691
Издательство: World Scientific Publishing
Рейтинг:
Цена: 14086 р.
Наличие на складе: Поставка под заказ.

Описание: Deals with how companies can involve customers in order to learn the field of service-based business development. This book presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services.

How to Market, Advertise, and Promote Your Business or Service in Your Own Backyard

Автор: Egelhoff
Название: How to Market, Advertise, and Promote Your Business or Service in Your Own Backyard
ISBN: 0470258217 ISBN-13(EAN): 9780470258217
Издательство: Wiley
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Цена: 1671 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Create a successful and affordable marketing campaign for your local small business using the tips and detailed 10-point, step-by-step method in How to Market, Advertise and Promote Your Business or Service in Your Own Backyard.

From Products to Services - Insights and Experience from Companies Which Have Embraced the Service Economy

Автор: Young
Название: From Products to Services - Insights and Experience from Companies Which Have Embraced the Service Economy
ISBN: 0470026685 ISBN-13(EAN): 9780470026687
Издательство: Wiley
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Цена: 3761 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: A wide range of product companies throughout the Western economies have considered moving into or setting up service businesses. This book covers subjects such as strategic focus, change management, service operations, branding a service business, service sales and service marketing.

The Best Service Is No Service: How to Liberate Yo ur Customers from Customer Service, Keep Them Happ y, and Control Costs

Автор: Price
Название: The Best Service Is No Service: How to Liberate Yo ur Customers from Customer Service, Keep Them Happ y, and Control Costs
ISBN: 0470189088 ISBN-13(EAN): 9780470189085
Издательство: Wiley
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Цена: 2402 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Praise for The Best Service Is No Service "A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues. " -Don Peppers and Martha Rogers, Ph.D.

Marketing Technology as a Service: Proven Techniques that Create Value

Автор: Laurie Young and Bev Burgess
Название: Marketing Technology as a Service: Proven Techniques that Create Value
ISBN: 0470748400 ISBN-13(EAN): 9780470748404
Издательство: Wiley
Рейтинг:
Цена: 3865 р.
Наличие на складе: Нет в наличии.

Описание: With the advent of `cloud computing` and radical changes in the engineering of some utilities, the marketing of services that are based on a technical infrastructure is about to become as important and sophisticated as in, say, consumer products. This book explores their story and experience.

Award-winning customer service

Название: Award-winning customer service
ISBN: 0814474543 ISBN-13(EAN): 9780814474549
Издательство: McGraw-Hill
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Цена: 1357 р.
Наличие на складе: Поставка под заказ.

Описание: Shows how to stand out from the crowd and deliver excellent service to customers. This book offers tips and strategies for improving and then maintaining any company`s level of customer service. It is a reference for anyone seeking to make customers feel truly valued.


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