Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.

зарубежная деловая литература

управление бизнесом

управление персоналом

Customer Service Delivery

The Wiley Blackwell Handbook of the Psychology of Team Working and Collaborative Processes

Developing and Enhancing Teamwork in Organizations. Evidence-based Best Practices and Guidelines

Employment Discrimination Litigation

The Brave New World of eHR

любовные романы

фэнтези

учебная и научная литература

современная русская литература

современные любовные романы

современная зарубежная литература

детективы

об истории серьезно

приключения

книги о приключениях

ужасы / мистика

учебники и пособия для вузов

cтихи, поэзия

книги по психологии

стихи и поэзия

гуманитарные и общественные науки

русская классика

мистика

боевики, остросюжетная литература

публицистическая литература

Praise for Earnings Magic and the Unbalance Sheet «Gary Giroux brings a breezy, entertaining writing style that really helps the reader untangle arcane accounting practices, including stock options, pensions, off-balance sheet items, and the rest of his 'dirty thirty.'» —Edward Swanson, Durst Chair and Professor of Accounting, Texas A&M University «Earnings Magic and the Unbalance Sheet provides equity investors with clear explanations of today's financial environment together with specific analysis tools to assess the quality of earnings. Gary Giroux provides a valuable and easy-to-use scoring system where investors assign grades to help them in their investment decisions. Earnings Magic is a must-read for any investor in the Dow Jones Industrial Average (Dow 30). Giroux thoroughly analyzes some of the biggest and best known companies.» —Andrew McLelland, Assistant Professor of Accounting, Auburn University YOUR KEY TO EVALUATING A COMPANY'S EARNINGS QUALITY Wouldn't you like to know as much as you could about a company before you invest in it? Financial information on companies is readily available, but not necessarily easy to interpret. With shrewd tips and state-of-the-art analytical tools, Earnings Magic and the Unbalance Sheet arms you with the key strategies and principles to help you evaluate whether a company's bottom line is headed toward excellence or financial abuse. This eye-opening guide expertly walks you through the tangle of potentially inflated earnings and misleading accounting disclosures to determine a company's financial reality.

бухучет / налогообложение / аудит

Earnings Magic and the Unbalance Sheet. The Search for Financial Reality

Ancient strategies provide a valuable link to enhance your ability to survive and prosper in modern financial markets. In this fascinating book, experienced trader and best-selling author Daryl Guppy explains how The 36 Strategies of the Chinese are applied to trading financial markets. In trading there is rarely a single answer to any trading situation. The best answer, and its effective application, depends on the trader. The strategies by themselves do not guarantee success. The trader’s skill in analyzing and assessing the situation determines how effective he is in selecting and applying the right strategy. Guppy was introduced to the book of The 36 Strategies of the Chinese by a Chinese friend. An ancient and classic text, it is a compilation of political and military strategies dating back more than 1800 years, drawn from classic Chinese poetry, history, philosophy, biographies and novels. This book includes specific methods for active investors and traders that are consistent with the meaning of the original ancient strategies. The 36 Strategies of the Chinese for Financial Traders follow the structure of the original 36 Strategies of the Chinese. The first 18 strategies are applied when you have the advantage – the luxury of time and resources to examine techniques to recognize and maximize the return from these market opportunities. The second 18 strategies are applied when you are at a disadvantage – they are strategies used against investors and traders to inhibit success. Many of the strategies are enhanced using derivatives.

зарубежная образовательная литература

знания и навыки

The 36 Strategies of the Chinese for Financial Traders

This book is designed to start with simple examples that progressively develop the reader's confidence to take on more complex tasks. There is very little theoretical discussion about computer science, operations research algorithms, mathematics, or finance. The thrust of the book is to teach the reader to break complex tasks down into simple tasks. It then looks to implement those simple tasks into VBA code using a critical subset of the features of the language. The tentative contents is: (1) Why? What? Who? Where? and How? (2) Common Sense (3) Securitizing A Loan Portfolio (4) Understanding the Excel Waterfall (5) Designing the VBA Model (6) Laying the Model Groundwork (7) Recorded Macros: A First Look at the VBA Language (8) Writing Menus: An Introduction to Data, Ranges, Arrays, and Objects (9) Controlling the Flow of the Model (10) Building Messaging Capabilities (11) Designing the Model’s Reports (12) Main Program and Menus (13) Writing the Collateral Selection Code (14) Calculating the Cash Flows (15) Running the Waterfall: Producing Initial Results (16) Debugging the Model (17) Validating the Model (18) Running the Model (19) Building Additional Capabilities (20) Documentation of the Model (21) Managing the Growth of the Model (22) Building Portfolio Monitoring Model (23) Valuation Techniques: How do we Determine Price? (24) Challenging Times For the Deal (25) Parting Admonitions

корпоративные финансы

финансовый менеджмент

A Fast Track To Structured Finance Modeling, Monitoring and Valuation. Jump Start VBA

A collection of the best thinking from one of the most innovative management consulting firms in the world For more than forty years, The Boston Consulting Group has been shaping strategic thinking in business. The Boston Consulting Group on Strategy offers a broad and up-to-date selection of the firm's best ideas on strategy with fresh ideas, insights, and practical lessons for managers, executives, and entrepreneurs in every industry. Here's a sampling of the provocative thinking you'll find inside: «You have to be the scientist of your own life and be astonished four times:at what is, what always has been, what once was, and what could be.» «The majority of products in most companies are cash traps . . . .[They] are not only worthless, but a perpetual drain on corporate resources.» «Use more debt than your competition or get out of the business.» «When information flows freely, reputation, more than reciprocity,becomes the basis for trust.» «As a strategic weapon, time is the equivalent of money, productivity,quality, even innovation.» «When brands become business systems, brand management becomes far too important to leave to the marketing department.» «The winning organization of the future will look more like a collection ofjazz ensembles than a symphony orchestra.» «Most of our organizations today derive from a model whose original purpose was to control creativity.» «Rather than being an obstacle, uncertainty is the very engine of transformation in a business, a continuous source of new opportunities.» «IP assets lack clear property lines. Every bit of intellectual property you can own comes with connections to other valuable innovations.»

The Boston Consulting Group on Strategy. Classic Concepts and New Perspectives

This proven system will help you profit in any market environment while trading any financial instrument. Whether you're a seasoned professional trader or newcomer to the world of investing, you must develop a defined methodology and consistently apply it to control risk, preserve capital, and harvest profits. Now, The TRENDadvisor Guide to Breakthrough Profits outlines an integrated approach to market analysis and a sound trading strategy, known as the TRENDadvisor Diamond Methodology, this book will assist traders and investors locate low-risk/high-reward trading opportunities.

The TRENDadvisor Guide to Breakthrough Profits. A Proven System for Building Wealth in the Financial Markets

Are you a visual learner? Do you prefer instructions that show you how to do something – and skip the long-winded explanations? If so, then this book is for you. Open it up, and you will find clear, step-by-step screen shots that show you how to tackle more than 170 Access 2007 tasks. Each task-based spread includes easy, visual directions for performing necessary operations, including * Navigating the new interface * Using templates to create databases * Entering and editing data * Working with tables and fields * Creating simple or summary queries * Linking to Excel(r) worksheets * Helpful sidebars offer practical tips and tricks * Full-color screen shots demonstrate each task * Succinct explanations walk you through step by step * Two-page lessons break big topics into bite-sized modules 

зарубежная компьютерная литература

базы данных

Teach Yourself VISUALLY Microsoft Office Access 2007

"IN The eBay Billionaires' Club, you will read thestories of twelve professional eBay merchants whorecognized a great business opportunity on the Internetand pursued it-some at great personal financial risk.In every case, the gamble has paid off. There are some powerful lessons to be learnedfrom these entrepreneurs, whose experiences truly runthe gamut. In the end, what they all have in common is that they started small-and some have purposely decided to stay that way. You'll quickly discover that eBay success really iswithin your reach, because every person in this bookbegan at the very bottom. What's more, a number of them have achievedincredible growth in a relatively short period of time,which should motivate you to stop thinking aboutyour idea and get started on the road to becoming amember of this elite club yourself. Get your highlighters out and fasten your seat belts for a journey that will put you on the road to building your own million-dollar-or perhaps even billion-dollar-eBay business!" —From the Introduction to The eBay Billionaires' Club

The eBay Billionaires' Club. Exclusive Secrets for Building an Even Bigger and More Profitable Online Business

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Customer Service Delivery

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