managing and coaching your customer service team
Coaching and Training Your Work Team FIFTH EDITION potx
Ngày tải lên :
31/03/2014, 15:21
... are the three golden rules of coaching?
Session C
80
15 mins
87
Reflect and review
1 Reflect and review
Now that you have completed Coaching and Training Your Work Team, let’s
review the workbook ... to your team and supporting
them throughout the learning process.
If your work team is to be fully effective you, as a first line manager, cannot
ignore the fact that training must be one of your ... study at your own pace to fit around your professional
and other commitments. You don’t need a PC or to attend classes at a specific
time – choose when and where to study to suit yourself! And you...
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Customer Service - Principles of Service Marketing and Management - C Lovelock & L Wright
Ngày tải lên :
07/02/2013, 09:52
... bought
and sold, but which cannot be dropped on your foot."
32 PART ONE ã UNDERSTANDING SERVICES
Extent to which Demand and Supply Are in Balance Some service industries
face steady demand ... of services
and to study the marketing, operations, and human resource challenges that they raise.
CHAPTER TWO ã UNDERSTANDING SERVICE PROCESSES 31
Customization versus Standardization Services ...
meet each customer& apos;s specific
needs and preferences.
standardization: reducing
variation in service opera-
tions and delivery.
Nature of the Relationship with Customers Some services...
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- 1.2K
- 6
Managing and Practicing OD in an IT Environment - A Structured Approach to Developing IT Project Teams
Ngày tải lên :
24/10/2013, 08:20
... involving the team, ascertaining that the project is a good
strategic fit and that the expectations of the team are reasonable, and
saving considerable trouble in having a thinly stretched team and a ... shared among all members of the IT project team and its
customers. The charter establishes the definition of quality for all involved, and
Managing and Practicing OD in an IT Environment 261
Copyright ... the OD practitioner and IT project team have reached the process
level and begun mutually deciding what to work on and how to do it, the
IT Project Success Funnel and Burke’s teambuilding model...
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6 Steps to Building and Managing A Successful Social Media Marketing Team potx
Ngày tải lên :
25/03/2014, 14:22
... predict and control than tradional media. How will your team handle
worst case scenarios, such as customers who post negave or profane content on your site, security breaches,
errors in your ... upcoming projects and user response to past projects
ã A set beginning and end date for your strategy, aer which your team will evaluate ROI and make any necessary
changes to workow and calendar ... the nuts and bolts of content creaon.
5. How should our team produce content?
Your team must develop a workow process that allows your
team to sck to its goals, create great content and measure...
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Thảo luận tiếng anh: Provide stages in developing and launching the products and suggest some solution to make your products always your customer’s wants.
Ngày tải lên :
20/06/2014, 16:07
... issues
Work with your existing team members to brainstorm product issues. Your
sales and service staff speak to your customers daily, hearing feedback about
your products and the customers' ... from your market and customers.
-Review your quality assurance (QA) processes
Note any issues in your products and identify potential ideas for addressing
gaps in quality.
-Review your customer ... weaknesses in your existing product range, and look for
areas where improvement is most needed. Learn about managing customer
complaints.
-Review your research
Review your customer research and market...
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- 9K
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Customer Service Principles of Service Marketing and Management_3 ppt
Ngày tải lên :
21/06/2014, 04:20
... nature of the customer experience.
In all types of services, understanding and managing service encounters between cus-
tomers and service personnel are central to creating satisfied customers who ... "Self -Service and Technology:
Unanticipated and Unintended Effects on Customer Relationships," in Handbook of Service
Marketing and Management, ed. Teresa A. Schwartz and Dawn Iacobucci (Thousand ... processes for many services are
complex, service managers need to understand how customers view the service offering
and to explore the factors that determine customer expectations and satisfaction....
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Customer Service Principles of Service Marketing and Management_5 pptx
Ngày tải lên :
21/06/2014, 04:20
... element of the service.
2. Guarantees set clear standards, telling customers and employees alike what the
company stands for. Compensating customers for poor service causes managers
Four Service ... THE SERVICE CUSTOMER
Service Recovery Following Customer Complaints
Service recovery plays a crucial role in restoring customer satisfaction following a ser-
vice failure and retaining a customer& apos;s ... L. Ostrom and Christopher Hart, " ;Service Guarantees: Research and Practice," in
Teresa A. Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Management,
(Thousand Oaks,...
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Customer Service Principles of Service Marketing and Management_6 pptx
Ngày tải lên :
21/06/2014, 04:20
...
exceeds customer expectations. These actions include recording reservations, handling
customers' coats, delivery and preparation of food, maintenance of facilities and equip-
ment, training and ... vary widely between customers, and even for the
same customer depending on the situation. How customers feel about the net value of
a service may be sharply different post-use and pre-use, reflecting ... qual-
ities of many services. When customers use a service and find that it has cost more and
delivered fewer benefits than expected, they are unlikely to repurchase it and may com-
plain about...
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Customer Service Principles of Service Marketing and Management_7 doc
Ngày tải lên :
21/06/2014, 04:20
... telemarket-
ing, customer training, customer service, and word of mouth.
Personal Selling Interpersonal encounters in which efforts are made to educate
customers and promote preference for a particular brand ... education, and consultation. Examples of
account management for individual consumers can be found in insurance, investment
management, and medical services.
Customer Service Employees in customer service ... the Service Offering," in Teresa A. Schwartz and Dawn Iacobucci,
Handbook of Service Marketing and Management (Thousand Oaks, CA: Sage Publications,
2000), 191-200.
3. Leonard L. Berry and...
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Customer Service Principles of Service Marketing and Management_8 doc
Ngày tải lên :
21/06/2014, 04:20
... customers very high standards of service and luxury. At the same time, the New
Grand would need to increase its prices to recover the costs of renovations, new con-
struction, and enhanced service ... Service (NewYork:The Free Press, 1995), 62-63.
6. Graham Clark, Robert Johnston, and Michael Shulver, "Exploiting the Service Concept
for Service Design and Development," in New Service ... THREE . SERVICE MARKETING STRATEGY
The Power of Service Brands
brand: a name, phrase,
design, symbol, or some
combination of these
elements that identifies a
company's services and
differentiates...
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Customer Service Principles of Service Marketing and Management_9 pptx
Ngày tải lên :
21/06/2014, 04:20
... shows, customer
FIGURE 12.7
Benefits of Customer
Satisfaction and Service
Quality
Source: C. H. Lovelock, P. G. Patterson, and R. H. Walker, Services Marketing: Australia and New Zealand (Sydney: ... battles, and even reproductions of
Venice and its canals.
Servicescape Design
The term servicescape describes the style and appearance of the physical surroundings
where customers and service ... productivity
and quality in a service context
=^> understand the relationship between
customer expectations, service
quality and customer satisfaction
=£> explain the gaps model of service...
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Customer Service Principles of Service Marketing and Management_2 docx
Ngày tải lên :
21/06/2014, 13:20
... nature of the customer experience.
In all types of services, understanding and managing service encounters between cus-
tomers and service personnel are central to creating satisfied customers who ...
and adequate service levels.
8
The model shown in Figure 4.2 shows how expectations
for desired service and adequate service are formed.
Desired and Adequate Service Levels The type of service ... THE SERVICE CUSTOMER
TABLE 3.3
Levels of Customer
Participation Across
Different Services
Low (Customer Presence Moderate (Customer Inputs
Required During Service Delivery) Required for Service...
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