Service Management Course
| Author | : Sasser |
| Publisher | : Simon and Schuster |
| Total Pages | : 644 |
| Release | : 1991 |
| Genre | : Service industries |
| ISBN | : 0029140927 |
Service Management Course
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ITIL Foundation, ITIL
| Author | : The Stationery Office |
| Publisher | : Stationery Office Books (TSO) |
| Total Pages | : 0 |
| Release | : 2019 |
| Genre | : IT-infrastruktur |
| ISBN | : 9780113316076 |
ITIL is a widely adopted body of knowledge and best practices for successful IT Service Management that links with training and certification. ITIL 4 has evolved from the current version by re-shaping much of the established ITSM practices in the wider context of customer experience; value streams and digital transformation; as well as embracing new ways of working, such as Lean, Agile, and DevOps. ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services. "ITIL Foundation" is the first ITIL 4 publication and the latest evolution of the most widely-adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice. The guidance provided in this publication can be adopted and adapted for all types of organizations and services. To show how the concepts of ITIL can be practically applied to an organization's activities, ITIL Foundation follows the exploits of a fictional company on its ITIL journey.
Automotive Service Management
| Author | : Andrew Rezin |
| Publisher | : Prentice Hall |
| Total Pages | : 0 |
| Release | : 2013 |
| Genre | : Automobile repair shops |
| ISBN | : 9780132725408 |
Automotive Service Management: Principles into Practice, Second Edition, provides coverage across a wide range of topics that are critically important in the fast-paced, complex world of automotive service management. Exploring over 30 different topics, the text's conversational tone and real-life examples help reinforce key points and concepts. Designed for those in training to enter the automotive service industry, this text also provides sufficient depth and breadth of content to be a valuable resource to support continuing development for industry service professionals.
Customer Service Training 101
| Author | : Renee Evenson |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 239 |
| Release | : 2011 |
| Genre | : Business & Economics |
| ISBN | : 0814416411 |
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Service Management For Dummies
| Author | : Judith S. Hurwitz |
| Publisher | : John Wiley & Sons |
| Total Pages | : 338 |
| Release | : 2009-05-11 |
| Genre | : Computers |
| ISBN | : 0470529083 |
A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma
Service Management
| Author | : James A. Fitzsimmons |
| Publisher | : Irwin/McGraw-Hill |
| Total Pages | : 576 |
| Release | : 2004 |
| Genre | : Business & Economics |
| ISBN | : 9780072823738 |
Customer Service Management Training 101
| Author | : Renee Evenson |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 225 |
| Release | : 2011 |
| Genre | : Business & Economics |
| ISBN | : 0814417159 |
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
Service Management and Marketing
| Author | : Christian Gronroos |
| Publisher | : John Wiley & Sons |
| Total Pages | : 0 |
| Release | : 2016-01-26 |
| Genre | : Business & Economics |
| ISBN | : 9781118921449 |
Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers. With a wide base of examples, Christian Grönroos draws on decades of experience to explain how to manage any organization as a service business and move closer to current and future customers. Service logic and service management are all about customer-focused outside-in management, using current academic research and business practice to make organizations more successful in the service-based economy. The author has created a unique set of YouTube video lectures, one per chapter, to enhance the chapter topics and further bring the concepts to life: https://www.youtube.com/watch?v=Ok5aU-aB3VI&list=PLGI2ZA6GM9FsuxR0RV9VATJjLfPEzQVh-
New Service Development
| Author | : James A. Fitzsimmons |
| Publisher | : SAGE |
| Total Pages | : 348 |
| Release | : 2000 |
| Genre | : Business & Economics |
| ISBN | : 9780761917427 |
This text addresses the issues of how to develop new service products - where the concept of service has moved from transaction to experience. The authors draw upon the expertise of internationally recognised authors.
