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Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń.

O książce

Customer Service, 3/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Spis treści

Ch. 1 What is customer service? 2
Ch. 2 Contributing to the service culture 28
Ch. 3 Positive verbal communication 60
Ch. 4 Nonverbal communication in customer service 92
Ch. 5 Listening to the customer 122
Ch. 6 Customer service and behavior 150
Ch. 7 Handling difficult customer encounters 176
Ch. 8 Customer service in a diverse world 204
Ch. 9 Customer service via technology 238
Ch. 10 Managing your stress 268
Ch. 11 Managing your time 296
Ch. 12 Encouraging customer loyalty 316
Ch. 13 Service recovery 348
Ch. 14 Focusing on the future 372

Stan

Widoczne ślady używania na okładce. Wewnątrz bez zaznaczeń.

Spis treści

Section One : Operations Strategy and Managing Change

1. Introduction to the Field
2. Operations Strategy and Competitiveness /TN2. Learning Curves
3. Project Management Section Two : Product Design and Process Selection
4. Process Analysis /TN4. Job Design and Work Measurement
5. Product Design and Process Selection : Manufacturing TN5. Facility Layout
6. Product Design and Process Selection : Services /TN6. Waiting Line Management
7. Quality Management /TN7. Process Capability & Statistical Quality Control
8. Operations Consulting and Reengineering Section Three : Supply Chain Design Managerial Briefing 9.E-Ops©
9. Supply Chain Strategy
10. Strategic Capacity Management TN10. Facility Location
11. Just-in-Time and Lean Systems Section Four : Planning and Controlling the Supply Chain Managerial Briefing 12Enterprise Resource Planning Systems
12. Forecasting and Demand Management
13. Aggregate Sales and Operations Planning
14. Inventory Control
15. Material Requirements Planning
16. Operations Scheduling TN16. Simulation
17. Synchronous Manufacturing and Theory of Constraints

SUPPLEMENTS

A Linear Programming with the Excel Solver
B Financial Analysis
C Operations Technology

APPENDICES

A Answers to Selected Problems
B Uniformly Distributed Random Digits
C Normally Distributed Random Digits
D Areas of the Standard Normal Distribution
E Areas of the Cumulative Standard Normal Distribution
F Negative Exponential Distribution: Value of e–X
G Interest Tables

Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń. CD z materiałami dodatkowymi.

Spis treści

0. Working with Templates
1. Introduction and Descriptive Statistics
2. Probability
3. Random Variables
4. Normal Distribution
5. Sampling and Sampling Distributions
6. Confidence Intervals
7. Hypothesis Testing
8. The Comparisons of Two Populations
9. ANOVA
10. Simple Linear Regression and Correlation
11. Multiple Regression
12. Time Series, Forecasting, and Index Numbers
13. Quality Control
14. Nonparametric Methods
15. Bayesian Decision Analysis
16. Sampling Methods

Appendix A: Answers to Most of the Odd Numbered Problems
Appendix B: Tables

Stan

Minimalne ślady używania na okładce. Zaznaczenia na paru stronach.

Spis treści

PART ONE Introduction to Strategic Management and Business Policy

Chapter 1 Basic Concepts in Strategic Management
Chapter 2 Corporate Governance
Chapter 3 Ethics and Social Responsibility

PART TWO Scanning the Environment

Chapter 4 Environmental Scanning and Industry Analysis
Chapter 5 Internal Scanning and Organizational Analysis

PART THREE Strategy Formulation

Chapter 6 Situation Analysis and Business Strategy
Chapter 7 Corporate Strategy
Chapter 8 Functional Strategy and Strategic Choice

PART FOUR Strategy Implementation

Chapter 9 Organizing for Action
Chapter 10 Staffing and Directing
Chapter 11 Evaluation and Control

PART FIVE Other Strategic Issues

Chapter 12 Managing Technology and Innovation
Chapter 13 Entrepreneurial Ventures and Small Businesses
Chapter 14 Not-For-Profit Organizations

PART SIX Suggestions for Case Analysis

Chapter 15 Suggestions for Case Analysis

Stan

Niewielkie ślady używania na okładce. Wewnątrz zaznaczenia na paru stronach.

Spis treści

The Evolution of Typography.
The Anatomy of Typography.
Syntax and Communication.
Legibility.
Typographic Technology.
Typographic Design Education.
Case Studies in Typographic Design.
Type Specimens.
Glossary.
Appendix A: Copyfitting.
Appendix B: Character Count Table for Text-type Specimens.
Appendix C: Traditional Working Methods in Typographic Design.
Appendix D: Proofreader's Marks.
A Chronology of Typeface Designs.
Bibliography.
Picture Credits.
Index.