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Award Winning Customer Service

Author: Renee Evenson
Publisher: Amacom Books
ISBN: 9780814474549
Size: 38.80 MB
Format: PDF, Docs
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Containing 101 effective tips, encouraging quotes and a unique "When This Happens, Try This" section, this essential reference is full of practical advice on making customers feel truly valued. Topics covered include effective feedback, conflict resolution, continual learning and effective communication.

Hospitality Management

Author: Lyn Pont, PhD
Publisher: iUniverse
ISBN: 149173308X
Size: 55.19 MB
Format: PDF, ePub
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"Hospitality Management" is a career and life reference for both seasoned executives and new hires. This book positions associates to work comfortably in a global environment and to interpret the cultural expectations of their guests. The author, Lyn Pont, PhD, is a motivational public speaker and educator. She is the president and founder of Manners for Business, Inc. In "Hospitality Management" she discusses service, relationships, integrity, communications, personal image, creativity, the bottom line, and so much more. As a story teller, Dr. Pont weaves into the narrative valuable industry history and tales that support a culture of service and personal excellence. Competition in the hospitality industry is nonstop, and brands are looking for associates who can handle themselves flawlessly both on and off the job. Modern hospitality professionals are correctly concerned about representing their organizations, and themselves, with polish, politeness, confidence, and authority. "Hospitality Management" leads the way by showcasing the soft skills that you can use to amaze your guests with your outstanding attention to customer care. If you believe in remarkable service and have a passion for this great industry, then "Hospitality Management" will delight you with a treasure chest of hands-on, practical information that will assist you throughout your career. "Pont's book is a must-read for anyone considering a career in hospitality." -Isadore Sharp, chairman and founder, Four Seasons Hotels and Resorts "A refreshing, thorough, and necessary read for anyone dealing with the intricacies of the industry. ... A great training tool for the hospitality industry." -Arthur J. Torno, vice president, American Airlines, Inc. "Leave it to business etiquette expert Dr. Lyn Pont to author the most comprehensive guide to providing your guests with the memorable hospitality experience they deserve." -Martin Yang, master chef, author, food consultant, cooking show and travelogue host

Marketing Management 4e

Author: SAXENA
Publisher: Tata McGraw-Hill Education
ISBN: 1259081451
Size: 36.13 MB
Format: PDF
View: 1927
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This edition on the well known text book on Marketing Management lives upto the promises of its earlier editions. Additionally, factoring in the market downturn of 2008-2009, it focuses on innovations required in product, processes and systems for effective marketing in difficult times for the customer as well as the marketer.

Personal Development For Life And Work

Author: Ann Masters
Publisher: Cengage Learning
ISBN: 1111786259
Size: 80.45 MB
Format: PDF, ePub, Mobi
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Personal Development for Life and Work 10e is an easy-to-read and easy-to-use practical text focused on helping students better understand themselves, discover their potential, and prepare for successful employment. Chapter topics are all about gaining self-awareness, developing soft skills and strong communication skills, and adopting professional workplace attitudes and skills to succeed in the workplace. The text is divided into four parts: 1) It's All About You; 2) It's All About Communicating; 3) It's All About Working with Others; 4) It's All About Workplace Success. Chapters are arranged in short sections that include self-assessments, case studies, and activities that are appropriate for both business and personal situations. Topics keep the reader's attention; coverage is thorough without being overwhelming. End-of-chapter features includes Points to Remember, Key Terms, Bookmark It, Activities, and Case Studies. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

The 100 000 Entrepreneur

Author: Wendy S. Enelow
ISBN: 9781570232572
Size: 50.34 MB
Format: PDF, ePub, Mobi
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Demystifies the process of running a business, from developing a plan to managing personal and professional finances, in a detailed resource that includes recommendations for such topics as marketing, developing client relationships, and technology. Original.

101 Ways To Improve Customer Service

Author: Lorraine L. Ukens
Publisher: John Wiley & Sons
ISBN: 9780787994822
Size: 13.67 MB
Format: PDF, Kindle
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101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.

101 Ways To Reward Team Members For 20 Or Less

Author: Kevin Aguanno
Publisher: Multi-Media Publications Inc.
ISBN: 9781895186048
Size: 26.45 MB
Format: PDF, Kindle
View: 1956
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Even with the best ideas, rewards can fall flat if they are not suitable to the person, the organization, or the situation. Readers can learn the four key factors that will maximize the impact of rewards, and guarantee a delighted recipient.

Customer Service Management Training 101

Author: Renee Evenson
Publisher: AMACOM
ISBN: 0814417167
Size: 53.47 MB
Format: PDF, Mobi
View: 1861
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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 responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting • Time management • Team development • Conflict resolution • Providing feedback • Monitoring performance • Conducting meetings • Managing challenges • Listening • Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, “real world” practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.

How To Manage Training

Author: Carolyn NILSON
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0761214569
Size: 49.21 MB
Format: PDF, ePub
View: 6551
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The knowledge, skills and guidance managers need to become true learning leaders. Now more than ever, a versatile, well-trained workforce is critical to an organization's success. Written for managers from a wide range of functional areas, this book gives any manager responsible for training the tools to help employees learn more, perform better, and work smarter. This comprehensive, up-to-date guide targets the roles necessary to manage training and learning in an organization: champion, builder, performance consultant, supporter, administrator, and keeper of the budget. Filled with expert in.