Not My Circus, Not My Monkeys

Total Customer Satisfaction

This book, based on research carried out by the authors, provides a balance of practical information on devising service strategies with research narrative. The book is based on the activities of 50 E...

Voorkom en stop agressie op het werk

Agressie op het werk is een serieus probleem. Het overkomt verkopers, callcenter- en baliemedewerkers, conducteurs, artsen, hulpverleners, ambtenaren, ziekenhuispersoneel en nog veel meer beroepsgroep...

Delivering Customer Service

2nd revised edition explains how to maintain reliable customer service, deliver positive working relationships, solve problems and initiate and evaluate changes on a customer's behalf. Examples and ca...

Dealing with Difficult People: Fast, Effective Strategies for Handling Problem People

Dealing with Difficult People will help you navigate the bullies, nit-pickers, manipulators and complainers who drive you mad at work. With example dialogue, techniques and tips, it will help you avoi...

One to One, B2b

Imagine that you lived in a city made of steel and woke up one morning to discover the entire city had been turned to glass. Everything that had been opaque would be transparent, everything sturdy wou...

Volgende keer beter!

"Volgende keer beter! Een klacht ontvangen is vervelend. Je wilt het als organisatie graag goed doen, maar dat is deze keer niet gelukt. Tenminste, niet in de ogen van de klager. De klachtbehandelaar...

Standards in the Service Industry

The revolution in standards which has swept through manufacturing is now transforming the services sector. Already ISO is drawing up standards for a range of service sectors.This important book is the...

Selling & Sales Management

Packed with engaging examples and case studies from companies including Amazon, IBM, and Pepsi, as well as unique insights from sales professionals across the globe, this comprehensive textbook balanc...