A self-training book designed to meet managers' needs for work situation applications. The authors introduce ideas of assertiveness and provide practical suggestions for developing assertiveness in a range of familiar situations, in a way that minimises conflict and stress.

Assertiveness at Work: A Practical Guide to Handling Awkward Situations (Second Edition)

Ken Back

Business & Money

Mcgraw-Hill Publ Com

It doesn't matter how good a company's products or prices are-these days, a company must also offer incredible customer service. Freemantle provides managers with steps to implement a top-flight customer service program that includes workshops, goal-setting, audit trails, weekly reviews, brainstorming, rewards, and incentives. Emphasizing global thinking and global markets, Freemantle also presents examples and case studies of major international and local companies like British Airways, BMW, Mars Confectionary, and the Bank of Scotland. His "14 Key Tests of Customer Service" is an unbeatable tool for executives to assess their own companies. More comprehensive than other books on the subject, this is a must-read for managers in customer service, human resources, sales, and other areas.

Incredible Customer Service

Freemantle, David

Using both industrially-based and specially prepared case studies and assignments, this book aims to help students understand the methods that designers use to collect, evaluate and process information. This text aims at a broad coverage of design methods, in order to explain the transfer of information between methodologies, and it provides assignments and solutions so that students can practise applying the methods.

Design Methods in Engineering and Product Design

Engineering & Transportation

Ian C. Wright

Engineering

Covering topics such as direct marketing, interactive communication, database management and management of a direct marketing campaign, this text is aimed at undergraduate marketing students or post experience MBA or DMS level students. Second revised edition.

Principles and Practice of Marketing

David Jobber

See the best price to sell, buy or rent books by the Mcgraw-Hill Publ Com publisher. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Mcgraw-Hill Publ Com

See the best price to sell, buy or rent books by the Mcgraw-Hill Publ Com publisher. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Assertiveness at Work: A Practical Guide to Handling Awkward Situations (Second Edition)

Incredible Customer Service

Design Methods in Engineering and Product Design

Principles and Practice of Marketing