This book provides the student with the concepts and their practical application behind the importance of Customer Relations, Customer Service and Customer Care. The book has been written for students of business studies, management and associated fields, the qualification frameworks for which include a study of customer relations either as cores or options. The book uses practical examples using real organisations from all sectors of economic and social activity to support the concepts that are introduced in an easy to read and assimilate format.

Mastering Customer Relations (Master Series (Business), 13)

Business & Money

Cartwright, Roger

Marketing & Sales

Red Globe Press

Provides an insight into the key external analyses organisations need to undertake. Using the acronym SPECTACLES, the book considers the Social, Political, Economic, Cultural, Technological, Aesthetic, Customer, Legal, Environmental and Sectoral factors that make up the set of external influences on the organisation.Using examples from real organisations, the book provides the reader with clear pointers as to the factors to be considered and their interrelationship. Each chapter includes information for carrying out the analyses, together with a summary and a set of questions.

Mastering the Business Environment (Master Series (Business), 3)

Management & Leadership

Designed for students, and potential and practising managers, this book examines the management of markets as an holistic activity within modern organisations. Based on the four Ps/Cs of marketing (Product/Customer value; Price/Cost; Promotion/Communications; Place/Convenience) this book takes the reader through all the major aspects of marketing management using practical examples. Written in plain English, Mastering Marketing Management shows that marketing is a feature of the whole organisation and should not be confined to just one department.

Mastering Marketing Management (Master Series (Business), 8)

Team working is vital to organizational success. With examples from across the globe and a careful blend of theory and practice, this up-to-the-minute consideration of the roles played by teams and leaders is intended to inform the debate about how teams should be employed in work situations. Website links and additional reading material to assist in the study of team leadership are included on an ancillary website.

Mastering Team Leadership (Master Series (Business), 2)

Looking at the operations of an organization, this book examines the different types of organization in both the public and private sectors. It then considers the internal relationships between operations, marketing, personnel and other functions within organizations.  The specific aspects of operations are covered in detail:    Work practices.   Planning.   Resourcing.   Legislation.   Customer relations.

Managing Operations: A Competence Approach to Supervisory Managment (NVG/SVQ Level 3) (In Charge)

COLLINS, Michael

Green, George

Candy, Anita

Wiley/Blackwell

Cartwright, Roger, Green, George, Candy, Anita, Collins, Michael

In Charge of Customer Satisfaction

Cartwright, Roger, Green, George, Candy, Anita, Collins, Michael

Managing People: A Competence Approach to Supervisory Management (In Charge)

This series is designed for supervisors and front line managers andhas been re-written to support the latest Management Standards fromthe Management Charter Initiative who have provided theForeword.Each book provides the knowledge and understanding required forthe core and major options associated with the NVQ/SVQ3 levelqualifications in Supervisory Management and is written in a mannerthat links learning with the supervisor/front line manager's workexperience. As such it also supports non-competence programmes suchas the NEBSM Introductory and Full Certificate programmes inSupervisory Management.Whilst finance at supervisory level has no dedicated managementstandards, it is vital that the competent supervisor/front linemanager can understand the financial implications of theirrole.The RESOURCES section of this book provides the reader with anunderstanding of the language and practices of the finance functionas they relate to the work situation.The INFORMATION section considers the types of information thesupervisor/front line manager is likely to encounter, and looks atthe ways of distributing and presenting such information.

Managing Resources and Information: A Competence Approach to Supervisory Management (In Charge)

Management Charter Initiative, MCI

Finance

Managing Yourself focuses on what is one of the key areas for supervisors and managers to master; personal competance and personal effectiveness in the workplace.

Managing Yourself: A Competence Approach to Supervisory Management (In Charge)

Looking at the operations of an organization, Managing Activities examines the different types of organizations in both the public and private sectors. It then considers the internal relationships between operations, marketing, personnel, etc. within organizations.

Managing Activities: A Competence Approach to Supervisory Management (In Charge)

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