Ditemukan 49 dokumen yang sesuai dengan query
Burrows III, Robert P.
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Customer demands for individual attention and specialized products are transforming commerce at every stage - including the supply chain. Today's highstakes economy requires dynamic, market-savvy sales and operations planning (S&OP) to keep pace with accelerating service demands and response times. It's not as daunting as it sounds with the tools, tips, and case studies in "The Market-Driven Supply Chain". This practical yet expansive book helps organizations transition from outdated supply-driven processes to new market-driven models. ...
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New York: [American Management Association, ], 2012
e20437442
eBooks Universitas Indonesia Library
Davis, Kevin T.
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The biggest mistake you're making in your sales career right now is equating a faster pitch with a faster close. Believe it or not, you will actually experience greater success if you slow down. Slow Down, Sell Faster! shows you how to stop jumping the gun and work with your customers to identify and quantify their real needs, so by the time you begin your pitch in earnest, you're already halfway home. Featuring a simple ...
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New York: [American Management Association;, ], 2011
e20437199
eBooks Universitas Indonesia Library
Toister, Jeff
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Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as: company ...
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New York: [American Management Association;;;, ], 2013
e20437197
eBooks Universitas Indonesia Library
Taylor, Jim
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Based on unprecedented research, "The New Elite" took a behind-the-scenes look at America's most powerful and influential class what motivates them, how they think, where they shop, and how they really spend their money. In this practical and fascinating follow up, the authors reveal how salespeople and marketers can hone in on this wealthy class, pique their interest, and convert them into loyal customers. Presenting the best practices behind hundreds of mutually satisfying interactions between ...
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New York: American Management Association;, 2011
e20437195
eBooks Universitas Indonesia Library
Evenson, Renee, 1951-
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Let?s face it, dealing with customers isn?t easy. They aren?t always right?or even pleasant?but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the ...
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New York: American Management Association, 2012
e20437157
eBooks Universitas Indonesia Library
Bleeke, Nancy
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Introduces sales professionals to the collaborative conversation skills they need to capture the buyer's attention and secure business. This book shows readers how to: prepare for an effective sales call ; identify sales opportunities and the factors that drive buyers to act ; and more ...
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New York: [American Management Association, ], 2013
e20436771
eBooks Universitas Indonesia Library
Anderson, Kristin
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First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers ...
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New York: American Management Association, 1992
e20440816
eBooks Universitas Indonesia Library
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[This book brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information. ...
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New York: [Springer, ], 2012
e20396505
eBooks Universitas Indonesia Library
Horrell, Edward
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Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness.
Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes employee attitudes toward customers. It's what makes the difference between a short-term relationship and long-term customer loyalty ...
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New York: American Management Association, 2006
e20441561
eBooks Universitas Indonesia Library
Gallagher, Richard S.
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Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioural psychology, any service rep or team can dramatically improve service quality. "Great Customer Connections" presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each customer interaction becomes a peak experience ...
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New York: American Management Association, 2006
e20441574
eBooks Universitas Indonesia Library
