Book Description
A #1 training and reference resources for companies nationwide, this informative guide provides users with (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies which lead to the successful implementation of customer service. Goes beyond providing reasons why customer service is important by defining proven methods for creating an environment that achieves excellence in customer service. Discusses such current issues as the rapid integration of technology and the multi-cultural marketplace, and emphasizes critical areas of skill-building essential to success, i.e., problem-solving and decision making, time management, human relations, leadership, and technology training. Discusses the changing marketplace; understanding the customer of the 21st century; embracing new technologies; call centers; customer service over the Internet; and enhancing service experiences and building customer loyalty. Offers new sections on reputation management, ethics in customer service, and understanding churn, and includes a perforated “Redi-reference card” at the end of the book containing highlights, key terms, and selected chapter illustrations. For customer service providers, business administrators, and marketing professionals.
Customer Reviews:
Even for those who don't like to learn about customer sevice.......1999-12-08
i may sound a bit biased since she was my professor in college, but i thought this was one of the best textbooks that i have ever had! i am not going to sell it back 'cause i know it will come in handy in the future. i liked the fact that i wasn't being told that the "customer is always right" the entire book. instead i learned how to deal with the most difficult of customers! i have reccomended it to my boss and she will use it in training of new employees!
Product Description
Includes Excel diskette for the simulation of the sales and requirements forecasting under different conditions.
Book Description
Recovering critical Customer situations is a repeatable process. This guide defines how to recover the "Customer" as well as how to incorporate the recovery mechanism into an existing business culture.
Customer Reviews:
Consistent Practices Need in the Industry.......2006-08-26
Ken has done a great job in taking an important process of any customer service organization and giving it structure and repeatbility! Doing customer recovery well is critical to driving customer loyalty and advocacy.
Thanks Ken!
Book Description
This book explores the politics of fiscal authority, focusing on the centralization of taxation in Latin America during the twentieth century. The book studies this issue in great detail for the case of Mexico. The political (and fiscal) fragmentation associated with civil war at the beginning of the century was eventually transformed into a highly centralized regime. The analysis shows that fiscal centralization can best be studied as the consequence of a bargain struck between self-interested regional and national politicians. Fiscal centralization was more extreme in Mexico than in most other places in the world, but the challenges and problems tackled by Mexican politicians were not unique. The book thus analyzes fiscal centralization and the origins of intergovernmental financial transfers in the other Latin American federal regimes, Argentina, Brazil, and Venezuela. The analysis sheds light on the factors that explain the consolidation of tax authority in developing countries.
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Handbook of Fiscal Federalism
Manufacturer: Edward Elgar Publishing
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Binding: Hardcover
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ASIN: 184542008X |
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Fiscal Decentralization and the Challenge of Hard Budget Constraints
Manufacturer: The MIT Press
ProductGroup: Book
Binding: Hardcover
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Fiscal Federalism in Theory & Practice
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Hamilton's Paradox: The Promise and Peril of Fiscal Federalism (Cambridge Studies in Comparative Politics)
ASIN: 0262182297 |
Book Description
In many parts of the world, lower levels of government are taking over responsibilities from national authorities. This often leads to difficulty in maintaining fiscal discipline. So-called soft budget constraints allow these subnational governments to expand expenditures without facing the full cost. Until now, however, there has been little understanding of how decentralization leads to large fiscal deficits and macroeconomic instability.
This book, based on a research project at the World Bank, develops an analytical framework for considering the issues related to soft budget constraints, including the institutions, history, and policies that drive expectations for bailouts among subnational governments. It examines fiscal, financial, political, and land market mechanisms for subnational discipline in Argentina, Brazil, Canada, China, Germany, Hungary, India, Norway, South Africa, Ukraine, and the United States.
The book concludes that the dichotomy between market and hierarchical mechanisms is false. Most countries--and virtually all developing countries--must rely on market mechanisms as well as hierarchical constraints to maintain fiscal discipline. When bailouts cannot be avoided, they present important opportunities to reform underlying institutions. Successful market discipline--where voluntary lenders perform important monitoring functions--is most likely to emerge from a gradual process that begins with carefully crafted rules and oversight.
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Fiscal Federalism in Latin America: From Entitlements to Market (Inter-American Development Bank)
Eduardo Wiesner
Manufacturer: Inter-American Development Bank
ProductGroup: Book
Binding: Paperback
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Fiscal Federalism in Theory & Practice
ASIN: 1931003483 |
Book Description
Fiscal and political decentralization have transformed several Latin American countries over the past two decades, but the transformation has hardly been smooth. At times, unbridled expansion of unconditional transfers has led to macroeconomic instability and principal-agent problems have made public sector management cumbersome. Most worrisome, despite a consensus that decentralization can strengthen public sector performance, social development and democracy, its results have not matched expectations.
Fiscal Federalism in Latin America: From Entitlements to Markets examines decentralization policies that work as well as those that do not. The aim is to help Latin American policymakers meet the challenge of decentralization to improve public sector performance at all levels of government by appropriately assigning jurisdiction over public goods, services, tax authority and user charges.
The book offers "building blocks"towards decentralization, including new theoretical developments and accepted lessons on how government interventions can use market proxies to enhance effectiveness; the importance of market-based decentralization approaches; and recent contributions from new institutional economics, public choice theory and the "new theory of the firm,"which holds that political jurisdictions can be thought of as pseudo-firms. The final building block is the findings of evaluations of decentralization in Brazil, Bolivia, Chile and Ecuador. The case studies ensure a balance between empirical research and theoretical context and have important implications for policymakers interested in making decentralization more effective.
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Achievements and Challenges of Fiscal Decentralization: Lessons from Mexico
Manufacturer: World Bank Publications
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Binding: Paperback
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ASIN: 0821347322 |
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Better Urban Services: Finding the Right Incentives (Development in Practice)
William R. Dillinger
Manufacturer: World Bank Publications
ProductGroup: Book
Binding: Paperback
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ASIN: 0821332325 |
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Decentralised Government in an Integrating World: Quantitative Studies for OECD Countries (ZEW Economic Studies)
Dan Stegarescu
Manufacturer: Physica-Verlag Heidelberg
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Binding: Paperback
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All Amazon Upgrade
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ASIN: 3790816698 |
Book Description
The book offers a comprehensive empirical analysis of the determinants of changes in the distribution of expenditure and revenue-raising powers among fiscal tiers in OECD countries. Using a new indicator of fiscal decentralisation which accounts for subnational decision-making autonomy, common decentralisation trends are investigated. Then, empirical evidence from panel analyses is provided for the role of costs, preferences and institutions in explaining fiscal federal structures, and for the impact of economic and political integration on the degree of government decentralisation, particularly among EU countries. Finally, the historical experience of Germany is used to explore long-term developments in the public sector.
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Troubled Industries: Confronting Economic Change in Japan (Cornell Studies in Political Economy)
Robert M. Uriu
Manufacturer: Cornell University Press
ProductGroup: Book
Binding: Paperback
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ASIN: 0801483298 |
Book Description
This law handbook contains information on basic business legislation, laws and regulatoins affecting export-import, business, foreign investments, property rights, taxation and banking. (Updated annually)
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Qatar Business Law Handbook
Manufacturer: International Business Publications, USA
ProductGroup: Book
Binding: Paperback
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ASIN: 0739795333 |
Book Description
This report contains business intelligence information for succesful export-import, business and investment operations, strategic contacts and more... The report also contains selected information on investment and business opportunities, international economic projects, tenders, government projects, as well as, marketing and export-import opportunities information.
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Qatar: Business Law Handbook
USA International Business Publications
Manufacturer: International Business Publications, USA
ProductGroup: Book
Binding: Paperback
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ASIN: 0739746456 |
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Qatar Business Law Handbook (World Business Law Handbook Library)
Igor Oleynik
Manufacturer: International Business Publications USA
ProductGroup: Book
Binding: Digital
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ASIN: B00005R4Z9
Release Date: 2006-01-01 |
Book Description
Basic business legislation, laws, export-import regulations affecting business, business climate and contacts
Download Description
Basic business legislation, laws, export-import regulations affecting business, business climate and contacts
Books:
- Customer Service: Aiming for Excellence
- Customer Service Is a Contact Sport
- Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
- Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications
- Direct Marketing Rules of Thumb: 1,000 Practical and Profitable Ideas to Help You Improve Response, Save Money, and Increase Efficiency in Your Direct Program
- Discounts and Good Deals for Seniors in Texas: The Best Bargains and Deals from Abilene to Zavalla for Ages 50 and Up
- Emotion Marketing: The Hallmark Way of Winning Customers for Life
- Engineering Self-Organising Systems: Methodologies and Applications (Lecture Notes in Computer Science)
- Financing the American Dream: A Cultural History of Consumer Credit
- Focus Group Interviews in Education and Psychology
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Customer Service: Career Success Through Customer Loyalty (4th Edition)
Leadership: Essential Steps Every Manager Needs to Know (NetEffect Series) (3rd Edition)
Effective Customer Service: Ten Steps for Technical Professions (NetEffect)
Top Performance: How to Develop Excellence in Yourself and Others
The World of Customer Service
