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Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
This is the first in a series focusing on women who want to develop their personal and professional lives. Written by everyday heroines, each chapter contains a true personal story of inspiration, of hope, of overcoming life's challenges, and the discovery that our greatest potential is within ourselves.
Describes how to create a service-oriented organization, including training customer service representatives, soothing angry customers, and understanding employee and customer motivation
This captivating book presents 50 great moments from the past five decades of the Electron Microscope Unit¿s activities. Blending history and science in an engaging style, 50 Great Moments tells the story of the unit¿s creation and profiles the key figures that have forged the facility into the success that it is today. The book looks at the instruments, events and achievements that have defined the unit¿s character and contributed so much to Australian microscopy and microanalysis. Finally, this volume explores some of the important research done by the scientists and engineers who have used the unit¿s advanced microscopes.
Human resource management is a particularly challenging role, both domestically and globally. This challenge can be viewed either as an opportunity or as a threat. As an opportunity, the principles and practices of total quality presented in this book can help human resource professionals or anyone who manages people, transform institutionalized mediocrity into organizational excellence. The focus of this book is on managing the difference TQ makes in human resources. Whereas the traditional nature and scope of responsibility for most human resource professionals has been that of staff support geared to administrative compliance, the total quality approach offered here reveals the keys to developing and sustaining commitment to world-class performance. These keys include strategic input and continual improvement of the human resource system to enhance internal and external customer satisfaction both now and in the future. The full meaning of these new TQ role demands is explored in light of the driving forces reshaping the HR environment into the 21st Century. In addition, this book offers practitioner assessment instruments, practical TQ tools, and specific implementation steps to take in order to make the TQ difference in managing human resources domestically and globally.
Publications in nanoscience cross conventional boundaries from chemistry to specialised areas of physics and nanomedicine. With such a vast landscape of material, careful distillation of the most important discoveries helps researchers find the key information. This volume provides a critical and comprehensive assessment of the most recent research and opinion from across the globe. Topics covered include single atom catalysts for water splitting, bacteriophages for nanotechnology, preparation of nanomaterials for scanning electrochemical techniques, noise spectroscopy of nanomaterials, and sustainable energy harvesting. Appealing to anyone practising in nano-allied fields or wishing to enter the nano-world, this useful resource provides a succinct reference on recent developments in this area now and looking to the future.
Cost Management: Measuring, Monitoring, and Motivating Performance, Third Canadian Edition was written to help students learn to appropriately apply cost accounting methods in a variety of organizational settings. To achieve this goal, students must also develop professional competencies, such as strategic/critical thinking, risk analysis, decision making, ethical reasoning and communication. This is in line with the CPA curriculum and the content of this edition and the problem materials is mapped to the CPA. Many students fail to recognize the assumptions, limitations, behavioural implications, and qualitative factors that influence managerial decision making. The textbook is written in an engaging step-by-step style that is accessible to students. The authors are proactive about addressing the challenges that instructors and students face in their teaching and learning endeavors. They utilize features such as realistic examples, real ethical dilemmas, self-study problems and unique problem material structured to encourage students to think about accounting problems and problem-solving more complexly.