Ditemukan 40 dokumen yang sesuai dengan query
Jones, Mark David, author
Based on years of extensive experience working with Disney and other leading Fortune 500 companies, Jones and Kober present the World Class Excellence Model, a groundbreaking new operational model that enables organizations to achieve sustainable results by creating a culture of excellence for internal customers (employees) while building brand with...
Alexandria, Virginia: American Society for Training & Development, 2010
e20441064
eBooks Universitas Indonesia Library
Paluch, Stefanie, author
Remote services represent a young, but already important and fast growing form of technology-mediated services,. Stefanie Paluch employs multiple qualitative methods to explore the perception of remote services and its impact on customer-provider relationships in USA, Germany and Sweden. She develops a comprehensive model about customers’ holistic remote service experience...
Wiesbaden: Gabler Verlag, 2011
e20397257
eBooks Universitas Indonesia Library
Evenson, Renee, 1951-, author
Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role....
New York: American Society for Training and Development, 2005
e20441696
eBooks Universitas Indonesia Library
Fluss, Donna, author
To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and...
New York: American Management Association, 2005
e20441814
eBooks Universitas Indonesia Library
Inghilleri, Leonardo, author
In a tight market, your most powerful growth engine?and your best protection from competitive inroads?is this: put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become ?walking billboards? who will happily promote your brand...
New York: [American Management Association, ], 2010
e20440390
eBooks Universitas Indonesia Library
Solomon, Micah, author
Spells out surefire strategies for success in an entertaining, and practical way. This book reveals inside secrets of successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who can spread the word far and wide-online...
New York: [American Management Association;, ], 2012
e20437008
eBooks Universitas Indonesia Library
Evenson, Renee, 1951-, author
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as "Customer Service Training 101", this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees...
New York: American Management Association, 2012
e20436774
eBooks Universitas Indonesia Library
Zemke, Ron
Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. Now, thanks to authors Kristin Anderson and Ron Zemke, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people. This newest Knock Your Socks Off book explains how...
New York: American Management Association, 1997
e20440859
eBooks Universitas Indonesia Library
Jurewicz, Lynn, author
Ever-expanding technologies are raising the bar, as customers increasingly expect fast, sophisticated solutions and results in their interactions with the library. Drawing on their system of improved customer service available through technology, the authors show how automating traditional library services can decrease staff workloads while improving speed and access for...
Chicago: [American Library association, American Library association], 2003
e20436189
eBooks Universitas Indonesia Library
Laughlin, Sara, author
Based on more than 50 years of author expertise in organizational improvement, The Quality Library offers a methodology to pinpoint trouble areas and improve processes. By developing a customer-focused system outlining library processes and networks, administrators and managers can quickly determine areas for improvement that directly apply to the library?s...
Chicago: American Library association, 2008
e20435760
eBooks Universitas Indonesia Library
