Customer Service: Pearson New International Edition PDF eBook PDF Download

Author: Elaine K. Harris
Publisher: Pearson Higher Ed
ISBN: 129205350X
Category : Business & Economics
Languages : en
Pages : 198

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Book Description
For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

Author: Elaine K. Harris
Publisher: Pearson Educacion
ISBN: 9780132974349
Category : Customer services
Languages : en
Pages : 175

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Book Description
The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships. For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles

Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081441334X
Category : Business & Economics
Languages : en
Pages : 274

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Book Description
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Author: Robert W. Lucas
Publisher:
ISBN: 9780071277501
Category : Customer services
Languages : en
Pages : 544

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Book Description
"Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel

Author: M. Lindell Joseph
Publisher: Elsevier Health Sciences
ISBN: 0323697127
Category : Medical
Languages : en
Pages : 594

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Book Description
Develop your management and nursing leadership skills! Leadership & Nursing Care Management, 7th Edition focuses on best practices to help you learn to effectively manage interdisciplinary teams, client needs, and systems of care. A research-based approach includes realistic cases studies showing how to apply management principles to nursing practice. Arranged by American Organization for Nursing Leadership (AONL) competencies, the text addresses topics such as staffing and scheduling, budgeting, team building, legal and ethical issues, and measurement of outcomes. Written by noted nursing educators Diane L. Huber and Maria Lindell Joseph, this edition includes new Next Generation NCLEX® content to prepare you for success on the NGN certification exam. - UNIQUE! Organization of chapters by AONL competencies addresses leadership and care management topics by the five competencies integral to nurse executive roles. - Evidence-based approach keeps you on the cutting edge of the nursing profession with respect to best practices. - Critical thinking exercises at the end of each chapter challenge you to reflect on chapter content, critically analyze the information, and apply it to a situation. - Case studies at the end of each chapter present real-world leadership and management vignettes and illustrate how concepts can be applied to specific situations. - Research Notes in each chapter summarize current research studies relating to nursing leadership and management. - Full-color photos and figures depict concepts and enhance learning. - NEW! Updates are included for information relating to the competencies of leadership, professionalism, communication and relationship building, knowledge of the healthcare environment, and business skills. - NEW! Five NGN-specific case studies are included in this edition to align with clinical judgment content, preparing you for the Next Generation NCLEX® (NGN) examination. - NEW contributors — leading experts in the field — update the book's content.

Author: Petrogav International Oil & Gas Training Center
Publisher: Petrogav International
ISBN:
Category : Business & Economics
Languages : en
Pages : 374

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Book Description
This course covers aspects like HSE, Process, Mechanical, Electrical and Instrumentation & Control that will enable you to apply for any position in the Oil and Gas Industry. The job interview is probably the most important step you will take in your job search journey. Because it's always important to be prepared to respond effectively to the questions that employers typically ask at a job interview Petrogav International has prepared this eBooks that will help you to get a job in oil and gas industry. As a BONUS this eBook contains web addresses to 309 video movies for a better understanding of the technological process and 205 web addresses to recruitment companies where you may apply for a job.

Author: Kenneth C. Laudon
Publisher: Pearson Educación
ISBN: 9789702605287
Category : Business & Economics
Languages : en
Pages : 618

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Book Description
Management Information Systems provides comprehensive and integrative coverage of essential new technologies, information system applications, and their impact on business models and managerial decision-making in an exciting and interactive manner. The twelfth edition focuses on the major changes that have been made in information technology over the past two years, and includes new opening, closing, and Interactive Session cases.

Author: Vinod V. Sople
Publisher: Pearson Education India
ISBN: 9788131760994
Category :
Languages : en
Pages : 560

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Book Description

Author: Ruediger Wischenbart
Publisher: "O'Reilly Media, Inc."
ISBN: 144931998X
Category : Computers
Languages : en
Pages : 149

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Book Description
The Global eBook Report documents and analyses how ebook markets emerge in the US, UK, continental Europe, Brazil, China, India, Russia, and the Arab world. It combines the best available data and references to specialized local actors, with thematic chapters, focusing on critical policy debates and on key driving forces, notably ebook bestsellers and pricing strategies across European markets, self-publishing, government regulation, piracy, and the expanding impact of global players. The Global eBook Report is available for download from October 1st , 2013, at www.global-ebook.com. A project of Rüdiger Wischenbart Content and Consulting.

Author: Sople
Publisher: Pearson Education India
ISBN: 9332511691
Category :
Languages : en
Pages : 557

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Book Description
Supply Chain Management is essential for creating value for both customers and stakeholders. Effective supply chains help organizations to compete in both global and domestic markets. Supply Chain Management: Text and Cases addresses these issues in seven parts, which deal with the basics of the supply chain, sub-systems of the supply chain, tactical and operational decisions, strategic approach to the supply chain, measurements, controls and sustainability practices.