Customer Service in Ireland

Author: Suzanne Twomey
Publisher: Gill Education
ISBN: 9780717152605
Category : Customer relations
Languages : en
Pages : 304

Book Description
Updated edition of this popular text introducing the fundamental principles and concepts of customer service and presenting them in an Irish context. New to this edition: DX Ireland customer service case study The impact of technology on customer service The value of nurturing customer trust and loyalty. Role play guidelines and exercises prompt students to engage in and practise the principles of customer service. Develops the skills to deliver good customer care, meet customer needs and effectively deal with customer complaints. Leads to an understanding of the role of customer service in organisational effectiveness. Presents Irish consumer legislation throughout and includes the rights of the individual where relevant. Guides the student through the preparation and implementation of a customer care plan. Includes sample FETAC Level 5 exam papers, general exam questions and exercises. WRITTEN FOR Any course where FETAC Level 5 Customer Service or Level 6 Customer Care is a module.

The Complete Guide to Customer Support

Author: Joe Fleischer
Publisher: CRC Press
ISBN: 1482280760
Category : Computers
Languages : en
Pages : 273

Book Description
Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t

Political Issues in Ireland Today

Author: Neil Collins
Publisher: Manchester University Press
ISBN: 9780719065712
Category : Political Science
Languages : en
Pages : 228

Book Description
The third edition addresses the most important current topics in Irish politics. It fills a major gap in the academic literature on Irish politics, providing students with a comprehensive Introduction to the issues dominating debates in both parts of Ireland. The recent emergence of emigration, environmental risk and technological changes on to the political agenda is reflected. It also revisits Ireland's economic performance, the peace process and the policy areas of health, housing and industrial relations.

EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

Author: Alan Wilson
Publisher: McGraw Hill
ISBN: 1526847817
Category : Business & Economics
Languages : en
Pages : 539

Book Description
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.

Customer Relationship Management

Author: Simon Knox
Publisher: Routledge
ISBN: 1136412506
Category : Business & Economics
Languages : en
Pages : 319

Book Description
Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme. The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading.

OECD Public Management Reviews: Ireland 2008 Towards an Integrated Public Service

Author: OECD
Publisher: OECD Publishing
ISBN: 9264043268
Category :
Languages : en
Pages : 377

Book Description
This report is the first in a series of OECD country reviews that will look at public management reform and governance issues from a comprehensive perspective.

The Customer Service Revolution

Author: John R. DiJulius
Publisher: Greenleaf Book Group
ISBN: 1626341303
Category : Business & Economics
Languages : en
Pages : 143

Book Description
In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

Modernising Irish Government

Author: Neil Collins
Publisher: Gill & Macmillan Ltd
ISBN: 0717155323
Category : Political Science
Languages : en
Pages : 362

Book Description
Modernising Irish Government presents the major historical turning points in the development of Irish public services with a particular focus on the civil service, covering the mid-nineteenth-century reforms, the foundations of the State and the Lemass-Whittaker economic initiative. It introduces the Strategic Management Initiative, its origins and its impact, discussed in terms of efficiency, responsibility and democracy. Authors Neil Collins, Terry Cradden and Patrick Butler examine the current, key issues within the Civil Service, including the contentious issue of decentralisation. Providing reviews of the institutional framework for regulating monopolies in such sectors as telecommunications, aviation and retail competition, they present a critique of the new kinds of relationships between government and the people by reviewing Social Partnership, the Citizen Charters of government departments and other similar instruments. This textbook at once examines the scale, scope and structure of the delivery of services to the public and their relationship to the civil service, government departments, commercial semi-state companies and other public bodies, while identifying a number of significant failures in service delivery in detail and offering an analysis for their reasons.

Customer Loyalty

Author: S. Robinson
Publisher: Springer
ISBN: 0230513034
Category : Business & Economics
Languages : en
Pages : 190

Book Description
The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.

The Ultimate Online Customer Service Guide

Author: Marsha Collier
Publisher: John Wiley & Sons
ISBN: 1118007654
Category : Business & Economics
Languages : en
Pages : 204

Book Description
Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.