Customer Care will help you understand why caring for your customers is so important, how you can improve the service you offer and, ultimately, contribute to achieving organisational excellence. Clear, practical guidance is given on how to: - focus on your customers and the services you provide - both internal and external - identify your real customer needs and how best to meet them - find out what customers actually think of your service or product - improve communication with your customers - face-to-face, on the telephone or in writing - turn customer complaints into opportunities to impress - monitor, evaluate and continuously improve your customer care.
This guide to customer care includes the following topics: focusing on your customers and the services you provide - both internal and external; identifying your real customer needs and how best to meet them; finding out what customers ...
In this book the authors draw on their massive wealth of experience to provide guidance on ways to improve business by enhancing the key role of HR. The authors show that proactive HR leadership can make a real and positive impact on a business. They look at the attributes needed to be a successful HR leader - technical and business competency, confidence and courage - and provide practical advice on what an HR practitioner can do to make a difference in their business. The book covers: - the changing role of HR in organisations - the challenge of sustainability in organisations - the role of HR today - the learning organisation - leading change - sustaining partnership - HR strategy and business strategy - operating at board level - making your company an employer of choice.
Starting with this definition and finishing with a clear and agreed HR strategy is
not, of course, a straightforward matter. I feel both comforted and ... So what does
HR strategy look like and why is it not simply a big resourcing plan? And who ...
Many who work in human resources feel sidelined or under appreciated and this text asserts that they will continue to do so unless they turbo-charge their teams. This practical guide provides anecdotes, case studies and self-assessment tools to do just that.
This strategic plan comprises a short introductory section intended as a statement
of intent - the intent being to derive a plan for transforming the organisation of the
HR function within a company to become more forward-looking and yet more ...
Nowadays most organisations understand and accept that people are the key drivers of value in their organisation. With company accounts recording the costs associated with people, not the benefits that they bring, this text explores the experiences of 10 case study organisations that are making real and deliberate efforts to understand the contributions of their employees, and how that contributes to the success of the business. This text also reviews the extensive body of literature on the subject and explores case study organisations, which include such companies as Marks & Spencer, Tesco, BT and BAE Systems. The text concludes that human capital cannot be the subject of a one-size-fits-all measurement tool, but that it is possible for organisations to measure and manage human capital using methodology designed to suit their own needs and goals.
Review of the existing literature company performance, especially given that
many intangible assets (including human capital) are different from physical capital in that they can appreciate in value and are in this sense crucial to future ...
Managing performance is a critical focus of HR activity. This title reveals what leading organisations are doing to manage their employees' performance and how they are delivering results. It shows you how to improve the management of your employees' performance.
