by
Bell, Chip R.
Call Number
658.8343
Publication Date
2020
Format:
Electronic Resources
Relevance:
101654.5469
by
Heapy, Joe.
Call Number
658.812
Publication Date
2018
Summary
Transform your company's value proposition by using design thinking to instigate organisational change and creating winning services with this actionable guide.
Format:
Electronic Resources
Relevance:
98210.8594
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by
Publishing, BusinessNews.
Call Number
658.812
Publication Date
2014
Summary
This work offers a summary of the book "MOMENTS OF TRUTH: New Strategies for Today's Customer-Driven Economy" by Jan Carlzon.A company is defined in the minds of its customers as the composite total of every moment of truth - those short periods when the customer interacts with the company or one of its employees. According to Jan Carlzon, former President and CEO of the Scandinavian Airlines Group, the best approach to delivering consistently high-quality moments of truth lies in building a customer-driven company. In Moments of Truth, Carlzon explains the six essential characteristics of th
Format:
Electronic Resources
Relevance:
4.6148
4.
by
Christ-Brendemühl, Sonja, author.
Call Number
658.812 CHR
Publication Date
2022
Format:
Electronic Resources
Relevance:
4.3977
by
Hunt, Brian.
Call Number
658.812
Publication Date
2014
Summary
Service: Definitions and AttributesToward a Definition of ServiceFundamentals of a Service EncounterKey Components of ServiceService and Service ManagementTransfer of OwnershipService Requires an Immediate UserService Processes Differ from Manufacturing ProcessesManufacture and Delivery of Products Are Separatedby Time and Space Service Provision Is Personal and ImmediateService Is Emotional Service and TrustEndnotesService and Moments of Truth Service and the Moment of Truth Service as Serial Moment
Format:
Electronic Resources
Relevance:
4.3878
by
Sewell, Carl.
Call Number
658.812
Publication Date
2009
Format:
Electronic Resources
Relevance:
4.3190
Call Number
TR DVD 658.812 PAS
Publication Date
2009
Format:
Books
Relevance:
3.6871
Call Number
TR DVD 658.812 CUS
Publication Date
2009 2008 2007 2006 2005
Summary
This program features the seven service skills. These are the basic courtesies and people skills that makes customer feel important, appreciated and understood.
Format:
Other
Relevance:
3.5629
by
Van Der Wagen, Merilynn Van Der.
Call Number
658.812
Publication Date
2012
Summary
Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer's toolkit. Concepts such as: emotional intelligence behaviour modification role modelling dimensions of procedure and conviviality expectancy theory socio-cultural concepts of (service) community customer service as dynamic 'object' in activity theory Zen
Format:
Electronic Resources
Relevance:
3.4593
Call Number
TR DVD 658.812 TEL
Publication Date
2002
Summary
People really appreciate knowledgeable and skilled, real and live telephone representatives. This video discusses proper telephone etiquette.
Format:
Other
Relevance:
3.4541
by
Machado, Ricardo, author.
Call Number
658.812 MAC
Publication Date
2015
Summary
In today's globalised and digital world, consumers can move from one retailer to the next across the world at the click of a button. Online access and social media mean that consumers are more market savvy, more informed and more discerning than ever before. What brings them back is an enhanced shopping experience, and key to this is good customer service. More and more marketers are focusing on retaining their customer base or trying to erode their competitor's customer base through better customer service. After all, happy customers are repeat customers and become advocates for the business.
Format:
Electronic Resources
Relevance:
3.4030
by
Video Education Australasia.
Call Number
TR DVD 658.3145 DEA
Publication Date
2004
Summary
Explains how to deal with difficult customers. Various role plays are included and interviews with professionals in the customer service industry.
Format:
Other
Relevance:
3.3891
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