What is the cost of losing a customer? In today´s competitive environment, it is a cost no business can afford. Do the math. It costs you up to 4 times more to get a new customer than it does to retain an existing one. However, that does not even take into account the fact that an unhappy customer will tell an average of 20 customers about their bad experiences, while a satisfied customer will only tell 10 people about their good experiences. This means you have to make twice as many customers happy as unhappy - just to break even! Dr. Tony Alessandra teaches how employees in all areas of your business can easily and quickly increase their customer service skills - anyone from secretaries to managers to the CEO him/herself! Why not invest in a proven system today and learn skills that will secure committed and active customers for you and your business? How can you afford not to? I have laid it all out for you here - over 35 years of the customer service secrets that have helped me tremendously in my own business career and saved me from many ruined customer relationships along the way. 1. Language: English. Narrator: Dr. Tony Alessandra. Audio sample: http://samples.audible.de/sp/ales/000036de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Accounting and bookkeeping services. 1. Language: English. Narrator: Joseph Harris. Audio sample: http://samples.audible.de/bk/acx0/092963de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Customer service may soon be a thing of the past except for a few companies and organizations that pride themselves on providing their customers with extraordinary service. The U.S. is becoming a rude society. Fewer people care about or expect good customer service. Too many companies are living on past reputations. A new generation of senior executives has no idea what customer service is all about. The author attributes this to a society of people all thumbs about their pods, pads and berries and oblivious to the world around them. This book should be a must read by CEOs, senior managers and heads of PR and customer service at all companies, organizations and institutions as well as local, state and federal governments.The book cites how poor customer service or lack of it has caused and exacerbates crises. There are separate chapters on basics, listening, responding, telephone etiquette, and the problem of gate guardians as well as separate chapters for a more comprehensive look at the success of several companies including Amica Mutual Insurance Co., Marriott and Crystal Cruise Lines. The author, Rene A. Henry, draws from the successful practices of CEOs who know extraordinary customer service to provide the reader with a menu of proven ideas that can be adapted for any type of business, product or service. The book looks at how the Nordstrom family empowers its employees with ownership and entrepreneurialism. Why Amica Insurance has been honored time and again for 100 years for the way it treats its customers. How Carl Sewell became one of the nation´s largest luxury car dealers by turning one-time buyers into a lifetime customers. The way Amazon has profited from Jeff Bezos´ customer-centric philosophy. The importance Bill Marriott, Jr. places on management by walking around has made it the leader in the hotel business. Ukrops Supermarkets became a major regional chain with a contrarian strategy. Brad Tilden attr... 1. Language: English. Narrator: Margie Lenhart. Audio sample: http://samples.audible.de/bk/acx0/014183de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Six Sigma goes in to the details of improving customer service, generating business expansion, and gaining knowledge about the service sectors business processes. Most service industries revolve around areas of finance, human resources, and sales and marketing. Hence, Six Sigma delves deeply into the subject of soft skills. Six Sigma can be applied to a company that provides housekeeping services. Firstly, the companies working processes would need to be understood. Using the DMIAC method or the define-measure-improve-analyze-control method, Six Sigma can definitely implement quality in any industry. As the main aim of this methodology is to reduce defects, the first step would be detecting the particular defect. Secondly, data will be collected to observe how, why, and how often these defects occur. Next, the Six Sigma team implements an outstanding-employees method of working as the normal method for all employees. Finally, new employees are taught the correct techniques. 1. Language: English. Narrator: Samuel Fleming. Audio sample: http://samples.audible.de/bk/acx0/020104de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Many people believe that sales and service are two separate functions, and treat them that way. This session will change the way you think, and make them a single process. You will learn how to exceed the customer´s expectations, build an emotional attachment with them, and also learn how to close the sale with very little extra effort; targeted to internal or external sales cultures, from any industry, at any level. 1. Language: English. Narrator: Brad Worthley. Audio sample: http://samples.audible.de/sp/made/000248de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
The growth and diversity of careers and career pathways within medicine and health care can be confusing, yet it reflects the evolution of modern medicine which relies upon a myriad of different specialists each able to contribute their own particular skills to the care and wellbeing of the patient or client. Careers within the NHS are many and varied, with opportunities to train not only as nurses and doctors but also as dieticians, occupational therapists, physiotherapists, and speech and language therapists. These are only a portion of the huge number of careers that are available to suit all tastes and abilities whether it is in medicine or support and technical staff there is something for everyone who is interested in health care. The use of rehabilitation in order to effect recovery and rebuild lives in a way that is meaningful to the client is foremost on the agenda for every therapist. But it also offers tremendous scope to the would-be practitioner, whether their interest lies in physical medicine or mental health, or a mixture of both. Occupational therapists for example, work in all sectors of the National Health Service including acute admission units; short and long stay units and community roles. Occupational therapy attracts mature students who may have had diverse backgrounds before choosing to study. An interest in psychology and communication may well be an incentive to study speech therapy. Speech and language specialists work in private practice as well as the NHS. Their work is varied with clients who might involve a child who has a cleft palate in the morning and then an adult suffering from Parkinson´s disease in the afternoon. Nursing and midwifery have always offered a varied career path, with options to train further in health visiting or district nursing, research, and specializations within medicine and psychiatric nursing. 1. Language: English. Narrator: Randelle Solomon. Audio sample: http://samples.audible.de/bk/acx0/080682de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Tracks Directory 3 gives information of careers in catering & hospitality, service professions, and travel & tourism. Tracks guides give information on over 150 professions, such as banking and financial services, catering and hospitality, construction, education, health care, land and sea work, law, government and administration, leisure and tourism, manufacturing crafts, marketing, media, service professions, and sports and fitness. Qualifications are listed from GCSE and NVQ to degree level. There are work descriptions and pay scales with advice and starter tips from chartered institutes and professionals in each area. 1. Language: English. Narrator: Tiffany Marie Khoshaba. Audio sample: http://samples.audible.de/bk/acx0/080272de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
First published as Tracks: Plan of the Professions in 1997, the 15th revised and updated edition is published in 2017. It gives information for over 150 professions, which include pathways in the banking and financial services, catering and hospitality, construction, education, health care, land and sea work, law, government and administration, leisure and tourism, manufacturing crafts, marketing, media, services, and sports and fitness. Qualifications are listed from GCSE and NVQ to degree level. There are work descriptions and pay scales with advice and starter tips from chartered institutes and professionals in each area. You may possibly have thought, ´´Being an accountant is so boring, and anyway, I couldn´t cope with all those figures and balance sheets.´´ The fact is, you don´t have to be an Einstein to be a success in it and the opportunities are enormous. A career in finance today comes under several headings. Accountancy, keeping the books and balancing accounts, is probably the most traditional area. There are different branches of accountancy in cost accounting, management accounting, payroll, revenues and benefits, and work opportunities for it in the commercial and industrial sectors; in the NHS and local government and in the voluntary sector. In a business of any size, there is also going to be an auditing requirement, checking the records and figures to make sure they are accurate and are a fair representation of the financial situation. Insurance, also a finance career, is about assessing risk and hedging against it, in every sphere. It includes underwriting ships and aeroplanes and their passenger liabilities as well as working out personal insurance from motor cars to flood risks. Do you have to have a lot of qualifications to get into insurance? 1. Language: English. Narrator: Damien Connolly. Audio sample: http://samples.audible.de/bk/acx0/083063de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
With national coverage of the first edition in 1997, Tracks found an eager audience, including many parents needing to inform their children´s choices for the future. Over 15 annual editions, the title has been revised and updated. The new edition carries work descriptions, listing pay scales and qualifications to degree level, with advice from professionals in the field and chartered institutes. The 2017 edition covers over 150 career paths in 14 sections from banking and financial services to sports and fitness. Tracks aims to provide a reliable source of information that also gives an idea of the technical operation of each area. ´´I never knew there were so many opportunities,´´ a school student enthused at a presentation of the guide; an excitement we hope to preserve in the continued development of Tracks. Researchers, Tracks Janet Barber has published a number of children´s books and adult craft books and part works, as well as working as a journalist for national newspapers and magazines, most recently specializing in public sector journalism. Nicholas James BA UCL, MA Kingston University. With Sarah Batiste he edited and published Cv Journal of Art & Crafts from 1988-1992, forming Cv Publications in 1992 and Cv/VAR Archive & Editions in 1995. Sarah James studied fine art at Goldsmiths College and Wimbledon School of Art, with further training in counselling and complementary health care. 1. Language: English. Narrator: Korbid Thompson. Audio sample: http://samples.audible.de/bk/acx0/079617de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
A step-by-step guide to designing and implementing an amazing customer service culture In today´s competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It´s not always clear what works and what doesn´t, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company´s individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine ´´leadership actions´´ that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization´s customer service practices from good to great, Unleashing Excellence is the key. PLEASE NOTE: When you purchase this title, the accompanying reference material will be available in your My Library section along with the audio. 1. Language: English. Narrator: Kimberly Farr. Audio sample: http://samples.audible.de/bk/adbl/004918de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.