This book will make you view your organisation and customers in a new light. It shows beyond doubt that exceptional customer service can help any company to beat its competitors. In this revised edition — which includes a new chapter on e-service — Chris Daffy provides practical advice and real-world examples from Europe, the US and elsewhere on service strategies and techniques that will make you “famous for service”!

Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty

Mind Maps at Work takes a fresh and exuberant look at how Mind Maps can keep you one step ahead of your colleagues at work. Full of practical tips, exercises and inspiring casestudies of people from all career backgrounds, it will help you unlock your reservoirs of creativity and find the fulfilment at work you know you deserve.Tony Buzan is the world-renowned inventor of Mind Maps who has helped hundreds of highly successful international businesses and organisations. In this insp...

The management secrets that experts and top professionals use.Get results fast with this quick, easy guide to the fundamentals of Management.Includes how to:• Build a goal-oriented team• Successfully manage individuals, teams and projects• Set clear goals and give quality feedback• Get things done on time and on budget• Deal with difficult situations

Scoring Points is the compelling and dramatic inside story, told from a project point of view, of how the Tesco Clubcard was conceived, launched and developed. It explains in detail how Tesco collected, analysed and used customer data to become a retail giant, making customer loyalty marketing work when almost every other programme failed. By pairing its loyalty scheme with sophisticated information technology, Tesco set a new standard for knowing your customer.

The traditional Accounting ‘Practice’ model is outdated. Your clients do not want an accountant who is just an order taker. What they do want is an accounting firm that looks to the future and provides them with timely advice on what they should be doing now to improve their businesses and ultimately to help them achieve their financial and lifestyle goals. If you want to be that firm, you need to read ‘Accounting Practices Don’t Add Up’ to learn how. In this book, Rob Nixon reveals how he...

It's great to have a new challenge at work. Managing others, though,can be a daunting new responsibility and can be tricky if you're nowthe boss of former colleagues or friends. Packed with practical advice,it will help you sail through issues such as getting to know your team,dealing with internal politics, motivating others, and celebratingsuccess.Whatever your new job, Succeed As a New Manager will help youfind your feet and get...

Written for all job hunters – new entrants, mid-level people, very experienced individuals, and technical and non-technical job seekers – Answering Tough Interview Questions For Dummies is packed with the building blocks for show-stopping interviews.

James Innes is the Founder and Chairman of TheResumeCenter.com (USA), The Resume Centre (Canada and Australia), The CV Centre (UK, Ireland, New Zealand and South Africa) and CV Center (Germany, Austria, France and Belgium) - the world's leading CV and resume consultancies.With nearly two decades of experience heading up these organizations, James is widely considered to be one of the world's leading careers experts. James regularly participates at recruitment fairs and conferences ...

Job Interviews: Top Answers to Tough Questions is your indispensable toolkit, giving you the best answers for the interview room.

Illustrates how managers can inspire individuals or teams to develop. Sets out guidelines on how to reduce negativity, boost positive feelings and foster enthusiasm and involvement.

The benefits of networking are many - improving the chances of keeping a job, getting a new one, career progression, learning how to get along with others and improving personal effectiveness and company performance.Successful Networking is designed to remove the fear factor and encourage people to make the effort to 'network for success'. It gives you advice and guidance on handling any social or workplace situation that could be awkward. People are compl...