The book includes exercises and activities to help you understand what is important to you in a job and how to attain your career goals. By reading this book, you’ll be able to assess the advantages and disadvantages of different career paths and set clear career development goals.
Well-being in the Workplace – A guide to resilience for individuals and teams is aimed at managers who need to build resilience in both themselves and their team and improve their own and others’ well-being. Managers, team leaders, those in HR roles, and employees looking to adapt to new ways of working will find this book invaluable.
This book will help managers and team members alike who are about to or have already started working remotely. It will enable managers to comprehend the challenges of managing remote workers and put strategies in place to overcome these, and will advise employees how to approach their work when doing so remotely.
Today's consumers are sophisticated, well informed and have high expectations of the services they want to receive. They want greater choice, speed of service, convenience and will not be "sold to" or manipulated. Companies that do not face up to these changes will lose market share.
This fully updated sixth edition of Customer Care Excellence recognizes these trends and demonstrates in a clear, practical way how to develop and sustain a customer-service focus. The book places great emphasis on the strategic aspects of customer care - gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service - ensuring successful results. It explains how to exceed customer expectations at the front line, creating a memorable customer experience and encouraging an emotional connection with the brand.
This edition also includes:
investigation into the effects of blogging and social networking on customer behaviour
new material on employee training methods, covering the use of podcasts, webcasts and videos
additional information on how employee engagement leads to customer engagement
updated international case studies, plus new examples from Virgin, Aviva and eBay
This fully updated edition is essential reading for all those in business looking to improve their customer care, and consequently improve profits, employee morale, standing and reputation.
