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Author: Michael D. Trotter Publisher: Purdue University Press ISBN: 9781557532596 Category : Business & Economics Languages : en Pages : 100
Book Description
This is a support pack for supervisor's in call centres. Using a ""workbook"" format, its goal is to offer suggestions on how to solve the most frequently encountered problems for this group. It is based on research with 70 call/contact centre supervisors.
Author: Michael D. Trotter Publisher: Purdue University Press ISBN: 9781557532596 Category : Business & Economics Languages : en Pages : 100
Book Description
This is a support pack for supervisor's in call centres. Using a ""workbook"" format, its goal is to offer suggestions on how to solve the most frequently encountered problems for this group. It is based on research with 70 call/contact centre supervisors.
Author: Richard Feinberg Publisher: Purdue University Press ISBN: 9781557533425 Category : Business & Economics Languages : en Pages : 372
Book Description
Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
Author: Stephen R. Leeds Publisher: DIANE Publishing ISBN: 1437932991 Category : Reference Languages : en Pages : 173
Book Description
Contents: Part I -- Be A Savvy Consumer: Buyer Beware; Banking; Cars; Credit; Financing Your Education; Employment; Food and Nutrition; Health Care; Housing; Insurance; Internet; Investing; Phones; Privacy Protection and Identity Theft; Smart Home Shopping; Telemarketing and Unwanted Mail; Travel; TV; Wills and Funerals; Part II -- Filing a Complaint: Contact the Seller; Contact Third Parties; Sample Complaint Letter: Dispute Resolution Programs; Small Claims Court; Legal Help and Information; Report Fraud and Safety Hazard; Part III -- Key Information Resources: For Teachers; For Persons with Disabilities; For Military Personnel; Part IV -- Consumer Assistance Directory. Illus.
Author: U.S. Services Administration Publisher: GPO FCIC ISBN: 9781612210001 Category : Reference Languages : en Pages : 176
Book Description
Use this guide to get help with consumer purchases, problems and complaints. Find consumer contacts at hundreds of companies and trade associations; local, state, and federal government agencies; national consumer organizations; and more.
Author: Michael W. Lowenstein Publisher: Quality Press ISBN: 0873894642 Category : Business & Economics Languages : en Pages : 400
Book Description
Over the past decade, the concept and effective execution of off-line and online social (and business-related) informal peer-to-peer communication has become extremely important to marketers as business-to-consumer (B2C) and business-to-business (B2B) customers have increasingly shown distrust, disinterest, and disdain for most supplier messages conveyed through traditional media. The Customer Advocate and the Customer Saboteur offers a comprehensive overview and sets of actionable insights into this new world of customer-led communication and behavioral influence: How we got here How objective, original, credible, authentic and effective brand, product, or service word-of-mouth programs can be initiated and scaled How contemporary and actionable measures can be applied to assess strategic and tactical customer experience and relationship effectiveness Why advocacy is the ultimate customer loyalty behavior goal How to identify drivers of, and minimize, customer sabotage How employee behavior links to customer advocacy behavior How social word-of-mouth is addressed differently around the world How the core concept of advocacy can be expected to morph going forward through more proactive marketing and leveraging of customer behavior Praise for The Customer Advocate and the Customer Saboteur "Michael Lowenstein offers excellent insights and methods any business can apply to achieve high customer advocacy from its customer base." - Professor Philip Kotler, Northwestern University "Proactive endorsements of customers and employees are earned by making deliberate decisions about how you run your business. Michael Lowenstein's book gives readers dedicated to company growth through customer advocacy the specifics and tools to 'earn the right' to those endorsements." - Jeanne Bliss, noted customer experience expert and author (www.customerbliss.com); co-founder, Customer Experience Professionals Association (CXPA) "The Customer Advocate and the Customer Saboteur is fantastic! Michael eloquently presents customer service theories and research techniques that reinforce what we all already know but now intimately understand so we can confidently expand our best practices. I have gone back to the material several times since initially reading this masterpiece to clarify and tweak current programs as well as justifying the implementation of new customer relationship building initiatives. Since our nation now relies on the service sector to support the economy, this book and Michael Lowenstein are a block in the foundation of our economic recovery. Read this book; your customers, your employees, and the nation will benefit.” - Chris Zane, Founder/Pres, Zane’s Cycle; author of Reinventing the Wheel; the Science of Creating Lifetime Customers “Social Customers can have an enormous impact on brand value. Michael Lowenstein's The Customer Advocate and the Customer Saboteur synthesizes solid research and compelling examples to show how to capitalize on advocacy behavior while minimizing the potential for damage from ‘badvocacy.’ Essential reading for customer-centric business leaders!” - Bob Thompson, Founder/CEO, CustomerThink Corp.
Author: Jochen Wirtz Publisher: World Scientific ISBN: 1944659811 Category : Business & Economics Languages : en Pages : 683
Book Description
Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples.This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.Supplementary Material Resources:Resources are available to instructors who adopt this textbook for their courses. These include: (1) Instructor's Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank. Please contact [email protected] Features:
Author: John Annerino Publisher: ISBN: 9780764361876 Category : Languages : en Pages : 112
Book Description
Hopi traditional elder Thomas Banyacya once described the American Southwest as "the spiritual center of our continent." Author, photographer, and adventurer John Annerino retraces ancient trails to show us why this is so. Through recent and historical photos, essays, and literary quotes, he takes us across what the Spaniards often feared as despoblados, or unknown lands, from Old Mexico to the Four Corners of ancient cities, painted deserts, and trilingual cultural landscapes--some of the most inaccessible land on the continent. Juxtaposed with tales of his own perilous excursions, the book contains oral histories and remarkable images of terrain that few of today's tourists have ever seen. Told from a current point of view, this throwback to the days of Geronimo and Navajo headman Manuelito will appeal to adventurers, historians, and those interested in the mesmerizing mystique of our own American outback.
Author: Rex A. Ewing Publisher: PixyJack Press ISBN: 1936555042 Category : Architecture Languages : en Pages : 194
Book Description
Examines renewable energy options for grid-tied homeowners, including solar- and wind-generated electricity, solar water heating, passive solar, and geothermal heating / cooling. System configurations and equipment, average costs, financial incentives, and installation considerations are also covered--Provided by publisher.
Author: Michael D. Trotter
Author: Michael D. Trotter
Author: Richard Feinberg
Author: Stephen R. Leeds
Author: 
Author: U.S. Services Administration
Author: Michael W. Lowenstein
Author: Jochen Wirtz
Author: John Annerino
Author: Rex A. Ewing
Author: