Successful organisations are those which attract and retain satisfied and loyal customers, yet few organisations today are truly customer-centric. Customer Service in Your Organisation is a toolkit that shows how to develop, implement and sustain a service excellence strategy. Drawing on best practice examples and case studies, it provides easy-to-follow, practical guidance, plus checklists, exercises and tools. Customer Service in Your Organisation covers key topics including how to listen to the voice of the customer and measure service success, engage leaders and managers in driving customer service excellence, develop customer-centric processes and procedures, provide training and development in customer service excellence, reward and recognise service success, benchmark current levels of customer service and identify areas of weakness alongside an improvement plan to address these. About the Series: The HR Toolkits provide complete sets of customizable, printable resources to facilitate in-house training and development workshops and strategy design. Supplied as both ring binders and electronic files, and consisting of modules which can be used individually or combined for more extended programmes, the toolkits include ready-made practical exercises, handouts, discussion questions and more to upskill employees.

Career development is no longer a case of climbing the corporate ladderThe world of work has changed dramatically in the past decade - and so have our expectations. Changing jobs, roles, locations, sectors and careers is becoming the new normal. Furthermore, the shift to remote working due to the COVID-19 pandemic has dramatically altered the work landscape and, for many, has led to reflection and a desire for a career change. This book will help you: Set career development objectives; Recognise your achievements; Build upon your strengths; and Identify personal and professional development opportunities. The book includes exercises and activities to help you understand what is important to you in a job and how to attain your career goalsThe author outlines the role of mentoring in career development, and how to build your personal brand, present yourself professionally online and in person, and find the resources you need to achieve your development goals. She also provides a practical example of a career development path in the cyber security sector. By reading this book, you will be able to assess the advantages and disadvantages of different career paths and set clear career development goals

What is resilience?Resilience is the ability to cope with setbacks and find solutions to problems. It is the ability to bounce back from adversity and hardships, learn from experiences and move on. Being resilient means having the strength and conviction to confront life's challenges and adapt positively to difficult circumstances. A 2020 Gartner survey revealed that 74% of CFOs and finance leaders planned to keep their previously on-site workforce working remotely post COVID-19. Even before the pandemic, the work environment had become one of constant change. People could no longer expect job stability, working time had become increasingly fluid and sophistication of technology meant that businesses were no longer limited to specific geographical locations to manage their workforce. The impact of the COVID-19 pandemic, from the uncertainty and stress it created to the realisation that the world of work will need to change to deal with economic uncertainties and modified ways of working, means that resilience is now more important than ever. Why is resilience important?We need to build our resilience to cope effectively with ambiguity and change, and to bounce back in the face of adversity. This is particularly important if we manage and lead others at work. Well-being in the Workplace - A guide to resilience for individuals and teams is aimed at managers who need to build resilience in both themselves and their team and improve their own and others' well-being. Remote working makes it even harder for managers to identify if team members are struggling, and employees may lack the support network to help them cope with stress in their work and home environments. Recognise the warning signs and take positive actionA practical guide, this book will equip managers with the skills and confidence to effectively build their own and others' resilience and support their team's well-being. It covers: An introduction to what resilience is and why we need it; The challenges for managers of building resilience in themselves and others; How to assess your own levels of resilience; Tips for physical, emotional, mental and social well-being; How to build resilience in team members; and The benefits of building resilience and how to make habits stick. Managers, team leaders, those in HR roles, and employees looking to adapt to new ways of working will find this book invaluable. Understand the benefits of building resilience and how you can support your team's well-being - buy this book today!

This wide ranging collection of essays addresses many important issues in China's economy under transition, from grain production and trade, to the development of township enterprises, the restructuring of state-owned enterprises, the emergence of big business, money demand, and consumption behavior. The contributors provide insightful analysis and discussions of economic policies, illuminating the institutional context within which reform strategies are negotiated and implemented in different economic sectors.

Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.

The Asian crisis of the late 1990s severely affected some of the most successful economies in the region, placing the issue of social protection high on the regional and international agenda. Subsequently, growth rates revived, but the fruits of growth have not been evenly distributed and inequality has risen. Behind this trend lie deeply entrenched forms of poverty and social exclusion as well as new forms of vulnerability resulting from the liberalisation of markets and growing exposure to the global economy. This volume deals with issues of poverty, vulnerability and social exclusion in the Asian context. The articles deal with different groups of vulnerable people, exploring some of the characteristics of vulnerability in different contexts, and reflecting on appropriate policy responses. Collectively, they emphasise a broad-based systemic approach to the problems of vulnerability and insecurity, where social protection needs to be 'rescued' from its dominant current conceptualisation as a response to risk and crisis, and instead be integrated into the mainstream of development policy. This book will interest scholars of economics, politics, development studies, development economics, sociology, social policy, and South Asian studies.

The Asian crisis of the late 1990s severely affected some of the most successful economies in the region, placing the issue of social protection high on the regional and international agenda. Subsequently, growth rates revived, but the fruits of growth have not been evenly distributed and inequality has risen. Behind this trend lie deeply entrenched forms of poverty and social exclusion as well as new forms of vulnerability resulting from the liberalisation of markets and growing exposure to the global economy. This volume deals with issues of poverty, vulnerability and social exclusion in the Asian context. The articles deal with different groups of vulnerable people, exploring some of the characteristics of vulnerability in different contexts, and reflecting on appropriate policy responses. Collectively, they emphasise a broad-based systemic approach to the problems of vulnerability and insecurity, where social protection needs to be 'rescued' from its dominant current conceptualisation as a response to risk and crisis, and instead be integrated into the mainstream of development policy. This book will interest scholars of economics, politics, development studies, development economics, sociology, social policy, and South Asian studies.

Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.

This volume adopts a multidisciplinary and comparative approach to development that brings together issues that are characteristic of the lifelong scholarship of Professor Gordon White. These include a focus on the state, civil society, welfare and globalization.

While information science draws distinctions between 'information', signals and data, artists from the 1960s to the present have questioned the validity and value of such boundaries. Artists have investigated information's materiality, in signs, records and traces; its immateriality, in hidden codes, structures and flows; its embodiment, in instructions, social interaction and political agency; its overload, or uncontrollable excess, challenging utopian notions of networked society; its potential for misinformation and disinformation, subliminally altering our perceptions; and its post-digital unruliness, unsettling fixed notions of history and place. This anthology provides the first art-historical reassessment of information-based art in relation to data structures and exhibition curation, examining landmark exhibitions and re-examining work by artists of the 1960s to early 1980s, from Les Levine and N.E.Thing Co. to General Idea and Jenny Holzer.David Askewold, Iain Baxter, Guy Bleus, Heath Bunting, CAMP (Shaina Anand & Ashok Sukumaran), Ami Clarke, Richard Cochrane, Rod Dickinson, Hans Haacke, Graham Harwood, Jenny Holzer, Joseph Kosuth, Christine Kozlov, Steve Lambert and the Yes Men, Oliver Laric, Les Levine, Laszlo Moholy-Nagy, Muntadas, Erhan Muratoglu, Raqs Media Collective, Erica Scourti, Stelarc, Thomson & Craighead, Angie Waller, Stephen Willats, Young-Hae Chang Heavy Industries, Elizabeth Vander Zaag. Writers include James Bridle, Matthew Fuller, Francesca Gallo, Lizzie Homersham, Antony Hudek, Eduardo Kac, Friedrich Kittler, Arthur and Marilouise Kroker, Scott Lash, Alessandro Ludovico, Jean-Francois Lyotard, Charu Maithani, Suhail Malik, Armin Medosch, Srinivas Aditya Mopidevi, Craig Saper, Jorinde Seijdel, Tom Sherman, Felix Stalder, McKenzie Wark, Benjamin Weil.

Among the most dramatic changes to affect China in the 1990s is the upsurge in labour mobility and the emergence of a market-driven system of labour allocation, changes which profoundly affect the working environment and livelihoods of the Chinese people. Papers in this collection draw on a wide variety of data sources to analyse key elements of this transformation.

Among the most dramatic changes to affect China in the 1990s is the upsurge in labour mobility and the emergence of a market-driven system of labour allocation, changes which profoundly affect the working environment and livelihoods of the Chinese people. Papers in this collection draw on a wide variety of data sources to analyse key elements of this transformation.

The Essential Guide to Employee Engagement explores the concept and practice behind creating an engaged workforce and how this can contribute to organizational success. Recognizing that engaged employees are more productive, engender greater customer satisfaction and loyalty, and can help to promote your company's brand, the book gives you the necessary tools to make this happen. The author draws on a wide range of international case studies and examples, which demonstrate how an actively-engaged workforce can help your organization to flourish. You are shown how to measure the level of your employees' engagement and provided with a strategy to apply to help increase active staff participation.

Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.

Inspired by the viral TikTok trend #TortillaChallenge, this cookbook is packed with 60 quick, easy and delicious wrap recipes that you can make for breakfast, lunch or dinner. The concept is simple: you cut a slit in a tortilla and then top each quadrant with a different ingredient, then, you fold the tortilla over on itself and toast it, fry it or just eat it as is! There's never been a simpler way of creating a tasty, nutritious meal in a matter of minutes. Whether you're looking for a filling breakfast, lunch to go, or quick fix dinner; this book has you covered. With each recipe accompanied by a photo, chapters include: BRILLIANT BREAKFAST & BRUNCH EVERYDAY FAVOURITES LOVE YOUR LEFTOVERS EASY CHEESY SWEET TREATS

Redefining curatorial practice for those working with new kinds of art. As curator Steve Dietz has observed, new media art is like contemporary art-but different. New media art involves interactivity, networks, and computation and is often about process rather than objects. New media artworks are difficult to classify according to the traditional art museum categories determined by medium, geography, and chronology and present the curator with novel challenges involving interpretation, exhibition, and dissemination. This book views these challenges as opportunities to rethink curatorial practice. It helps curators of new media art develop a set of flexible tools for working in this fast-moving field, and it offers useful lessons from curators and artists for those working in such other areas of art as distributive and participatory systems. The authors, both of whom have extensive experience as curators, offer numerous examples of artworks and exhibitions to illustrate how the roles of curators and audiences can be redefined in light of new media art's characteristics. Rethinking Curating offers curators a route through the hype around platforms and autonomous zones by following the lead of current artists' practice.

"I can never seem to untangle my mind; it is always frantic or wandering." I started writing poetry when I was very young as a way to work through my own emotional turmoil. It was a way to turn things that were dark or painful into something beautiful that I could share with the world. This book contains over 50 free-verse poems from as from as early as high school to as late as my mid-twenties and contains a special dedication to my mother who I lost at the age of 20. Topics include depression, self-injury, death, loss, self-image, and glimpses of dreamy surrealism.

Effective time-management techniques to revolutionise the way you work! Do you struggle to get everything done in the time you have available? Are you deluged with interruptions to your work flow? Do you find it difficult to prioritise your tasks and wish you were more organised? Today's working environment moves at a very fast pace and, at times, it can be difficult to keep up. Expectations are high, and there are so many things competing for our attention. On top of the workload, we're interrupted by the phone ringing, e-mails landing in the inbox, people dropping in the office and, before we know it, the day has passed and we've only achieved half of what we intended to do. If any of this sounds familiar, then this book is for you! Essential Time Management and Organisation will help you transform the way you work and regain control of your working day. This clear and concise guide offers tried and tested techniques for organising your time and achieving your goals.

Building a High-Performance Team is intended to provide IT managers with informative and practical advice and tips on how to create a high-performance team. IT managers' work cannot be achieved without collaboration and teamwork. Whether leading a team, or working as a team member or part of a cross-functional team, the successful implementation of IT projects, depends on effective team working. This book will help you to create a strong team. It is designed to assist you in understanding the characteristics of a high-performance team, to help you assess where your team stacks up and to develop a plan of action for realising team potential. The author, Sarah Cook is the Managing Director of The Stairway Consultancy Ltd. She has 15 years' consulting experience specialising in team building, leadership and change and a background in industry. Sarah is a Fellow of the Chartered Institute of Personnel and Development, with an MA from Cambridge University and an MBA. She is an accredited user of a wide range of psychometric and personal diagnostic tools.