Apr
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Call Of Duty Modern Warfare 2 Tricks, Jumps & Hidden Spot *(Part 4)*
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Customer Service for Dummies
$10.94 Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs.pKaren Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.Features even more new information on online customer servicepProvides the tools to achieve results that have benefited me, my company, my customers.br--Bo Wilson, VP Global Customer Support, VeriSignpGood products and good marketing aren't enough to succeed in business; you also need good customer service. This new edition reinforces the fundamentals of getting in step with your customers and shows you how to apply them in any scenario. Here's your key to happy customers -- and success -- in today's business world.pPraise for Customer Service For DummiespWell-written, fun-to-read. . . . An excellent book to make those hard-earned marketing dollars work to your advantage.br--Self-Employed AmericapExcellent. . . . Provides lots of step-by-step tips.br--Small Business OpportunitiespA 'must-have' manual for companies of all sizes -- from the sole proprietor to the largest corporation.br--Home Business JournalpDiscover how to Understand key customer service concepts Measure your strengths and weaknesses Foster good face-to-face and telephone service Respond and relate to different customer personalities Deal effectively @%áG®záÿ¾Úx |
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Customer Mania!
$21.48 Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up.In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service -- creating a people-oriented, performance-driven, customer-first organization. Packed with practical insights, Customer Mania! emphasizes four critical steps:• Set Your Sights on the Right Target. The bottom line grows from taking care of customers and creating a motivating environment for your people.• Treat Customers the Right Way. Determine the kind of experience you want your customers to have as they interact with every part of the company.• Treat Employees the Right Way. Use strategies ranging from smart hiring, to training and development, to managing performance and creating a recognition culture.• Build the Right Kind of Leadership. You can't do it all yourself, so let your people put their own brains to work and then support them all the way.From CEO to middle manager to the person facing the consumer, Customer Mania! is a vital tool for enhancing their experience -- and their customers. |
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Work from Home : 837101145879
$75.03 Work from Home : 837101145879 |
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Treat Me Like a Customer: Using Lessons from Work to Succeed in Life
$8.5 Do you feel as though you're doing everything right to provide for your family but sense a growing distance between you and those you love the most? According to entrepreneur Louis Upkins, you may be doing all the right things, but in the wrong order. Using a simple customer service principle, you can learn how to be just as successful at home as you are at work. Fulfill your calling as a parent and spouse by doing what you do so well at work.Be As Successful at Home As You Are at Work So many professionals work non-stop to secure the next rung on the corporate ladder. Why then do they struggle to enjoy their success even at the peak of their career? According to entrepreneur Louis Upkins, by using a simple customer-service principle, you can learn how to be just as successful at home as you are at work. Fulfill your calling as a parent and spouse by treating those closest to you as well as you would treat your customers. Powerful stories and clear, practical teaching help leaders at every level reorder their priorities and bring their lives back into balance. You will learn: * How to balance the demands of work and home * What your loved ones really want * How to regain trust and build integrity * Why a good fight isn't the end of the world * How to protect your family from competition By applying these and other tactics explained by Upkins, you will reconnect with your family and experience the same success at home that you enjoy at work. |
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Work From Home
$9.73 Buy and sell [Work From Home] at great prices. |
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Customer-Driven Project Management
$4.98 Reorganize any project for improved efficiency and quality Designed around numerous case studies, Customer-Driven Project Management, Second Edition drives home the importance of front-end customer involvement for project managers and engineers alike. Authors Bruce T. Barkley and James Saylor have added six new chapters to this edition, focusing on Internet support systems, selling the project, and a model for e-business projects. This integrated approach to Custom-Driven Project Management (CDPM) explains the new enterprise project life cycle and gives you a wide range of effective tools for developing customer-driven teams. You learn how to: * Use people involvement tools and techniques * Recognize senior management’s role in project review * Be aware of the full range of personal and professional issues * Apply definition, selection, and analysis tools and techniques *Work with project management and system development tools and techniques * More |
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Work Well From Home
$5.66 Buy and sell [Work Well From Home] at great prices. |
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Effective Software Customer Support
$39.06 Effective Software Customer Support |
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Customer Mania! It's Never Too Late to Build a Customer-Focused Company
$15.98 Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up. In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service -- creating a people-oriented, performance-driven, customer-first organization. Along with coauthors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to build a successful business. By drawing on examples from the world's largest restaurant company, Yum! -- owner of KFC, Taco Bell, Pizza Hut, Long John Silver's, and A&W Restaurants -- the authors explain how any company, large or small, can develop a unified, people-first, customer-oriented culture. Packed with practical insights, Customer Mania! emphasizes four critical steps:• Set Your Sights on the Right Target. The bottom line grows from taking care of customers and creating a motivating environment for your people.• Treat Customers the Right Way. Determine the kind of experience you want your customers to have as they interact with every part of the company.• Treat Employees the Right Way. Use strategies ranging from smart hiring to training and development to managing performance and creating a recognition culture.• Build the Right Kind of Leadership. You can't do it all yourself, so let your people put their own brains to work and then support them all the way.By relying on these concepts, businesses everywhere can cultivate passionate and engaged team members who contribute to the company's overall success. From CEO to middle manager to the person facing the consumer, Customer Mania! is a vital tool for enhancing their experience -- and their customer's. |
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Customer Mania!: It's Never Too Late to Build a Customer-Focused Compa
$1.22 From one of America's biggest bestselling authors and inspiring business speakers comes the key to creating a people-oriented, performance-driven, customer-first organization.Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up. In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service -- creating a people-oriented, performance-driven, customer-first organization. Along with coauthors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to build a successful business. By drawing on examples from the world's largest restaurant company, Yum! -- owner of KFC, Taco Bell, Pizza Hut, Long John Silver's, and A&W Restaurants -- the authors explain how any company, large or small, can develop a unified, people-first, customer-oriented culture. Packed with practical insights, Customer Mania! emphasizes four critical steps:p- Set Your Sights on the Right Target. The bottom line grows from taking care of customers and creating a motivating environment for your people.p- Treat Customers the Right Way. Determine the kind of experience you want your customers to have as they interact with every part of the company.p- Treat Employees the Right Way. Use strategies ranging from smart hiring to training and development to managing performance and creating a recognition culture.p- Build the Right Kind of Leadership. You can't do it all yourself, so let your people put their own brains to work and then support them all the way.pBy relying on these concepts, businesses everywhere can cultivate passionate and engaged team members who contribute to the company's overall success. From CEO to middle manager to the person facing the consumer, Customer Mania! is a vi?ó…¸Që…ÿ¾Úx |
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Customer Astonishment
$12.98 Great customer relationships make the world go around. Customers give us the opportunity to apply our talents to serve them. Then, they transfer money from their bank accounts to ours so that we have the financial leverage to meet our goals. This simple, everyday economic interdependence is what business success, professional accountability, and personal prosperity are all about. In today's competitive world, a satisfied customer is no longer enough. A satisfied customer is still shopping around until you provide that WOW experience and make that WOW connection that creates customer loyalty. To do so, you must move beyond mere customer service to the new world of Customer Astonishment. To astonish is "to strike with awe and wonder." Author Darby Checketts has spent the past 14 years preparing to show you how. You will learn the principles and methods to make these secrets work for you and your team. Customer Astonishment: 10 Secrets to World-Class Customer Care explores colorful customer situations illustrating the "Power of WOW," which is needed to positively astonish those who depend on you. In turn, you will achieve your goals and prosper. This book represents the essence of what author Darby Checketts has learned and taught in customer relations, and it will help you set your own mark for world-class customer care. |
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Quality From Customer Needs To Customer Satisfaction
$51.48 Aimed at academic and industry courses teaching Total Quality Management, this text shows how to handle the quality improvement process during all steps of a product's life cycle, from customer needs to customer satisfaction, as well as in the support process of an organization. The authors describe philosophies as well as mathods and techniques, the history as well as the future, planning and development as well as manufacturing, and quality for services as well as for goods. The text links quality with the market, productivity, logistics, and investments in a win-win strategy. The up-to-date treatment of current industry topics includes: quality in the supply process, service quality, customer satisfaction (formation, measurement, committment), and leadership for quality (improvement programs, company assessments, quality awards, and learning organizations). There is a twelve-chapter treatment of the quantitative aspects of quality and an appendix of basic statistics. |
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At Work At Home
$22.48 More than 50 million Americans work at home ... and the work they do is as varied as the houses they live in. This fresh take on home workspaces looks at a wide range of designs that suit some unique employment needs -- from a daycare center to a dance studio. |
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Customer Culture
$4.48 Many people have written about creating customer-centered organizations. Michael Basch actually did it--better than anyone else. He was the co-founder of Federal Express, and the VP of Sales, Marketing and Customer Service. He built the systems, created the processes and developed the culture that made FedEx the legend it still is today in customer management and support. CustomerCulture is about consciously building the customer-centered organization where every employee is focused on serving their customers for sustained, profitable growth over the long haul... and it is now available in paperback. The people and companies that are constantly customer-centered are the "evolutionary forces" that continue to grow and innovate in their neverending quest for finding better ways. This is the definition of"CustomerCulture." In this book, Basch shows how any organization--from a small dental practice to a multinational organization--can transform itself for the customer, and become more profitable along the way.Endorsed by Fred Smith, principal founder and CEO of FedEx and James Barksdale, co-founder of Netscape. |
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Bereavement And Support
$77.98 In the early 1970s bereavement support groups were almost unknown. However, the obvious benefits of the group process for recovery - the mutual support and understanding that helps mourners to a better outlook - has created a demand for people who can organise and facilitate these groups.; Addressing the basis and need for support groups for the bereaved, this book presents a theoretical overview, examines benefits and variety of support groups structured and unstructural, special populations and specifics for initiating, organising and running them, such as publicity. It differs from other treatments in that theory and practice are moulded into a how-to approach, with all procedures presented equally for the widest range of choices. Also included is a comprehensive book bibliography for adults, children, children's helpers and parents.; This text is intended to be of use as a resource for professionals in the field of thanatology, including psychologists, psychiatrists, gerontologists, therapists, group counsellors, hospice workers, educators, funeral home directors, home health employees, hospital staff and volunteer organisations that work with survivors. |
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Crm: Redefining Customer Relationship Management
$34.04 I have long maintained that in a global market liberalized by free trade policies and advanced communications technology, there remains just one powerful regulatory force-the customer. In this book, Jeffrey Peel has taken a close look at customer relationship management from the perspective of large distributed companies. This is a novel approach, not really covered by dot-com/IT-based definitions. The refreshing difference is that Peel appears to understand the difficulties and suggests practical methods to do things better.-Lord Marshall of Knightsbridge, Chairman, British Airways PlcbrIn this book, Jeff Peel combines the deep insights of an experienced market researcher with the practical understanding of how technology can be applied to CRM to provide a truly original work. He provides a wholly new focus on how CRM impinges on marketing processes, which provides a particular challenge for marketeers and CRM practitioners to review the way they look at their separate disciplines. This book is for those marketeers, CRM practitioners, students, and academics who want to challenge the established preconceptions of what CRM is about.-Peter Hutton, Deputy Managing Director, Market & Opinion Research International (MORI), LondonIn CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm.br-Defines the nature of new CRM niche solutionsbr-Provides entirely new types of functionality that mesh seamlesslybr-D@A¸Që…ÿ¾Úx |
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Work Well From Home (steps To Success)
$49.95 Work Well From Home (steps To Success) |
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Customer Service For Home Builders
$34.52 Customer Service For Home Builders |
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Home and Work
$30.98 Do you put family photos on your desk at work? Are your home and work keys on the same chain? Do you keep one all-purpose calendar for listing home and work events? Do you have separate telephone books for colleagues and friends? In Home and Work, Christena Nippert-Eng examines the intricacies and implications of how we draw the line between home and work.Arguing that relationships between the two realms range from those that are highly "integrating" to those that are highly "segmenting," Nippert-Eng examines the ways people sculpt the boundaries between home and work. With remarkable sensitivity to the symbolic value of objects and actions, Nippert-Eng explores the meaning of clothing, wallets, lunches and vacations, and the places and ways in which we engage our family, friends, and co-workers. Commuting habits are also revealing, showing how we make the transition between home and work selves though ritualized behavior like hellos and goodbyes, the consumption of food, the way we dress, our choices of routes to and from work, and our listening, working, and sleeping habits during these journeys.The ways each of us manages time, space, and people not only reflect but reinforce lives that are more "integrating" or "segmenting" at any given time. In clarifying what we take for granted, this book will leave you thinking in different ways about your life and work. |
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The Complete Guide To Customer Support
$20.34 Buy and sell [The Complete Guide To Customer Support] at great prices. |
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The Ultimate Customer Support Executive
$40.03 Buy and sell [The Ultimate Customer Support Executive] at great prices. |
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Coaching for World Class Customer Support
$45.95 Coaching for World Class Customer Support |
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Building the Customer-Centric Enterprise: Data Warehousing Techniques
$5.3 Strategies for leveraging information technologies to improve customer relationshipsbrWith E-business comes the opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. Along the way, IT managers need an integrated set of technologies--from Web sites to databases and data mining tools--to make all of this work. This book shows both IT and business managers how to match business strategies to the technologies needed to make them work. Claudia Imhoff helped pioneer this set of technologies, called the Corporate Information Factory (CIF). She and her coauthors take readers step-by-step through the process of using the CIF for creating a customer-focused enterprise in which the end results are increased market share and improved customer satisfaction and retention. They show how the CIF can be used to ensure accuracy, identify customer needs, tailor promotions, and more.Acknowledgments.brbrForeword.brbrIntroduction.brbrINTRODUCING CRM.brbrThe Customer Becomes the Center of the Business Universe.brbrThe Customer and the Corporate Information Factory (CIF).brbrUnderstanding the Customer Life Cycle.brbrPLANNING FOR CRM.brbrAre You Ready? Tuning the Organization for CRM.brbrGetting Underway.brbrDeveloping an Integrated CRM Technology Environment.brbrCapturing Customer Information.brbrQuality Relationships Start with Quality Customer Data.brbrIMPLEMENTING CRM.brbrBusiness Intelligence: Technologies for Understanding Your Customers.brbrFacilitating Customer Touches with the Customer ODS.brbrAutomating the Sales and Service Process.brbrInteracting with Customers Online.brbrPutting It All Together with Enterprise Portals.brbrPreserving Customer Trus@333333ÿ¾Úx |
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When Mama Comes Home From Work
$8.31 Buy and sell [When Mama Comes Home From Work] at great prices. |
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Work at Home Now: The No-Nonsense Guide to Finding Your Perfect Home-B
$9.35 Many legitimate home-based jobs and projects can be found online, but trustworthy guidance is scarce. Worse, with a 56-to-1 scam ratio in work-at-home ads, the terrain is a minefield of fraud.brpNevertheless, customer service agents, researchers, test scorers, tutors, writers, and concierges are just a few of the many people regularly hired to work from home.brpA growing number of Fortune 500 companies, including UnitedHealth Group, American Express, and Northrop Grumman, also hire home-based personnel.brpIn Work at Home Now, you'll learn:brp* The top insider tips on good and bad Google search terms.brp* How to find the needles in the haystack on Craigslist, Indeed, Monster, CareerBuilder, and other big sites.brp* Where the real jobs for mystery shoppers, transcriptionists, and similar part-time specialties can be found.brp* Scam-spotting tips that even law enforcement doesn't know.brpIncluding interviews with hiring managers and successfu |
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Work From Home: How To Make Money Working At Home - And Get The Most O
$15.16 'The great thing about working from home is that you are in control and you can create the ideal environment for your own temperament and circumstances.' Are you one of the millions of people who have already discovered the rewards of working from home? Or one of those thinking about taking the plunge and wondering what challenges you will face? If so, this book could change your life. Whether you are planning to run your own business or work from home for someone else, whether you spend your day at a computer or out in your workshop, this down-toearth, friendly guide is packed with practical information and tips: *Discover whether you and your work are suited to working from home *Find out how to negotiate homeworking with your employer *Beat procrastination and use your time effectively *Maintain a professional image even if you work from the kitchen table *Overcome isolation and deal confidently with any crisis *Separate work from home and gain support from your family and friends Get the most out of homeworking by sharing the experiences of the author and a diverse range of homeworkers, from designers and B&B owners to salesmen and builders. Explore their solutions to common challenges and save time, effort and money by not making the mistakes they made. |
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The Ultimate Customer Support Executive
$52.48 Down-to-earth, practical, hands-on resource written for customer support executives (and those who depend on them) who want to take their performance to the next level. |
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Customer Intelligence: From Data to Dialogue
$64.07 Developed from the authors' experience working with firms seeking to build better business intelligence, <i>Customer Intelligence</i> is concerned with who will own and control information about customers and who will develop the best skills and capabilities to exploit it for competitive advantage. At its core, it attempts to explain why the age of information has failed to live up to its own hype of specialization, personalization over homogenization, and consistently satisfying customers.Foreword by Malcolm McDonald.<p>Acknowledgements.<p>Introduction.<p><b>Part I: The Decade of Customer Information Exploitation: 1990&#8211;2000.</b><p>Chapter 1: The Concept of Customer Intelligence: From Product to Customer.<p>Chapter 2: Achieving an Intelligence Capability: From Data to Knowledge.<p>Chapter 3: The Eclipse of Mass Marketing: From Many to One.<p>Chapter 4: Achieving Segmentation and Differentiation: From Fuzzy to Focused.<p><b>Part II: The Decade of Customer Information Exchange: 2000&#8211;2010.</b><p>Chapter 5: The Collapse of Time: From Lapsed to Real.<p>Chapter 6: Customer Privacy and Confidentiality: From Surveillance to Permission.<p>Chapter 7: Closing the Loop: From Monologue to Dialogue.<p>Chapter 8: The New Practice of Marketing: From Selling to Buying.<p>Notes.<p>Index.<a name=REVIEWS_EXTRACT>Kelly's elegant, jargon-free style and compelling arguments make the work read like a whodunnit... (<i>Journal of Direct, Data and Digital Marketing Practice</i>, March 2006)</a><p>...this book is indispensable (<i>The Marketer</i>, April 2006)<p>it should still prove equally inspiring [as his previous book, Data Warehousing] (<i>Information Age</i>, April 2006)<p>&#160;...succeeds in crystallising a radical change in marketing.... (<i>Journal of Direct @PzáG®ÿ¾Úx |
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Up Close & Personal?: Customer Relationship Marketing at Work
$14.82 DIVDIVCustomer Relationship Marketing (CRM) revolutionized the way companies approach marketing. Based on worldwide research supported by IBM,IUp Close & Personal?/Iprovides practical insights into effective customer relationship marketing. International case examples from Amazon, FedEx, Samsung, BT, and Lufthansa show how most successful companies are growing by strengthening their ties to customers. This edition features updated material on technology and customer management systems./DIV/DIVDIVBased on worldwide research supported by IBM, this book provides new insights into effective customer relationship marketing. Should be read by all marketing, sales, service and advertising practitioners. -- Marketing magazine Probably the most level-headed and clear-sighted picture of how markets can affect customer relationships. -- Database Marketing/div |
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Up Close and Personal? Customer Relationship Marketing at Work
$3.48 * Includes a new free CD-ROM * Published in association with IBM and Ogilvy Effective customer relationship marketing (CRM) is one of the most important challenges faced by the management team of a modern enterprise. In a highly competitive and demanding environment, more and more companies are seeking to establish the strategies, culture, processes and technologies that will make it just that little bit harder for customers to make a switching or even a multi-sourcing decision. Nobody can completely predict human behavior but the ideas behind CRM are certainly designed to ensure the best chance of success. CRM remains the biggest revolution yet in marketing, the power of new technology having swept it to the forefront of management thinking. Although based on apparently simple ideas involving keeping in touch and responding to customer contacts, many companies still shy away from the awesome task of building a relationship with thousands, or even millions, of people. As customers become increasingly sophisticated in their expectations, the diversity and range of products and services on offer gets even wider. So how can you ensure that your product or service is their preferred choice, and, importantly, that it continues to be? Do customers become confused by too extensive a choice? Will people welcome a close relationship with their suppliers or will they find it over-intrusive and an invasion of privacy? Database technology of different kinds can facilitate a range of relationship marketing techniques. The important issues for modern enterprises, large and small, are to understand the why, what, how, when and where of using them. "Up Close and Personal?" provides important andpractical new insights into effective customer relationship marketing by looking in depth at: * Strategies, policies and plans; * Measuring the impact; * Segmentation; * The implementation program; * Customer loyalty and continuity; * Transparent marketing, customer value and process management; * Customer knowledge management; * Technical systems and data management; * Managing good and bad customers * Establishing ROI and satisfying the Board This second edition has been fully updated throughout and contains new material on data management, key performance indicators and benefit analysis. It also comes with a free CD-ROM containing a diagnostic tool to enable you to determine how well your enterprise might be positioned to take forward a new CRM initiative. Based on worldwide research into CRM supported by IBM, Up Close and Personal? brings together the work of four leading experts in the field: Gamble, Stone, Woodcock and Foss provide a combination of marketing theory, practical guidance, case studies and implementation techniques, while emphasizing the need for constant re-evaluation. It is clear that businesses that develop closer relationships with their customers can compete better. However, these relationships cannot be built overnight. The capabiliti... |
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Notes from Home and Work
$8.42 Through a series of magnified moments in people's lives, Hochschild explores the impact of modern capitalism on our experience of care and love.As a feminist, Hochschild celebrates some of the advances made by the women's movement. . . . There is wit, humour and joy, as well as portents of doom.--The Financial Times (UK)A fascinating read, representing the sociological imagination at its freest and finest. Hochschild has a mind nimble enough to dance -- but always to the beat of generous and compassionate heart.--Barbara Ehrenreich, author of Nickel and Dimed, On (Not) Getting By in AmericapIn this set of penetrating and engaging essays, Arlie Hochschild explores the persistent problems of intimacy, family, and care in an increasingly globalized consumer capitalism. Hochschild applies the trademark perception, originality, and human-ness that has made her one of the country's most distinguished and productive sociologists. With their impressive weave of sociological theory, ethnographic research, and analyses of popular culture, these essays are a tour de force.--Juliet Schor, author of The Overspent AmericanpIn her new book Arlie Hochschild takes a major step beyond The Second Shift and The Time Bind by illuminating the achievements and pitfalls of what she rightly characterizes as the stalled revolution for gender equality. Hochschild shows that the idea of the traditional nuclear family, or 'family values, ' is not the solution to all our social problems, but a monumental hoax. Only major changes in the institutional context of family and work can create the conditions for the warm family life that most Americans want.--Robert Bellah, Professor of Sociology, Emeritus, University of California, BerkeleypIn these remarkable essays, Hochschild breaks the well-established academic rule that to be profound you also have to be obscure. She subtly traces the cultural and structural trends that have objectified and commodified intimacy, emotion, pers@ ×=p£×ÿ¾Úx |
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Notes from Home and Work
$10.79 Through a series of magnified moments in people's lives, Hochschild explores the impact of modern capitalism on our experience of care and love.As a feminist, Hochschild celebrates some of the advances made by the women's movement. . . . There is wit, humour and joy, as well as portents of doom.--The Financial Times (UK)A fascinating read, representing the sociological imagination at its freest and finest. Hochschild has a mind nimble enough to dance -- but always to the beat of generous and compassionate heart.--Barbara Ehrenreich, author of Nickel and Dimed, On (Not) Getting By in AmericapIn this set of penetrating and engaging essays, Arlie Hochschild explores the persistent problems of intimacy, family, and care in an increasingly globalized consumer capitalism. Hochschild applies the trademark perception, originality, and human-ness that has made her one of the country's most distinguished and productive sociologists. With their impressive weave of sociological theory, ethnographic research, and analyses of popular culture, these essays are a tour de force.--Juliet Schor, author of The Overspent AmericanpIn her new book Arlie Hochschild takes a major step beyond The Second Shift and The Time Bind by illuminating the achievements and pitfalls of what she rightly characterizes as the stalled revolution for gender equality. Hochschild shows that the idea of the traditional nuclear family, or 'family values, ' is not the solution to all our social problems, but a monumental hoax. Only major changes in the institutional context of family and work can create the conditions for the warm family life that most Americans want.--Robert Bellah, Professor of Sociology, Emeritus, University of California, BerkeleypIn these remarkable essays, Hochschild breaks the well-established academic rule that to be profound you also have to be obscure. She subtly traces the cultural and structural trends that have objectified and commodified intimacy, emotion, pers@%”záG®ÿ¾Úx |
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The Customer Service Activity Book
$25.48 From seasoned veterans to first-timers, any instructor, trainer, manager, consultant, or coach charged with improving customer service will find The Customer Service Activity Book a powerful resource. The activities can easily be used as a complete customer service training program or customized and used individually to address areas of concern. The Customer Service Activity Book presents an array of dynamic and engaging activities that: * Reinforce what good customer service is -- and is not * Demonstrate how to work together most constructively and efficiently * Prove the value and the importance of "sharing the load" * Show how to increase productivity and performance while enhancing relationships with customers Assembling 20 years of sales and customer service experiences in a wide variety of industries, The Customer Service Activity Book is a treasure trove of exercises for enhancing the quality of any customer service training program. |
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The Complete Guide to Customer Support
$25.48 Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide tThe Complete Guide to Customer Support shows you how to maintain a quality staff, choose the technology that's right for your business, mesh multiple types of support, evaluate your operation, and more. |
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Home and Work: Negotiating Boundaries through Everyday Life
$17.98 1996-06-01. Paperback. Good. Excellent customer service. May ship from alternate location depending on your zip code and availability. Satisfaction guaranteed!! |
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Up Close and Personal?: Customer Relationship Marketing @ Work
$1.49 DIV* Includes a new free CD-ROM * Published in association with IBM and Ogilvy Effective customer relationship marketing (CRM) is one of the most important challenges faced by the management team of a modern enterprise. In a highly competitive and demanding environment, more and more companies are seeking to establish the strategies, culture, processes and technologies that will make it just that little bit harder for customers to make a switching or even a multi-sourcing decision. Nobody can completely predict human behavior but the ideas behind CRM are certainly designed to ensure the best chance of success. CRM remains the biggest revolution yet in marketing, the power of new technology having swept it to the forefront of management thinking. Although based on apparently simple ideas involving keeping in touch and responding to customer contacts, many companies still shy away from the awesome task of building a relationship with thousands, or even millions, of people. As customers become increasingly sophisticated in their expectations, the diversity and range of products and services on offer gets even wider. So how can you ensure that your product or service is their preferred choice, and, importantly, that it continues to be? Do customers become confused by too extensive a choice? Will people welcome a close relationship with their suppliers or will they find it over-intrusive and an invasion of privacy? Database technology of different kinds can facilitate a range of relationship marketing techniques. The important issues for modern enterprises, large and small, are to understand the why, what, how, when and where of using them. Up Close and Personal? provides important andpractical new insights into effective customer relationship marketing by looking in depth at: * Strategies, policies and plans; * Measuring the impact; * Segmentation; * The implementation program; * Customer loyalty and continuity; * Transparent marketing, customer value and process ma?÷×=p£×ÿ¾Úx |
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Customer Service: Empowerment and Entrapment
$153.14 DIVCustomer service is at the center of many recent changes in work and organizations and is often celebrated as being of benefit to all. This book explores the real nature of customer service from different critical perspectives drawing on a wide range of sectors internationally.br/divDIVServicing Societies?: Colonisation, Control, Contradiction and Contestation--A. Sturdy * Academic Discourses of the Customer: Sovereign Beings, Management Accomplices or People Like Us?--P. Rosenthal, R. Peccei & S. Hill * Representing Customer Service: Telephones and Texts--E. Wray-Bliss * Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry--M. Tyler & S. Taylor * The Contradictions of Service Work: The Call Centre as Customer-Oriented Bureaucracy--M. Korczynski * From Person to System Oriented Customer Service--G. Ritzer & T. Stillman * Empowering Customers through Education or Governing without Government?--D. Hodgson * Struggles for the Control of Affect: Resistance as Politics and Emotion--A. Sturdy & S. Fineman * The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work--J. Manley * The Importance of Being Aesthetic: Work, Employment and Service Organisation--D. Nickson, C. Warhurst, A. Witz & A. Cullen * Relationship Marketing, E-commerce and the Emancipation of the Consumer--J. Fitchett & P. McDonagh * Epilogue--P. du Gaybr/divDIVServicing Societies?: Colonisation, Control, Contradiction and Contestation--A. Sturdy * Academic Discourses of the Customer: Sovereign Beings, Management Accomplices or People Like Us?--P. Rosenthal, R. Peccei & S. Hill * Representing Customer Service: Telephones and Texts--E. Wray-Bliss * Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry--M. Tyler & S. Taylor * The Contradictions of Service Work: The Call Centre as Customer-Oriented Bureaucracy--M. Korczynski * @c$záG®ÿ¾Úx |
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Finding Your Perfect Work (Working from Home)
$3.48 Finding Your Perfect Work (Working from Home) by Paul Edwards, and Sarah Edwards Published in 1996 by Tarcher |
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Job Satisfaction and Customer Focus
$89.81 This study investigated elementary school teachers' perceptions of customer focus as practiced in Islamic schools in Michigan. In addition, the study compared Islamic elementary school teachers' perceptions of customer focus in education and their levels of job satisfaction with teachers in public and Catholic schools. A total of 107 teachers in nine Islamic schools participated by completing three instruments: Customer Service Orientation Scale, Job Satisfaction Survey, and a short demographic survey. The Customer Service Orientation Scale measured staff responsiveness to external customers, instructional systems, environment - physical, environment - affective, and communication. The subscales included on the Job Satisfaction survey included satisfaction with: administrator, teaching, religious aspects of teaching, factors related to work, professionalism, challenges, parent support, students, economic factors, other factors, and collaboration. |
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Customer Service/Home Networki
$34.83 Buy and sell [Customer Service/Home Networki] at great prices. |
