Team Success - How to create
and manage winning teams
By Patrick Low Kim
Cheng ISBN 981-04-8702-9 S$19.00
Just
Published! June 2003
- Do you know what it takes to
create a winning team? In Team Success, Patrick Low Kim Cheng
draws from his experience as a management consultant and trainer
to provide you with the tools for building effective teams and
how to achieve better teamwork in any organisation. In this easy-to-read
guide, you will learn:
· Essentials of Teams
· How To Be An Effective Team Leader
· Types Of Teams And Their Functions
· How To Promote Communications And To Encourage Positive
Behaviours
· Conflict Management Techniques To Get Team Members To
Work Harmoniously
· Tips And Guidelines For Productive Team Meetings
· How To Motivate Teams Towards High-Performance Results
“An excellent easy-to-read
guide for anyone seriously interested in service recovery, its
planning and implementation processes to meet total customer
service and satisfaction.”
Lim
Chee Hoo, Training and Development Manager, Human Development
Center Asia Matsushita Electric (S) Pte Ltd
STRATEGIC CUSTOMER
MANAGEMENT - Enhancing Customer
Retention and Service Recovery
By Patrick Low Kim
Cheng
S$19.00 ISBN 9810419147
Size: 150 X 210mm, 160pages
In today’s business, successful
companies are also customer-driven companies. The ability to
meet customer satisfaction and retain existing customers is the
key to business success. This book is all about customer service,
recovery and retention. It addressees key issues behind customer
management to help companies and individuals achieve customer
service excellence. Topics covered include:
• Tools For Developing Effective Service Recovery Programmes
• Strategies For Handling Customer Complaints
• Guidelines For Managers and Employees Involvement In Customer
Service Recovery
• Strategies For Empowering Employees For Service Excellence
• Techniques For Managing Customer Service In The Knowledge-based
Economy
• Case Studies And Charts To Illustrate Key Concepts And
Principles
“In a world of instant
gratification, and one in which customer loyalty is highly prized,
this book is both timely and appropriate. Management experts
today estimate that it costs 10 times more to get a new customer
than to keep an existing one, so customer service makes good
business sense. I would recommend this book to every staff whose
job is to keep the customer happy. Ultimately, that means all
of us.”
Abdul
Rahman B Mohd Said, Managing Director
MAXINFO Communications Pte Ltd
 |
The Power of Relationships
|
Patrick Low |
ISBN: 9810440456 150 x 210mm Paperback |
|
S$19.00 |
Published By Businesscraft Consultancy |
|
This
book will show you how you can empower yourself with the relationship
edge in order to achieve success in business, at work, and in
your personal life. |
|
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