A twenty-first century view of business and a process approach are encompassed, showing readers the process of communicating as people in today's business world communicate and identifying tips for maximizing communication in an information-saturated world. Interesting layout, design and readability provide readers with focused, concise, and directly applicable examples, assignments and application activities as well as a lively, conversational writing style. Communication in a global workplace is emphasized, helping readers approach communication with multi-cultural audiences as a fundamental skill. Visual communication skills are illustrated, teaching readers to use visuals such as PowerPoint in oral presentations. A valuable reference for corporate training.

Business Communications: Discovering Strategy, Devloping Skills

Business & Money

Timm, Paul R.

Bienvenu, Sherron, Ph.D.

Education & Reference

Pearson College Div

Basic Business English and Communication

Jones, Christopher G.

Young, Ray L.

Reference

PRENTICE/HALL

Business Communication: Discovering Strategy, Developing Skills (Study Guide)

Bienvenu, Sherron

This practical, real-world book presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the author's broad consulting experience. Includes information on making optimum use of the Internet as a customer service professional. A clear, usable process is employed for developing the skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process helps the reader develop: a heightened awareness of challenges and opportunities; tools for dealing with unhappy customers, using the power of customer expectations and creating loyalty; the ability to lead, expand, and empower the service process. For professionals in customer service and sales fields.

Customer Service: Career Success through Customer Satisfaction (NetEffect Series) (2nd Edition)

Processes & Infrastructure

Business Communication: Getting Results

Management & Leadership

Business communication--getting results

Addressing the use of current technology in building customer loyalty, this practical, easily readable book explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways. It teaches how to surprise customers with pleasant experiences, enabling companies to increase profitability. This book covers the following topics: success and customer loyalty, customer turnoffs and expectations, using technology as a loyalty-building enabler, and the management of that technology. For customer support representatives, help desk analysts, technical support staff, and other customer care professionals.

Technology and Customer Service: Profitable Relationship Building

Managerial Communication, Organizational Communication, Business Communication-written and oral at 2-year, 4-year, and Graduate Level Programs. This text examines important ideas about managerial communication-not just for business, but for anyone who must manage. It cuts through the maze of traditional academic structure and addresses basic communication skills that we all need as managers.

Managerial Communication: A Finger on the Pulse (3rd Edition)

De Tienne, Kristen Bell

KET BENEFIT: This book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty. The coverage includes positive attitude, customer turnoffs, dissatisfied customers, customer expectations, customer loyalty, winning telephone techniques, and more. This book is for employees and managers of customer service departments and human resource training departments.

Customer Service: Career Success Through Customer Satisfaction

Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the book, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success. Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors. Goes well beyond canned responses to help readers apply creative solutions to ever-changing problems. A greater emphasis on loyaltyand the latest techniques such as the Net Promoter Score, exceeding expectations, customer-fri

Customer Service: Career Success Through Customer Loyalty

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Books by Timm, Paul R.