Book Description
Clear, Correct, Concise E-Mail is a writing workbook for customer service agents who answer e-mail queries. The self-paced workbook uses e-mail exchanges between customers and companies to teach customer service professionals the writing skills they need to communicate with customers.
The workbook includes a test to assess writing skills; chapters on spelling and word use, punctuation, tone, clarity and conciseness. Agents will learn how to write for global customers. More than 35 writing exercises let agents practice writing skills. Checklists and other writing tools help agents complete writing exercises and write effective e-mails on the job.
Book Description
* A practical guide to developing a customer service strategy
Book Description
Develop standard-setting customer service!
Based on the best-selling book Fabled Service by Betsy Sanders!
This program will help you develop exceptional customer service that puts your organization above your competition. Inspiring Fabled Service helps you assess your needs and select activities to improve weak areas in your current customer service.
Teach others vital customer service skills, such as how to:
* Positively represent the organization
* Satisfy customers so they will buy the product or service
* Encourage customers to return
* Understand what motivates people and initiates action
* Solve problems immediately and effectively... and more!
Simply written, this program includes all necessary materials to create results-oriented, customized customer service training. A Trainer's Guide includes specific direction for administering the Customer Service Survey, which assesses individual strengths and weaknesses in three learning areas: understanding him or herself and others; planning for results; and product/service knowledge. The Guide also includes 12 prepared activities that correspond with the three learning areas. Using results from the survey, you choose activities that will help your group improve in its weaker areas. Each activity specifies goals, materials needed, time required, physical setting, and process (including questions to help you review what was learned and help people understand what can be applied to every day situations).
You will need to order a Participant Workbook for each person involved in the training. The Workbook includes a copy of the survey and participant materials for each activity.
Create great service that gets customers talking!
Book Description
A 22 assignment workbook for customer service people who interact with the public either in person or on the telephone to improve their ability to service their customers, handle conflict and improve customer loyalty and satisfaction.
Book Description
This book provides detailed lessons on how to use return policies, product warranties, and customer complaints to your advantage.
Customer Reviews:
Good Tips on Customer Service for Anyone in Sales.......2005-10-14
While Building a Continuing Relationship is tailored towards those in retail, anyone in outside sales can benefit from the book's tips in handling customer complaints.
The booklet's main theme is using the acronym "THANKS" in addressing customer complaints:
T - Thank the customer. By doing this, the customer is put at
ease and shows appreciation for his business.
H - Hearing the problem. Allow the customer to fully state the
and be prepared to be a good listener.
A - Apologize. By apoligizing for the customer being upset, you
are not accepting blame but instead are acknowledging the
customer's displeasure.
K - Know a solution. Find out what solution best satisfies the
customer.
S - Solve the problem. Resolve the complaint not to get rid of a
nuisance. Instead, take action to retain the loyalty and
trust of a valued customer.
In summary, a good and brief reminder of the importance of taking care of the customer in the sales process.
Average customer rating:
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Customer Communications 1999-2000 (Cim Workbook Series)
Gill Wood
Manufacturer: Butterworth-Heinemann
ProductGroup: Book
Binding: Paperback
 General
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Customer Service
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General
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Running Meetings & Presentations
| Skills
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ASIN: 0750643676 |
Average customer rating:
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Dream teams: How to delight customers while cutting costs and saving time : a workbook for managers, teams, and facilitators
Faith Ralston
Manufacturer: Quality Pub
ProductGroup: Book
Binding: Unknown Binding
Workplace
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| Business Ethics
| Consolidation & Merger
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| Distribution & Warehouse Management
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| Information Management
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| Pricing
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| Project Management
| Quality Control
| Risk Assessment
| Statistics
| Strategy & Competition
| Systems & Planning
| Systems Analysis
| Teams
| Total Quality Management
| Training
ASIN: 093001118X |
Average customer rating:
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Open-Economy Politics
Robert H. Bates
Manufacturer: Princeton University Press
ProductGroup: Book
Binding: Paperback
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The IMF and Economic Development
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Globalizing Capital
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Designing Social Inquiry
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Coffee, Society, and Power in Latin America (Johns Hopkins Studies in Atlantic History and Culture)
ASIN: 0691005192 |
Book Description
Coffee is traded in one of the few international markets ever subject to effective political regulation. In Open-Economy Politics, Robert Bates explores the origins, the operations, and the collapse of the International Coffee Organization, an international "government of coffee" that was formed in the 1960s. In so doing, he addresses key issues in international political economy and comparative politics, and analyzes the creation of political institutions and their impact on markets. Drawing upon field work in East Africa, Colombia, and Brazil, Bates explores the domestic sources of international politics within a unique theoretical framework that blends game theoretic and more established approaches to the study of politics.
The book will appeal to those interested in international political economy, comparative politics, and the political economy of development, especially in Latin America and Africa, and to readers wanting to learn more about the economic and political realities that underlie the coffee market. It is also must reading for those interested in "the new institutionalism" and modern political economy.
Average customer rating:
- A very strong critique/interesting recommendations.
- Primer on Key Issues for Next and Future Elections
|
A Sustainable Economy for the 21st Century (Open Media Pamphlet Series, 7)
Juliet Schor
Manufacturer: Seven Stories Press
ProductGroup: Book
Binding: Paperback
Policy & Current Events
| Popular Economics
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General
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Sustainable Development
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ASIN: 1888363754 |
Download Description
Juliet Schor examines how Americans can begin to make the shift away from resource destructive society to one that values quality of life, community, and environment above business and profit.
Customer Reviews:
A very strong critique/interesting recommendations........2002-04-21
This is a manifesto for a new sustainable economy. Like most of the Open Media Pamphlets, this work is cheap, short and to the point; as well as being very insightful and pertinent. Her critique of the global economy and social structure here at home are right on track. She gives a framework for some proposals for how to change our system. I do not find all of her every one of her proposals to be desirable, but do appreciate the spirit and breadth of her arguments. This is a much needed contribution to the burgeoning dialogue in progressive literature. The entire Open Media Pamphlet series is indispensible. You won't find a non-well argued book among them.
Primer on Key Issues for Next and Future Elections.......2002-03-28
I am just blown away by the quality and utility of the Open Media Pamphlet Series, which brings very high-value thinking to the people in a very low-cost and easy to understand format.
Juliet Schor, author of two books on related topics, and a lecturer at Harvard since 1984, does a lovely job, in 64 pages, of hitting on the key issues that voters must address as they move forward in taking back the power from political parties now held hostage by corporations.
Her reasoned and logical discussion of basic premises (sustainability, democractic control, egalitarianism), of key issues in the relations between workers and their corporate employers, of how to achieve environmental as well as social balance, and of the larger global issues including needed changes in federal law, provide the single best primer I have ever seen for anyone--at any level of understanding--who wishes to invest time in understanding what needs to be done to protect future generations who have no one to represent them other than the people.
Average customer rating:
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The Open Economy and its Enemies: Public Attitudes in East Asia and Eastern Europe
Jane Duckett , and
William L. Miller
Manufacturer: Cambridge University Press
ProductGroup: Book
Binding: Hardcover
Economic Policy & Development
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ASIN: 0521864062
Release Date: 2007-01-01 |
Book Description
There is a vigorous debate about the merits of globalisation for developing countries. Based on numerous focus-group discussions and over 10,000 interviews, this book studies economic and cultural openness from the perspective of the public in four developing or ‘transitional’ countries: Vietnam, (South) Korea, the Czech Republic and Ukraine (both before and after the Orange Revolution). It finds many supporters of opening up, but also many who are discontented with its downsides and who expect states to tackle the exploitation and unfairness that accompany it. Among the most fervent enemies of openness there is support not just for peaceful public protest to tackle the problems it brings, but for violence or sabotage. The methodology provides a unique opportunity for the public in developing countries to ‘speak with their own voices’ about markets and openness – and highlights the subtlety, ambiguity, tensions, conflicts and emotion that statistics alone fail to capture.
Average customer rating:
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Policymaking in the Open Economy: Concepts and Case Studies in Economic Performance (Edi Series in Economic Development)
Manufacturer: A World Bank Publication
ProductGroup: Book
Binding: Hardcover
Policy & Current Events
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Development & Growth
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ASIN: 0195208846 |
Book Description
In this ground-breaking, two-volume study of the adjustment of advanced welfare states to international economic pressures, leading scholars detail the wide variety of responses in twelve countries. Rejecting any notion of convergence to some kind of neo-liberal orthodoxy, they find that most countries have remained true to the basic features of their postwar model as they have liberalized. Moreover, within different welfare-state constellations, while some countries are still struggling to adjust, others have reached a new sustainable equilibrium. Volume I presents comparative analyses of differences in countries' vulnerabilities and capabilities, the effectiveness of their policy responses, and the role of values and discourse in the politics of adjustment. Volume II presents in-depth analyses of the experiences of Australia, Austria, Belgium, Denmark, France, Germany, Italy, the Netherlands, New Zealand, Sweden, Switzerland, and the United Kingdom as well as special studies in the participation of women in the labour market, early retirement, the liberalization of public services, and international tax competition.
Book Description
Asia-Pacific in the New World Order critically explores the notion that a distinctive regional power bloc is developing, linking countries bordering the Pacific, with East Asia at its core. This student-friendly volume sheds light on the complex interplay between global, regional and national forces which have transformed the Asia-Pacific arena into one of the most vibrant and economically successful regions in the world. Historical narratives alongside geopolitical and geoeconomic perspectives are deployed to examine the shifting pattern of power relations and security structures across the region, set within a wider world context. Key issues addressed include: the primary security problems of the region and how are they being resolved; the dynamic growth of the region, and particularly the rise of China as a challenge to existing structures of world order. The text has a strong interdisciplinary flavor drawing on analytical approaches from international relations, political economy and political geography literature. Authors have been drawn from the Asia-Pacific region and the UK and all are established scholars in their specialist fields.
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China Opens Its Doors
Jude Howell
Manufacturer: Prentice-Hall
ProductGroup: Book
Binding: Paperback
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ASIN: 0745012965 |
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The Economics and Politics of Transition to an Open Market Economy: Colombia (Development Centre Studies)
Sebastian Edwards
Manufacturer: Not Avail
ProductGroup: Book
Binding: Paperback
Policy & Current Events
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ASIN: 9264195238 |
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The Economics and Politics of Transition to an Open Market Economy: Egypt (Development Centre Studies)
Dieter Weiss , and
Ulrich Wurzel
Manufacturer: OECD
ProductGroup: Book
Binding: Paperback
Policy & Current Events
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ASIN: 9264161244 |
Book Description
Egypt is lagging behind other countries in the Mediterranean region in reforming its economy. This book explains why. The authors contend that the Egyptian political system, based to a large extent on discrete patronage and dominated by powerful interest groups was inherently resistant to reform. In addition, the country's strategic position in Middle Eastern politics provided the environment for aid flows which mitigated the need for change by creating an illusion of economic wellbeing. Egypt has thus been protected from the pressure of the international market system. Yet, argues this study, such pressure is the only effective stimulus to fundamental reform.
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