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Customer Service Expert Level Full Certification Kit - Complete Skills, Training, and Support Steps to the Best Customer Experience by Redefining and Improving Customer Experience By Ivanka Menken
Paperback: $199.95
Prints in 3-5 business days
This Customer Service Expert Level Certification Kit builds on the knowledge and understanding of, and looking at, the essential skills and qualities required by Customer Service supervisors and... More > managers. More than six out of ten people employed in customer-facing sales and service roles say that their manager’s behavior towards them affects the level of customer service they deliver. The behavior of line management has a direct impact on the quality of service and brand experience that is extended to customers. It is time for a change. This book gives practical, concise help for delivering exceptional customer service: the book and its accompanying eLearning course and Certification paves the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training.< Less
Organizational Behavior and Leadership Management Essentials - Second Edition By Ivanka Menken
Paperback: $26.51
Prints in 3-5 business days
This masterfully crafted introduction provides balanced coverage of all the key elements comprising the discipline of OB, in a style that readers will find both informative and interesting. This... More > includes not only traditional topics such as personality, motivation, and leadership; but also cutting-edge issues such as Change Management, Trust Building, Reward systems, and KPI's for people participating in any group or organizational activity.< Less
ITIL V3 Release, Control and Validation (RCV) Full Certification Online Learning and Study Book Course - The ITIL V3 Intermediate RCV Capability Complete Certification Kit - Second Edition By Ivanka Menken
eBook (PDF): $595.00
'The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.' Don’t pay... More > over $ 3,000.00 for a 5 day class room based course – out of touch with work for 5 days and including the course fee the costs are insurmountable – take the online learning option.. This intensive interactive course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with the Release, Control and Validation of services and service delivery. This course has an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Certificate Release, Control and Validation. This program is an eLearning Program, you access details to the elearning course are in the book.< Less
ITIL V3 Operational Support and Analysis (OSA) Full Certification Online Learning and Study Book Course - The ITIL V3 Intermediate OSA Capability Complete Certification Kit, Second Edition By Ivanka Menken
eBook (PDF): $595.00
“The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of... More > time.” Don’t pay over $ 3,000.00 for a 5 day class room based course – out of touch with work for 5 days and including the course fee the costs are insurmountable – take the online learning option.. This intensive interactive course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. This course has an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Certificate Operational Support and Analysis. This program is an eLearning Program, you access details to course are in the book.< Less
Help Desk Analyst Complete Certification Kit: You-Powered Help Desk Support - Essential Study Guide and eLearning Program By Ivanka Menken
eBook (PDF): $99.95
Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk analyst answers, ideas and solutions. Learn how to: - Gain employment... More > as a Help Desk Analyst - Handle difficult customer calls - Manage common IT support calls - Gather ideas and feedback from customers - Build loyalty and trust through the power of community< Less
ITIL V3 Implementation Quick Guide - The Art of Stress-Free IT Service Management By Ivanka Menken
Paperback: $19.38
Prints in 3-5 business days
ITIL IT Service Management is now widely accepted, not only within the IT arena, but also, ever-increasingly, within the business world. In The ITIL V3 Implementation Quick Guide, author Ivanka... More > Menken outlines techniques anyone can use to achieve IT Service Management goals in an easier and more affordable way, improve relationships, enhance output, and become more accomplished in the work force. Starting with a discussion on what ITIL V3 and IT Service Management is and how it impacts our (IT) organizations, Menken then provides readers with instructions for determining their own ITIL readiness. She also provides a variety of ways with which readers can increase their ITIL awareness and put it to use in their environment and professional lives. The ITIL V3 Implementation Quick Guide is exactly that, a quick and easy-to-read resource that empowers readers to master their ITIL and more effectively incorporate it into all aspects of their work lives.< Less
The ITIL V3 Factsheet Benchmark Guide: An Award-Winning ITIL Trainers Tips On Achieving ITIL V3 And ITIL Foundation Certification For ITIL Service Management By Ivanka Menken
Paperback: $49.95
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New ITIL V3! Real-life use, insights and applications for all ITIL V3 processes * 100% re-researched edition includes 5 Lifecycle phases, 19 Processes, 4 Functions, 51 Mindmaps and 29 other... More > diagrams * 150 hours of work poured into 132 pages of real life data for this Guide. Known as the "ITIL V3 Encyclopedia", The Guide brings you exclusive data for all ITIL V3's 19 processes, plus implementation advice, supporting info and related processes help into one handy Guide for you. Use the 51 MindMaps and 19 tables of ITIL data to: * Compare your ITIL approach to your competitors' and best practice * (Re)design your ITIL processes and activities to improve results -- based onThe new extensive MindMaps * Get more insight in the processes activities * Convince your boss (or client) to OK your implementation ideas and budget * Discover if the new ITIL processes and activities or other advanced tactics are worth applying for your organization< Less
Organizational Behavior and Leadership Management Essentials - Second Edition By Ivanka Menken
eBook (PDF): $5.99
This masterfully crafted introduction provides balanced coverage of all the key elements comprising the discipline of OB, in a style that readers will find both informative and interesting. This... More > includes not only traditional topics such as personality, motivation, and leadership; but also cutting-edge issues such as Change Management, Trust Building, Reward systems, and KPI's for people participating in any group or organizational activity.< Less
Support Center Complete Handbook - How to analyze, assess, manage and deliver customer business needs and exceed customer expectations with help desk, support center and service desk By Ivanka Menken
eBook (PDF): $49.95
The Art of Service is the leader in publications, certification and training for IT Service Management help desk, support center, and service desk professionals. Support center analysts provide... More > front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction. This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement."< Less
Contact Center Complete Handbook - How to Analyze, Assess, Manage and Deliver Customer Business Needs and Exceed Customer Expectations With Help Desk, Call Center, Support Center and Service Desk By Ivanka Menken
Paperback: $49.95
Prints in 3-5 business days
The traditional call center—rows of agents in headsets answering calls—is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you.... More > They want to reach you via email, IM, text, and more. And simply “taking” calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers. In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer. This book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, Contact Center, and customer support processes and tools, and an introduction to ITIL® processes.< Less