La disciplina del servicio: Cómo desarrollar una nueva cultura orientada al cliente y enfocada en la persona PDF Download

Author: Lucio Lescano Duncan
Publisher: Ediciones de la U
ISBN: 9587623584
Category : Business & Economics
Languages : es
Pages : 284

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Book Description
El enfoque de servicio es, en esta era global, una estrategia clave para desarrollar la ventaja competitiva y lograr la diferenciación entre las organizaciones de clase mundial. Desde que el profesor T. Levitt advirtiera a inicios de los 70 la relevancia de los intangibles en todo tipo de organizaciones hemos sido testigos del auge observado por el servicio como una orientación relevante en diversos sectores. Tom Peters y R. Waterman en sus impactantes obras de los 80, también apostaron por el servicio al cliente como un camino esencial para competir y distinguirse. Charles Garfield ya en los 90 afirmaba que la calidad del servicio de las empresas era uno de los factores decisivos del éxito o del fracaso. A partir del nuevo milenio, importantes investigadores como Lovelock, Berry, Parasuraman, Schneider, Bitner, Rust, Zeithmal, entre otros, han contribuido enormemente con el desarrollo del campo de los servicios, reafirmando así su importancia para el mundo de los negocios y para las organizaciones en general.

Author: Lucio Lescano Duncan
Publisher:
ISBN: 9789972570384
Category :
Languages : es
Pages : 323

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Author: Lucio Lescano Duncan
Publisher:
ISBN:
Category :
Languages : en
Pages : 323

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Author: D K Hawkins
Publisher: Independently Published
ISBN:
Category :
Languages : es
Pages : 82

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Independientemente de su perspectiva, el servicio de atención al cliente es un componente crucial de toda organización, mucho más en tiempos económicos difíciles. El servicio de atención al cliente es mucho más que funcionar como punto de contacto con el cliente. Cuando se lleva a cabo correctamente por personal cualificado, puede aumentar considerablemente los ingresos, la fidelidad de los clientes y su retención. Hay medidas necesarias para crear, promover y mantener una cultura de servicio al cliente en la organización como gerente. Muchos de los nuevos profesionales carecen de experiencia en el servicio al cliente en puestos anteriores, y la falta de una comprensión fundamental de un excelente servicio al cliente puede ser perjudicial para la carrera de una persona en cualquier campo. Comprender algunos principios fundamentales de las habilidades de atención al cliente puede ayudarle como directivo a garantizar que los clientes salgan encantados de las interacciones. Los directivos deben poseer unas habilidades de atención al cliente excepcionales para satisfacer adecuadamente las necesidades de los demás. Esto va más allá de la llamada del deber para garantizar que los clientes estén satisfechos con sus compras de productos y servicios. Se hablará de lo que se puede hacer para facilitarlo. Un excelente servicio al cliente es un componente importante de cualquier negocio o contacto profesional. Ofrecer al consumidor una experiencia satisfactoria y agradable suele ser la diferencia entre el éxito y el fracaso. Mientras que un excelente servicio al cliente es fácil de notar, desempeñarse como profesional es considerablemente más desafiante. Cuando los directivos tienen habilidades efectivas de atención al cliente, proporcionan un refuerzo real a su infraestructura de ventas y marketing y capacitan a personal importante que contribuye significativamente a su éxito a largo plazo. Las habilidades de servicio al cliente permiten a una persona tener un buen rendimiento en su carrera. El objetivo es satisfacer a los consumidores, independientemente de si son correctos o incorrectos. Todos tendrán éxito si desarrollan la paciencia, la superación de las expectativas, la etiqueta, el respeto y la sensibilidad. ¿Está preparado para desarrollar o perfeccionar sus habilidades de atención al cliente?

Author: Jorge Pinedo Rivera
Publisher:
ISBN:
Category :
Languages : es
Pages : 211

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Author: Fred Kofman
Publisher: ReadHowYouWant.com
ISBN: 1427098182
Category : Business & Economics
Languages : en
Pages : 546

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Presents techniques for organizational success that involve embracing such qualities as integrity, authenticity, accountability, and honesty.

Author: Robert J. Anderson
Publisher: John Wiley & Sons
ISBN: 1119147212
Category : Business & Economics
Languages : en
Pages : 391

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Book Description
Is your leadership a competitive advantage, or is it costing you? How do you know? Are you developing your leadership effectiveness at the pace of change? For most leaders today, complexity is outpacing their personal and collective development. Most leaders are in over their heads, whether they know it or not. The most successful organizations over time are the best led. While this has always been true, today escalating global complexity puts leadership effectiveness at a premium. Mastering Leadership involves developing the effectiveness of leaders—individually and collectively—and turning that leadership into a competitive advantage. This comprehensive roadmap for optimal leadership features: Breakthrough research that connects increased leadership effectiveness with enhanced business performance The first fully integrated Universal Model of Leadership—one that integrates the best theory and research in the fields of Leadership and Organizational Development over the last half century A free, online self-assessment of your leadership, using the Leadership Circle Profile, visibly outlining how you are currently leading and how to develop even greater effectiveness The five stages in the evolution of leadership—Egocentric, Reactive, Creative, Integral, and Unitive—along with the organizational structures and cultures that develop at each of these stages Six leadership practices for evolving your leadership capability at a faster pace A map of your optimal path to greater leadership effectiveness Case stories that facilitate pragmatic application of this Leadership Development System to your particular situation This timeless, authoritative text provides a systemic approach for developing your senior leaders and the leadership system of your organization. It does not recommend quick fixes, but argues that real development requires a strategic, long-term, and integrated approach in order to forge more effective leaders and enhanced business performance. Mastering Leadership offers a developmental pathway to bring forth the highest and best use of yourself, your life, and your leadership. By more meaningfully deploying all of who you are every day, individually and collectively, you will achieve a leadership legacy consistent with your highest aspirations.

Author: John C. Maxwell
Publisher: Center Street
ISBN: 1455518212
Category : Business & Economics
Languages : en
Pages : 288

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Book Description
In this inspiring guide to successful leadership, New York Times bestselling author John C. Maxwell shares his tried and true principles for maximum personal growth. Are there tried and true principles that are always certain to help a person grow? John Maxwell says the answer is yes. He has been passionate about personal development for over fifty years, and for the first time, he teaches everything he has gleaned about what it takes to reach our potential. In the way that only he can communicate, John teaches . . . The Law of the Mirror: You Must See Value in Yourself to Add Value to Yourself The Law of Awareness: You Must Know Yourself to Grow Yourself The Law of Modeling: It's Hard to Improve When You Have No One But Yourself to Follow The Law of the Rubber Band: Growth Stops When You Lose the Tension Between Where You are and Where You Could Be The Law of Contribution: Developing Yourself Enables You to Develop Others This third book in John Maxwell's Laws series (following the 2-million seller The 21 Irrefutable Laws of Leadership and The 17 Indisputable Laws of Teamwork) will help you become a lifelong learner whose potential keeps increasing and never gets "used up."

Author: Greg Wilson
Publisher: CRC Press
ISBN: 1000728153
Category : Computers
Languages : en
Pages : 250

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Book Description
Hundreds of grassroots groups have sprung up around the world to teach programming, web design, robotics, and other skills outside traditional classrooms. These groups exist so that people don't have to learn these things on their own, but ironically, their founders and instructors are often teaching themselves how to teach. There's a better way. This book presents evidence-based practices that will help you create and deliver lessons that work and build a teaching community around them. Topics include the differences between different kinds of learners, diagnosing and correcting misunderstandings, teaching as a performance art, what motivates and demotivates adult learners, how to be a good ally, fostering a healthy community, getting the word out, and building alliances with like-minded groups. The book includes over a hundred exercises that can be done individually or in groups, over 350 references, and a glossary to help you navigate educational jargon.

Author: Moses Maimonides
Publisher:
ISBN:
Category : Jewish philosophy
Languages : en
Pages : 498

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