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A Complaint Is a Gift
A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints...
Personal Quality
None
Human Resource Development
The definitive guide to human resource development. Reflecting the changing role of training and learning, this detailed text is the ideal handbook for all professional trainers and HRD professionals. Clearly structured with detailed sections covering each aspect of the training cycle, the book also includes a section on managing the HRD function. Individual chapters cover such specific topics as: ? The adult learner? The reflective practitioner? IT and training? Flexible learning, and? Costing and auditing the HRD function.Readership: Trainers, HR managers, line managers responsible for training, students of postgraduate courses in the subject.
Intrinsic Motivation at Work
Intrinsic Motivation at Work marks a major advance on the topic of work motivation -- one based on an understanding of the changing requirements of today's workplace and the limitations of older motivational models. Written in an engaging, accessible style, yet grounded in solid academic research, the book is divided into three parts. Part One assesses older models of work motivation and why they need an overhaul. Part Two explains the nature of the "new work" and the importance of reintroducing a feeling of purpose and self-management. Part Three presents in depth the four intrinsic rewards that make work energizing and compelling -- a sense of meaningfulness, a sense of choice, a sense of competence or quality, and a sense of progress -- and how to create them.
The Millennium Manager
The Millennium Manager should be of interest to managers of all levels in public sector, private sector, or voluntary organisations. This book deals with several areas of management activities such as; Total Quality Management (TQM), The Management of Change, Management decision Making, Research Methods, Management Strategies, Marketing Planning, and Operations Management. This book should appeal to those following formal studies in management from certificate level up to master of Business Administration degree. The practical treatment of some of the chapters should make interesting reading for managers and potential managers who do not want to undertake formal management studies but want to acquire some management tools.
Employeeship
None
A Complaint Is a Gift
A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints...
Narrating Peoplehood amidst Diversity
Telling stories is an essential part of being human: We tell stories about ourselves to show other people who we are and where we belong. Nations have stories to tell too - "stories of peoplehood" - that build and maintain a sense of national belonging and identity. The concept has been used to analyse identities, memories, and histories of individuals, communities and nations. But does it make sense to talk about peoplehood today? Can plural societies tell national stories without marginalizing their minorities? And is it even fair to assume that our individual self-narratives are coupled with shared cultural ones? In Narrating Peoplehood amidst Diversity, 16 internationally renowned scholars reflect on the nature and history of peoplehood and discuss how it forms part of national identities, public culture, and academic historiography. Based on theoretical analysis and empirical studies drawn from Latinos in the United States and African immigrants in France, and from multicultural stands in Canada to grand narratives in Danish history, the book is a timely contribution to the ongoing debate on belonging and identification in multicultural societies.
