Customer Care - Couverture souple

Bee, Frances; Bee, Roland

Couverture souple

ISBN 10 : 085292609X ISBN 13 : 9780852926093

Editeur : Chartered Institute of Personnel & Development, 1995

Synopsis

Progressive training programmes not only equip managers with basic skills and competencies, but deploy innovative, wide-ranging learning strategies to ensure continuous development. Specifically designed as flexible support material, "Training Extras" provides a simple framework to structure learning. This comprehensive series covers all the crucial skill areas for the first-time manager or supervisor, providing: the key issues in an easy-to-read style; diagrams, models and charts for clarity and quick reference; helpful starting points to build confidence and encourage "hands-on" practice; practical advice and tips based on real-life management issues and examples. This series equips all those responsible for training with a set of useful tools designed to provide maximum flexibility, yet to be fully compatible with other learning resources. The booklets offer reference updates for busy practitioners, as well as study material up to NVQ Level 4, and should become core components on self-development and open-learning programmes. For trainees on formal training courses, the series should function equally effectively as pre-course background reading, as course notes or post-course follow-up material for continuing development. This title helps readers improve their customer care. It explains what customer care is and why it's important, and provides advice to enable readers to improve the service they offer at work and, ultimately, to contribute to achieving organization excellence. Practical guidance is given on how to: focus on your customers and the services you provide - both internal and external; identify your real customer needs and how best to meet them; find out what customers actually think of your service or product; improve communication with your customers - face-to-face, on the telephone and in writing; turn complaints into opportunities to impress; and monitor, evaluate and continuously improve your customer care. The book should be of interest to: trainers, whether in training departments of large organizations, in training companies and consultancies, or operating as freelance trainers; and everyone who wants to improve their personal care of customers. Frances and Roland Bee are the author of "Management Information Systems and Statistics" and "Training Needs Analysis and Evaluation".

Détails de l'édition

• Éditeur: Chartered Institute of Personnel & Development
• Date d'édition: 1995
• Langue: anglais
• ISBN 10: 085292609X
• ISBN 13: 9780852926093
• Reliure: Broché
• Nombre de pages: 48
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible