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  • 1
    Language: English
    Pages: 1 online resource (1 v.) , ill.
    Parallel Title: Erscheint auch als
    Keywords: Customer services ; Customer relations ; Employees ; Training of ; Electronic books ; Business management ; Electronic books ; local
    Abstract: Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as: • Company culture doesn't always support service excellence • Over-emphasis on cost reduction often increases the cost of service • Employees are torn between doing the right thing for the customer and following policy • Poor products and services can make helping the customer nearly impossible • Employees' interests often don't align with company goals Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.
    Note: Includes bibliographical references and index. - Description based on print version record
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  • 2
    Online Resource
    Online Resource
    New York : McGraw-Hill
    ISBN: 9780071797542 , 0071797548
    Language: English
    Pages: 1 online resource (1 v.) , ill.
    Edition: 2nd ed.
    Keywords: Process control ; Statistical methods ; Six sigma (Quality control standard) ; Statistics ; Data processing ; Electronic books ; Business management ; Electronic books ; local
    Abstract: A PLAIN ENGLISH GUIDE TO SOLVING REAL-WORLD PROBLEMS WITH SIX SIGMA Six Sigma is one of the most effective strategies for improving processes, creating better products, and boosting customer satisfaction, but business leaders often balk at its reputation for being too complex. Don't fall into that trap. Six Sigma is simple to understand and implement--if you have Statistics for Six Sigma Made Easy! Warren Brussee has helped businesses save millions of dollars with Six Sigma, and he explains how you can achieve similar results in this step-by-step guide. He presents a thorough overview of the Six Sigma methodology and techniques for successful implementation, as well as a clear explanation of DMAIC--the problem-solving method used by Six Sigma Greenbelts. Statistics for Six Sigma Made Easy! provides: A simplified form of the most common Six Sigma tools All the basic Six Sigma formulas and tables Dozens of Six Sigma statistical problem-solving case studies A matrix for finding the right statistical tool to meet your needs Basic Greenbelt training in one concise reference Best of all, no background in statistics is required--you can start improving quality and initiating costsaving improvements right away. Statistics for Six Sigma Made Easy! is the only reference you need to facilitate real-world application of Six Sigma tools.
    Note: Previous ed.: 2004. - Includes bibliographical references and index. - Description based on online resource; title from PDF title page (Safari, viewed Nov. 7, 2012)
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