The route to Exceptional Sales Management is within your grasp. This programme is the result of over 20 years of working with outstanding sales managers and directors across a wide range of industries, selling almost every conceivable product and service available. It will give you the tools to accelerate your career, grow your company, and become one of the greatest sales managers of your time. Language: English. Narrator: Mike Le Put. Audio sample: http://samples.audible.de/bk/bbcw/001373de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
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. Language: English. Narrator: Dr. Tony Alessandra. Audio sample: http://samples.audible.de/sp/ales/000036de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
As an IT manager you understand the value of technology. It´s what provides our teams with the tools that we can use to accomplish great things for our company. The challenge that we run into is that technology is always changing. This means that as an IT manager you have a responsibility to stay on top of all of the various technologies that your team will be called on to make use of. This includes Web 3.0 technologies, things that work in the world of retail shopping, and the latest developments in keeping those cyber criminals out of your company´s networks. What You´ll Find Inside:Maybe it is Time for IT Leaders to Go Shopping to Learn New TricksJust Whose Job Is Network Security Anyway? Why Cloud Computing Won´t Work For Every IT ProjectIT Managers Need to Realize that Virtualization Isn´t All That It´s Cracked Up to BeOur jobs are by their very nature complex. We need to understand what the company expects of us - are we the ones who are responsible for securing the company network or does this task belong to someone else? As more and more services become available to us, we are the ones that the company will turn to in order to determine what on-demand services need to be acquired. As we create solutions, we´ll need to understand when open source solutions may provide us with the best technology. Cloud computing is a hot topic, but we need to be able to determine if it´s right for our company. Finally, virtualization is currently in vogue but is it the right answer in every situation? This book has been created to provide you with the insights into today´s latest technologies that you are going to need in order to direct your team. The goal is to provide you with the knowledge that you are going to need in order to determine what technology to use in what situation. For more information on what it takes to be a great IT manager, check Language: English. Narrator: Jim Anderson. Audio sample: http://samples.audible.de/bk/acx0/025282de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Here´s how to liberate your customers from customer service, keep them happy, and control costs.Most customer-service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a ´´relationship´´ with your company´s customer service department, or do they simply want to purchase your products or services so they can put them to use?In this groundbreaking audiobook, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong - eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand.The Best Service Is No Service outlines seven principles to deliver the best service - which ultimately leads to ´´no service´´: Eliminate dumb contactsCreate engaging self-serviceBe proactiveMake it easy to contact your companyOwn the actions across the company Listen and actDeliver great service experiencesWhile self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a ´´no service´´ mindset - and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems. Language: English. Narrator: Jim Bond. Audio sample: http://samples.audible.de/bk/brll/000017de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
This information is a must for every executive and employee. Everyone you touch every day is your customer: shareholders, employees, managers, partners, and that person purchasing your service or product. Manage customer complaints more effectively, retain a winning staff through savvy leadership techniques, enhance your operations to better satisfy everyone, learn how to add value to all client contacts, and find out what the customer really wants. ungekürzt. Language: English. Narrator: Marsha Sue Petrie. Audio sample: http://samples.audible.de/sp/made/000294de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Includes Exclusive Audiobook Bonus Content - See Below Whether you just want a job that lets you travel the world for free, or you´re looking for a career that lets you set your own hours and do what you love, this audiobook will show you how to become a tour guide with clear, practical advice and easy to follow steps. It will teach you what you need to say, how to advertise your services and how the pros make their money and ask for tips. It will teach you how to start your first tour, how to get repeat business after you´ve finished it and even what life is really like ´out there on the road.´ Written by a Tour Guide with experience in guided tours across 15 countries and with contributions from experts all across the world, there´s no better way to start one of the best careers in the world. SNEAK PEEK: TABLE OF CONTENTS 1. Tour Guiding 101 2. The Different Faces of a Tour Guide: What the job actually involves3. Is there a Tour Guide in You? 4. Essentials of a Good Tour Manager: Including service, research and spieling advice5. Public Speaking: Including how to overcome anxiety, and how to ask for tips6. For Love or Money: Including how much you can earn as a guide7. Creating Your First Tour: Find the idea8. Creating Your First Tour: Create the route9. Creating Your First Tour: Setting a price10. How to Freelance11. Working for a Tour Agency: Including essential CV advice12. Marketing Plans13. Offline Marketing14. Online Marketing15. Lead and Control Large Groups16. Guiding Away from Home17. Dealing With Problems18. Advanced Advice19. Self-Improvement techniques20. Well What Are You Waiting For? 21. Bonus Content - 3 x Tip Spiels22. Bonus Content - Bus Spiel23. Bonus Content - Specialty Spiel24. Bonus Content - Socio-economic Spiel ungekürzt. Language: English. Narrator: Sean Householder, Sandra Murphy, Nick Manning. Audio sample: http://samples.audible.de/bk/acx0/069618de/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... ungekürzt. Language: English. Narrator: Margie Lenhart. Audio sample: http://samples.audible.de/bk/acx0/014183de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Organisations that excel at service buzz. Their people are switched on, and they ´´make it happen´´ for customers. It is down to all the little things they get right. They focus on what counts, and in the world of commerce, as well as in public service, there is only one person that counts, and that is the customer. ´´Get the First Five Seconds Right´´ The original Tom Peters-style fashion for customer service evolved into CRM (customer relations management), and as companies struggled to reduce costs, improve efficiency, and enhance profits, they allowed high-technology and computers to take over many of the traditional roles exercised by empowered and customer-friendly front-line people. Call centres, IVR (interactive voice recording), and Internet ordering became the order of the day. Empowered front-line employees were proving just too expensive and too unreliable to provide cost-effective customer service. In other words, many companies lost the plot.´´Make Customers Laugh´´ This audiobook is aimed at stimulating senior executives, managers, and front-line employees to re-examine the little things they do every day in relation to customers (external and internal). Language: English. Narrator: Bookbytes. Audio sample: http://samples.audible.de/bk/bkby/000001de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Lyn Kelley, Ph.D., Certified Professional Coach with over 20 years experience in business coaching gives you the step-by-step method to become a corporate or business coach or consultant. Most importantly she shows you how to promote it, how to get in with big corporations, and how to maintain your professional ethics and integrity. Dr. Lyn shows mental health providers, coaches and human service providers how they can get rich in the Corporate Coaching boom! You can easily earn $250/hr to $2500/day with business and corporate coaching. Plus she gives you samples of contracts and letters you´ll need. Here´s what you´ll learn: What corporations want in coachesHow to get your foot in the doorHow to promote to the right peopleHow to structure a coaching program designed specifically for that corporationHow to create a proposal and pitch it correctlyHow to train managers, supervisors and employeesHow to motivate people beyond what they ever thought possibleHow to do career advancement coaching with individualsEthical guidelines for CoachesSample Contract you must follow to protect yourselfHow to get businesses to BEG you to come back for more coaching PLEASE NOTE: When you purchase this title, the accompanying reference material will be available in your My Library section along with the audio. ungekürzt. Language: English. Narrator: Lyn Kelley. Audio sample: http://samples.audible.de/bk/acx0/002467de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Colleges and universities constitute a special type of organization; and their complex mission, dynamics, personnel structures, and values require a distinct set of understandings and skills to lead and manage them well. In Reframing Academic Leadership, Lee G. Bolman and Joan V. Gallos offer higher education leaders a provocative and pragmatic guide for: Crafting dynamic institutions where the whole is greater than the sum of the parts. Creating campus environments that facilitate creativity and commitment Forging alliances and partnerships in service of the mission Building shared vision and campus cultures that unite and inspire Serving the larger goals of the academy and society Throughout the book, the authors integrate powerful conceptual frameworks with rich and compelling real-world cases to support academic leaders searching for the best in themselves and in their institutions. The book tackles thorny issues such as building institutional clarity and capacity, managing conflict, coping with difficult people, partnering with the boss, and developing leadership resilience. Following in the tradition of Bolman and Deals classic Reframing Organizations, Bolman and Gallos emphasize a pragmatic approach. They tease out the unique challenges and opportunities in academic leadership and provide ideas, tools, and encouragement to help higher education leaders see more clearly, feel more confident, and become more skilled and versatile in handling the vicissitudes of daily life. Reframing Academic Leadership is the resource for those seeking to understand, develop, and manage colleges and universities.PLEASE NOTE: When you purchase this title, the accompanying reference material will be available in your My Library section along with the audio. ungekürzt. Language: English. Narrator: Kris Koscheski. Audio sample: http://samples.audible.de/bk/acx0/001969de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.