This book is about the consumer's right to service--convenience, courtesy, and responsiveness to problems and needs--and about organizations' willingness and ability to acknowledge and deliver that right to their clients, customers, patients, passengers, ticket buyers, constituents, etc. The book is based upon information provided by hundreds of consumers throughout the United States describing real-life transactions with a broad spectrum of businesses and institutions in both the public and private sectors. It illustrates the importance of customer satisfaction in the workplace and points out areas where businesses succeed or fail to meet customer expectations. Explores 13 customer service categories, including for each: an introduction to the concept, an illustrative vignette, data and vignettes from several areas of customer service, implications and suggestions for training, and recommended action for managers. The categories include: Recovery, Empowerment, Bias, Customer Retention, Follow Up, Service, Timeliness, The Pleasure Principle, Teamwork, Assessing Customer Needs, Empathy, Advocacy, Added Value. For anyone interested in Business Administration, Marketing, Consumer Behavior, Customer Service.

Customer Service: Serve Us America

Business & Money

Eggland, Steven A.

Britten, Michael J., Ph.D.

Education & Reference

Pearson College Div

The field of Human Resource Development has grown and matured over the last few decades into an integral component of organizational life. Increasingly, executives view the HRD function as a crucial strategic tool in improving productivity, profitability, and long-term growth. Principles of Human Resource Development is a comprehensive resource for those considering HRD as a career choice, or those who have recently entered the field. HRD students and professionals as well as executives who want to maximize the strategic role of HRD will find this overview helpful in gaining insight to the field and as a ready desk-top reference. Each unit addresses the key questions to understanding HRD. It explains what HRD is, including individual, career, and organizational development, and how these areas interrelate with one another. The unit on roles in HRD examines the primary roles of HRD manager, learning specialist, instructional designer, and consultant.Gilley and Eggland also explore the competencies needed in HRD, including needs assessment, program design, marketing, and cost benefit analysis. The section on the empirical foundations of HRD examines eight major studies of the HRD field and the professional development and certification activities of the major HRD-related societies. The final section of the book covers the career opportunities in HRD and the future of the field.Charts, checklists, diagrams, and chapter objectives are included throughout the text. Training managers, instructional designers, organization development consultants, and students will find this introduction to HRD an important tool in the continual search to improve the performance of people and organizations.

Principles Of Human Resource Development

Gilley, Jerry

Human Resources

Basic Books

Text and exercises provide examples of situations involving social competence and self-awareness in business settings.

Human Relations in Business

Health, Fitness & Dieting

Psychology & Counseling

South-Western Pub.

Intro to Business, 4th edition, will introduce students to the world of business and help prepare them for the economic roles of consumer, worker, and citizen. This course will serve as a background for other business courses they may take in high school and college, assist them with consumer decision-making, prepare them for future employment, and help them effectively perform their responsibilities as a citizen.

Intro to Business, Anniversary Edition

Burrow, James L.

Dlabay,Les

Ristau, Robert A.

South-Western Educational Pub

Intro to Business 5E allows students to discover how a business works and how it impacts lives on a daily basis. With extended coverage on marketing, management, the Internet, as well as updated content, computer applications, and new web site, Intro to Business 5e provides everything needed to prepare for success in future careers!

Intro to Business

Management & Leadership

Cengage Learning'

Each chapter contains a study guide with objective questions and activities.

Activities and Projects Units 1-6, Intro to Business

Each chapter contains a study guide with objective questions and activities.

Activities and Projects Untis 7-12, Intro to Business

Activities and projects allow student to master the introductory concepts of business. Each chapter contains a study guide with objective questions and activities.

Activities and Projects Units 1-12 for Eggland/Dlabay/Burrow’s Intro to Business

This text-workbook will be designed to help students increase their self-awareness and self-esteem and learn how to get along better with others in the workplace environment. Development of three foundational skill areas will be highlighted…(a) basic communication skills, (b) thinking skills, and (c) personal qualities such as responsibility, self-esteem, self-management and integrity.

Human Relations for Career Success (Title 1)

Williams, John W.

Parenting & Relationships

A complete revision of our market-leading text, INTRO TO BUSINESS introduces students to the role of business in the lives of individuals, consumers, workers, and citizens. Coverage includes small-business management, business fundamentals, career planning, social responsibility and ethics, basic economics, technology, financial operations, risk management, consumer decision-making, and insurance. This text is designed for the very first course many business students take; therefore, it covers business and finance topics with a survey-like approach.

See the best price to sell, buy, or rent books by Eggland, Steven A.. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Eggland, Steven A.

See the best price to sell, buy, or rent books by Eggland, Steven A.. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Customer Service: Serve Us America

Principles Of Human Resource Development

Human Relations in Business

Intro to Business, Anniversary Edition

Intro to Business

Activities and Projects Units 1-6, Intro to Business

Activities and Projects Untis 7-12, Intro to Business

Activities and Projects Units 1-12 for Eggland/Dlabay/Burrow’s Intro to Business

Human Relations for Career Success (Title 1)

Intro to Business