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The Crisp Approach to Money Management Using Excel (Crisp Computer)
L. Louise Van Osdol
Manufacturer: Crisp Learning
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Binding: Paperback
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ASIN: 1560522771 |
Amazon.com
People always remember the times they encounter great service, as well as those encounters that aren't especially pleasant. In Monitoring, Measuring & Managing Customer Service, Fortune 500 consultant Gary Goodman offers advice for ensuring customers recall the former rather than the latter when they think of your company. "Excellence in customer service doesn't come about accidentally," he writes at the outset. He then outlines the basic ingredients that make it an "everyday experience" over the telephone or in person--factors such as an eagerness to solve problems, delivery of performance or satisfaction guarantees, and presentation of unexpected extras. Goodman spells out specific ways to foster such proactive behavior among your work force, along with practical methods that measure their effectiveness. His tips include explicit suggestions for improving communication (i.e., have voice tones crest rather than decline, make sure pronunciation is clear, use "active listening" techniques); checking up on employee conduct (through techniques like customer surveys and direct observation, with the pros and cons of each process examined); and gauging the ultimate effectiveness of these efforts (through detailed assessment procedures for employees, team leaders, and managers). --Howard Rothman
Book Description
Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies.
Customer Reviews:
Monitoring and evaluating Customer Service in detail!.......2003-03-31
At a Call Center environment the Customers Service Representatives (CSR) are measured thru two main factors: Productivity and Quality. This books relates about CSR Quality and how to measure it. Mr. Berry's teach the reader what's the meaning of each evaluated aspect, like: Pitch, professionalism, courtesy, empathy and much more. When you give feedback to a CSR the most important is define with precision the boundaries of these factors.
When I was a newcomer in Call Centres Quality Assurance, this book was like an angel and I could established a QA Evaluating Form since the first read pages. This is not a theory book this is a very practical one!
Even though this is a must-consult book, I highly recommend it to Quality Managers and Analyst who are starting their careers in a Call Center and have to face a CSR for coaching purposes. For those who are pro's this book must be in their "favourites always consulted" bookshelves.
Best Customer Service Management Books I have EVER Read!.......2000-07-20
I have read a lot of books on Management, Customer Service and Call Center Management. This is by far the best.
This book gives step by step easy to follow instructions on how to hire the right people and create an excellent training program. The sections on monitoring and measuring service will help you take the mystery out of getting tangible data to evaluate your team.
If you want to know that your customer's are satisfied at the end of every call read this book!
Focused specifically on call center management.......2000-06-21
Goodman's book provides a wealth of information for managing a customer service call center. While some of the content may be transferable to other customer service settings, the majority of the book is directed soley at call center issues, such as telephone skills, call monitoring, etc. I would recommend the book only if you are managing a customer service call center.
Book Description
This text provides a survey of the most innovative techniques and methods for managing operations in services and manufacturing. It presents all concepts with a real-world perspective based on the extensive global consulting work of the lead author, Dick Schonberger. This text is unique due to its customer-focused approach. Using the authors 15 principles as a framework for organizing the text This text stresses teamwork, quality, and customer service in both manufacturing and services, as well as traditional topics such as product and service design, purchasing, inventory, location and layout, and scheduling are also included. Quantitative coverage is de-emphasized.
Customer Reviews:
The best general undergraduate treatment of operations management-4.5 stars.......2006-01-26
Knod and Schonberger have written the best general text available on production/operations management at the undergraduate level.The text has very good chapters on Capacity Planning(aggregate capacity planning),Scheduling,Design(reliability and serviceability),Quality and process control(especially pp.318-322 on mean and range charts and pp.327-330 on process capability analysis),Inventory control,Timing(waiting lines and queues),and PERT.A minor weakness is that a discussion of the use of the Beta distribution in PERT analysis is omitted from the book.Anyone who covers this book throughly will be very well prepared to take senior level undergraduate courses and graduate level courses in operations management.
Mixed - good survey and quan, weaker on soft subjects.......1999-01-06
Fairly good survey book. Having an undergrad operations background, I found this book mirrored the strengths and weaknesses of a more detailed operations curriculum. Book is best in framework and quantitative model overviews, weaker on softer subjects like staffing, project management, & holistic quality.
Highly over-rated . Full of fluff.......1997-10-22
If your MBA professor offers Schonberger as the answer to 21st Century Operations Management, seek a transfer quick. Obsessed with a touchy-feeling "quality paradigm", there is not enough meat here to frighten off the most zealous vegetarian. The chapters on "managing projects" and "facilities management" are especially shallow.
Book Description
Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments.
Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management.
The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Customer Reviews:
Still highly relevant today.......2005-03-11
Managing Customer Value presents a simple yet powerful method to determine where your product falls relative to the competition with respect to quality and value. This exercise alone will most likely be an eye opener for any business. The book then provides the necessary steps that must be taken to shift the location of a product on the quality/value curve. Managing Customer Value is still highly relevant and best of all it is not that difficult to put into practice.
If you need tools..........2002-06-24
Dr. Bradley Gale is one of the world's leading authorities on the process of Value Mapping. Value Mapping is the technique of turning customer feedback from customers into powerful management tools that point the way to improve profits. Value Mapping is an excellent approach for industrial marketers to include in their arsenal of analytical tools. This book is filled with examples and framework templates that show you how to do it. The key for those of us in industrial marketing is getting the customer data. It's usually more difficult in industry, and there is often low or no funding available for market research. Once your company decides to stop "flying blind" this book can be exceedingly valuable as a handbook that covers to do with the information.
Prentis Hall
President
The Industrial Marketing Practice Association...
Practical and Useful.......2000-05-28
This book has much to recommend it - readable yet with somewhat of a quantitative approach to finding better ways to deliver value to customers.
Its' real worth is that it takes a view that requires the inclusion of the needs of the customer in the process of strategy development.
Too many books describe a process to improve the product or the supply chain without asking the most critical question - will anyone actually pay us for making these changes ?
If it has a (slight) shortfall, the book does not apply the same detail to integrating the needs of the customer to the decision making process. However, this is overcome by the sound way in which Gale seeks to assist us in finding ways to drive value for the customer.
Worth the investment - it does require some effort to read, but most worthwhile books are like that.
Book Description
Determine what customers really want, how to meet those needs and measure your service.
Book Description
Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.
Book Description
QoS (Quality of Service) and Network Management are old topics. However, the fusion of IP style multimedia and wireless networks (3G) means that network managers who might previously have dealt with one or the other, must now manage and provide service guarantees for the both. This is where Managing Service Level Quality across Wireless and Fixed Networks steps in...
It begins by examining the mechanisms that already existed in fixed IP data networks prior to the introduction of probe and agent technology. A look at these later developments is then supplemented with a real-world scenario of how real time application performance monitoring can not only provide service level management but can also aid in root cause analysis.
This same model is then applied to a wireless environment examining which elements are required to be able to deliver multimedia services across 2nd and 3rd generation mobile networks, detailing the components of data networking that will assist in guaranteeing service level performance and the constraints placed on those guarantees when passing services over an air interface to a wireless-enabled device.
It asks a simple question: will multimedia applications and the guaranteed levels of service required by them work when traversing from fixed to wireless networks?
It tracks QoS components and mechanisms of both environments and looks at what will provide the glue in this brave new converged world and also provides empirical data to back up the conclusions drawn.
- First book available which applies QoS techniques and technologies to wireless/mobile networks 3G/UMTS
- Deals with the search for the real time information that constitutes the "customer experience" in terms of application performance so that service levels can be verified against measurable and relevant data in a true end-to-end manner across both fixed and wireless networks
- Presents probe and agent technology
- Features a real-world scenario of how real time application performance monitoring can not only provide service level management but can also aid in root cause analysis - this will be of particular interest to practitioner
- Analyses which elements are required in order to deliver multimedia services across 2nd and 3rd generation mobile networks
- Details the components of data networking that will assist in guaranteeing service level performance
Essential reading for Wireless and IP data network professionals/practitioners, network managers and architects, technical consultants, quality assessment engineers, infrastructure vendors, application developers, portal designers, wireline operators, lecturers, postgraduates, senior undergraduate students and industry trainees.
Download Description
UMTS as a technology allows for exciting new applications of some of the best ideas of services in the fixed telecoms, cellular/mobile telecoms, and internet environments, with many revolutionary new possibilities which simply do not exist in the current media and communications vehicles.The current worldwide interest in UMTS/3G is driven partly by the iminent roll-out of the new infrastructure during 2002/3. The general consensus in the telecoms industry is that that services will be driving this new UMTS/3G industry, and with no historical reference points, a large worldwide demand exists for this type of book. m-Profits: Making Money from 3G Servives will discuss 3G services from the view of what is needed for the service to provide value to the user, which technical features of the 3G network will be used, what is the value proposition for the user, how will money be made out of delivering the service, and discussions on how revenue sharing propositions might work to benefit content providers and network operators.
- Addresses subject from the viewpoints of network operator, virtual operator, service provider, content provider, and end-user
- Explains how will money be made out of delivering 3G services
- Covers the key issues of revenue sharing and competition
- Includes 12 service vignettes
Essential reading for mobile operators dealing with marketing, product development, 3G people, content providers, business Development, mobile Services people, consultants, bankers and media professionals.
Customer Reviews:
Excellent Insights.......2003-02-19
Tomi Ahnonen provides an excellent collection of thoughts and ideas to monetize 3G. Even though the telecom industry is struggling, 3G is going to happen. This is a must read for the planners at wireless carriers to chart out a plan for rolling out 3G services. Application developers will have a better appreciation of the value chain and how they fit in to the bigger picture. Coverage of topics is pretty good as well. I hope author maintains a website to update information in the book as things are bound to change and new strategies likely to emerge. In anycase, if you are someone who has anything to do with 3G, I would recommend the book. Thanks.
Average customer rating:
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Managing Service Quality (Series on Quality Management in Services)
Manufacturer: Sage Publications Ltd
ProductGroup: Book
Binding: Hardcover
General
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Service
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| Management & Leadership
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Total Quality Management
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ASIN: 1853963623 |
Book Description
This book contains a variety of theory-based and practice-driven approaches for improving service quality.
Among these approaches are: the notion that `core service can only lead to customer evaluations ranging from `neutral' to `dissatisfied'. The book also includes practical information on measurement instruments for service quality in railway services, tourism, universities, advertising agencies and accountants; and methods for providing help and support for managers who want to measure service quality in their own organizations. It advocates that service processes and immediate campaign results of advertising agencies are the most important drivers for quality perception of business customers throughout the whole business relationship.
Other approaches discussed are hands-on instruments for business-to-business market research such as the customer value workshop for identifying the key customer values and a new self-organizing approach to service planning.
Average customer rating:
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Managing Customer Value: Essentials of Product Quality, Customer Service, and Price Decisions
Bill Dodds
Manufacturer: University Press of America
ProductGroup: Book
Binding: Paperback
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ASIN: 0761826319 |
Book Description
Providing the right combination of product quality, customer service and price is good business. Unless a business does something that creates value for their customer, then the chances of business success are nil.
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