|
|
Books > Business & Economics > Business & management > Sales & marketing > Customer services
This report provides a systematic review of the evidence to date,
both published and grey literature, on the relationship between
water and sanitation and nutrition. We also survey the potential
impact of improved water, sanitation, and hygiene (WASH) on
undernutrition. This is the first report that undertakes a thorough
review and discussion of WASH and nutrition in Bangladesh. The
report is meant to serve two purposes. First, it synthesizes the
results/evidence evolving on the pathway of WASH and undernutrition
for use by practitioners working in the nutrition and water and
sanitation sectors to stimulate technical discussions and effective
collaboration among stakeholders. Second, this report serves as an
advocacy tool, primarily for policy makers, to assist them in
formulating a multisectoral approach to tackling the undernutrition
problem.
In an age where even the best products are quickly imitated,
businesses must constantly find new ways to outpace competitors.
Successful companies differentiate themselves not just with
superior products, but also by how they behave toward their
customers at every touchpoint: service, product development,
marketing, branding, bids and proposals, presentations,
negotiations, and more. Behavioral Differentiation is emerging as
the ""final frontier"" in competitive strategy, and "Winning
Behavior" shows how leading companies use it to exceed expectations
and outperform competitors. This eye-opening book offers case
histories and examples from companies like GE, Volvo, EMC,
Ritz-Carlton, Wal-Mart, and Harley-Davidson, plus interviews with
executives like George Zimmer (Men's Wearhouse), Colleen Barrett
(Southwest Airlines), and Gerry Roche (Heidrick & Struggles).
In today's ultracompetitive business landscape, product quality and
competitive pricing are prerequisites for staying afloat. Winning
Behavior reveals the secrets the best companies use -- and any
business can use -- to stay at the pinnacle of success in their
industry.
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 * end those ""endless"" calls * take meaningful messages
* handle conference calls and transfer calls * screen calls and ask
focused questions * use the phone during emergencies * improve
their voice effectiveness With worksheets, checklists, and fill-in
forms, this desktop primer will inspire fabulous phone service.
This book explores the basic tenets of service excellence, opening
to distinguish customer service from service excellence, and
explore the driving aspects of strategy and philosophy. The brand
promise to customers creates expectations; hooks targeted and
segmented customers into a relationship. Service operations deliver
expectations, delight, or on occasion, disappointment, and
marketing responds to create loyalty, further delight, or recover
the relationship. Freshness of product or service offering, the
injection of a characterful sense of fun, and sensitive
personalization of service combine to deliver an authentic,
pleasurable and memorable service experience prompting much sought
loyalty and advocacy. In turn, staff are happy, profits rise and
the organization has long-term sustainability. The first volume
offers some theoretical background, while the second suggests
mechanisms, tools, and techniques to help embed to excellence as
the foundation of value that the organization delivers. Both
contain practical examples and a self-assessment diagnostic tool to
identify organizational areas of strength, and aspects to improve.
This book explores the basic tenets of service excellence, opening
to distinguish customer service from service excellence, and
explore the driving aspects of strategy and philosophy. The brand
promise to customers creates expectations; hooks targeted and
segmented customers into a relationship. Service operations deliver
expectations, delight, or on occasion, disappointment, and
marketing responds to create loyalty, further delight, or recover
the relationship. Freshness of product or service offering, the
injection of a characterful sense of fun, and sensitive
personalization of service combine to deliver an authentic,
pleasurable and memorable service experience prompting much sought
loyalty and advocacy. In turn, staff are happy, profits rise and
the organization has longterm sustainability. The first volume
offers some theoretical background, while the second suggests
mechanisms, tools, and techniques to help embed to excellence as
the foundation of value that the organization delivers. Both
contain practical examples and a self-assessment diagnostic tool to
identify organizational areas of strength, and aspects to improve.
"Cancelled flights, damaged goods, botched bills, locked-up
software--these are the service screw-ups that leave customers
angry, disgusted...and determined to never buy from you again! But
these mad-as-hell customers can be wooed back through skillful,
planned ""service recovery."" And, surprisingly, customers who
experience world-class Knock Your Socks Off service recovery become
your most loyal customers--and are a source of continuing business
for years to come. Building on the popular, breezy approach of the
Knock Your Socks Off Service series, the authors provide managers
with an upbeat primer on creating a first-class recovery system.
Enlivened by John Bush's witty illustrations, the book explains: *
The economics of recovery--what it costs when you lose customers,
and how little it can cost to win them back * The processes,
policies, and technology a company must have to ensure an
effective, real-time recovery system * The manager's role in
sustaining an outstanding recovery system--through training,
coaching, empowering, supporting, inspiring, and rewarding great
service providers."
|
You may like...
The Passenger
Cormac McCarthy
Paperback
R122
Discovery Miles 1 220
Suspects
Danielle Steel
Paperback
(3)
R401
Discovery Miles 4 010
|