Customer Service Intelligence

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Customer Service Intelligence

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Author : Merilynn Van Der Wagen
language : en
Publisher: Routledge
Release Date : 2007-11-02

Customer Service Intelligence written by Merilynn Van Der Wagen and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-11-02 with Business & Economics categories.

Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer’s toolkit. Concepts such as: • emotional intelligence • behaviour modification • role modelling • dimensions of procedure and conviviality • expectancy theory • socio-cultural concepts of (service) community • customer service as dynamic 'object' in activity theory • Zen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies.

Service Intelligence

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Author : Sharon Taylor
language : en
Publisher: Prentice Hall
Release Date : 2012

Service Intelligence written by Sharon Taylor and has been published by Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.

Get the Right IT Services, on the Right terms, Without Hassles or Overpaying To gain the full benefits of technology--and avoid the staggering costs of technology failure--you must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it. You'll learn how to ensure service quality, anticipate vulnerabilities, improve reliability, and link IT directly to business performance. Taylor explains ITSM from a true business point of view, cutting through jargon and helping you drive value without becoming overly technical. She gives you powerful tools for negotiating IT services more effectively, improving IT ROI, and escaping "captivity" to either internal or external IT providers. Coverage includes * Recognizing what excellent IT service looks like and assessing what you're getting now * Selecting the best IT service providers and services for your needs * Spotting and rectifying trouble with internal or external supplier relationships * Making sure you don't pay for services you don't need * Negotiating services, requirements, levels, price, quality, and delivery * Leveraging ITSM practices without losing focus on the business * Creating business-focused service reports and scorecards that focus on what matters most

The Customer Service Solution Managing Emotions Trust And Control To Win Your Customer S Business

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Author : Sriram Dasu
language : en
Publisher: McGraw Hill Professional
Release Date : 2013-07-17

The Customer Service Solution Managing Emotions Trust And Control To Win Your Customer S Business written by Sriram Dasu and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-17 with Business & Economics categories.

Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express

Successful Business Intelligence Secrets To Making Bi A Killer App

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Author : Cindi Howson
language : en
Publisher: McGraw Hill Professional
Release Date : 2007-12-17

Successful Business Intelligence Secrets To Making Bi A Killer App written by Cindi Howson and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-12-17 with Computers categories.

Praise for Successful Business Intelligence "If you want to be an analytical competitor, you've got to go well beyond business intelligence technology. Cindi Howson has wrapped up the needed advice on technology, organization, strategy, and even culture in a neat package. It's required reading for quantitatively oriented strategists and the technologists who support them." --Thomas H. Davenport, President's Distinguished Professor, Babson College and co-author, Competing on Analytics "When used strategically, business intelligence can help companies transform their organization to be more agile, more competitive, and more profitable. Successful Business Intelligence offers valuable guidance for companies looking to embark upon their first BI project as well as those hoping to maximize their current deployments." --John Schwarz, CEO, Business Objects "A thoughtful, clearly written, and carefully researched examination of all facets of business intelligence that your organization needs to know to run its business more intelligently and exploit information to its fullest extent." --Wayne Eckerson, Director, TDWI Research "Using real-world examples, Cindi Howson shows you how to use business intelligence to improve the performance, and the quality, of your company." --Bill Baker, Distinguished Engineer & GM, Business Intelligence Applications, Microsoft Corporation "This book outlines the key steps to make BI an integral part of your company's culture and demonstrates how your company can use BI as a competitive differentiator." --Robert VanHees, CFO, Corporate Express "Given the trend to expand the business analytics user base, organizations are faced with a number of challenges that affect the success rate of these projects. This insightful book provides practical advice on improving that success rate." --Dan Vesset, Vice President, Business Analytics Solution Research, IDC

Successful Business Intelligence Second Edition

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Author : Cindi Howson
language : en
Publisher: McGraw Hill Professional
Release Date : 2013-11-05

Successful Business Intelligence Second Edition written by Cindi Howson and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-11-05 with Business & Economics categories.

Expanded to cover the latest in business intelligence-big data, cloud, mobile, visual data discovery, and in-memory, this fully updated bestseller by BI guru Cindi Howson provides the most modern techniques to exploit BI for the highest ROI.

Intelligence In Services And Networks

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Author :
language : en
Publisher:
Release Date : 1998

Intelligence In Services And Networks written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Asynchronous transfer mode categories.

Quirk S Marketing Research Review

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Author :
language : en
Publisher:
Release Date : 2008

Quirk S Marketing Research Review written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Marketing research categories.

Competency Emotional Intelligence Quarterly

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Author :
language : en
Publisher:
Release Date : 2000

Competency Emotional Intelligence Quarterly written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Achievement motivation categories.

Illinois Services Directory

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Author :
language : en
Publisher:
Release Date : 2009

Illinois Services Directory written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Industries categories.

Software Agents And Soft Computing Towards Enhancing Machine Intelligence

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Author : Hyacinth S. Nwana
language : en
Publisher: Lecture Notes in Artificial Intelligence
Release Date : 1997-01-22

Software Agents And Soft Computing Towards Enhancing Machine Intelligence written by Hyacinth S. Nwana and has been published by Lecture Notes in Artificial Intelligence this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-01-22 with Business & Economics categories.

This carefully arranged book is mainly based on work done by the Intelligent Systems Research Group at BT Laboratories, essentially in cooperation with internationally leading scientists from outside BT. It opens with a detailed introduction surveying the area and putting the work presented in context. Conceptual issues surrounding intelligent agents and multi-agent systems are investigated and the practical and industrial applicability of this exciting new technology is demonstrated. One section is devoted to the rationale, philosophy, and techniques of the emerging area of soft computing. The final section outlines the broader context in dealing with machine intelligence in general and intelligent software systems in particular.