Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 1
For courses in automotive principles. Complete guide to managing an automotive repair business, for both the novice and the professional Automotive Service Management: Principles into Prac
“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B
Manage your business from a services perspective What if technology was designed to serve the business — every time? That's service management! Done properly, it can make everybody happy — the custome
Different approaches, evaluations and methodologies on service management have been included in this book. It describes in detail the basic concepts of this field. Service management is a part of supp
All aspects of shop management and the necessary business and customer service skills needed to make a repair operation successful are captured in this comprehensive new series. The key topics for s
The publication of the IT Infrastructure LibraryR (ITILR), published in July, 2011, introduces several new processes and concepts that are paramount to the success of IT Service Management within an o
This pioneering eight-book series offers automotive repair shop owners and those wanting to be shop owners the necessary business and customer service skills to run a successful automotive service fac
The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a histori
Practical Metrics for ITIL and ISO 20000 Implementation. Templates designed to work together. Best Practice Guidance for use within Service Operations. Written by the Author of the Industry 'Bible': M
Services comprise about 70% of the BNP in most Western societies. Services surround us each and every day and include such sectors as medical, IT, financial, travel, telecommunication and educational.
Services comprise about 70% of the BNP in most Western societies. Services surround us each and every day and include such sectors as medical, IT, financial, travel, telecommunication and educational.
This comprehensive text covers the entire spectrum of parts and service management. Manual cataloging is thoroughly discussed, as well as the widely used electronic cataloging and inventory systems i
Designed to prepare readers for a successful career as an automotive service consultant, THE SERVICE CONSULTANT: PRINCIPLES OF SERVICE MANAGEMENT AND OWNERSHIP, Second Edition teaches readers how to m
VeriSM is a framework that describes a service management approach from the organizational level, looking at the end to end view rather than focusing on a single department.
This text discusses the service perspective in business and how to adopt service logic in management--regardless of whether an organization offers a service or physical product--and view service as a
This is the first book to provide guidance on creating an integrated system based on the three leading service management approaches: COBITR5, ISO/IEC 20000 and ITILR and to provide a unique mapping t
This book offers a collection of recent research outcomes covering most of the popular frameworks and standards used for IT governance and IT service management. Case studies from Australia, New Zeala
This is the most comprehensive and widely used introduction to service operations on the market. It is written by one of the top authorities on the subject.
Gain the expertise required for success in one of the hottest segments of the automotive industry! This pioneering, eight-book series leads users to an understanding of the principles and procedures
