05034nam 2200589 a 450 991095979910332120251117115759.01-4175-2529-0(CKB)1000000000000916(OCoLC)70753746(CaPaEBR)ebrary10058853(SSID)ssj0000110879(PQKBManifestationID)11124857(PQKBTitleCode)TC0000110879(PQKBWorkID)10065554(PQKB)10448518(MiAaPQ)EBC3116963(Au-PeEL)EBL3116963(CaPaEBR)ebr10058853(OCoLC)922967064(BIP)47410598(EXLCZ)99100000000000091619980803d1998 uy 0engurcn|||||||||txtccrBeyond customer service, revised /Richard F. GersonRev. ed.Menlo Park, Calif. Crisp Publicationsc19981 online resource (118 p.) A Fifty-Minute series book"Effective programs for retaining your customers"--Cover.1-56052-461-8 TITLE -- COPYRIGHT -- ABOUT THE AUTHOR -- CONTENTS -- Dedication: -- PART I Customer Service and Beyond -- THE IMPORTANCE OF CUSTOMER SERVICE TO BUSINESS SUCCESS -- The Payoff of Superior Customer Service -- Common Sense Customer Service -- THE COST OF POOR CUSTOMER SERVICE -- What You Lose -- THE COST OF POOR SERVICE -- THE COST OF POOR SERVICE -- KEEPING YOUR CUSTOMERS -- Startling Service Statistics -- WHAT CAN YOU DO? -- REASONS FOR POOR SERVICE -- LIFETIME VALUE OF A CUSTOMER -- LIFETIME VALUE AND MARGINAL NET WORTH -- CUSTOMER SERVICE: ONE, TWO, THREE -- SEVEN STEPS TO A SUCCESSFUL CUSTOMER SERVICE SYSTEM -- STEP 1. TOTAL MANAGEMENT COMMITMENT -- STEP 2. GET TO KNOW YOUR CUSTOMERS -- STEP 3. DEVELOP STANDARDS OF SERVICE QUALITY PERFORMANCE -- STEP 4. HIRE, TRAIN AND COMPENSATE GOOD STAFF -- STEP 5. REWARD SERVICE ACCOMPLISHMENTS -- STEP 6. STAY CLOSE TO YOUR CUSTOMERS -- STEP 7. WORK TOWARD CONTINUOUS IMPROVEMENT -- PART II Know Your Customer -- WHAT CUSTOMERS REALLY NEED, WANT AND EXPECT -- DETERMINE HOW TO SATISFY CUSTOMERS -- HOW TO GET TO THE WOW FACTOR -- 10 Types of Customers -- MANAGING ANGRY CUSTOMERS -- WHY CUSTOMERS MAY BE UPSET -- WHAT CUSTOMERS WANT FROM YOU WHEN THEY ARE ANGRY -- WHAT TO DO WHEN THE CUSTOMER IS ANGRY -- OTHER TYPES OF DIFFICULT CUSTOMERS -- Seven Types of Difficult Customers and How to Manage Them (Plus the Perfect Customer) -- PART III Customer Retention -- DEVELOPING CUSTOMER RETENTION PROGRAMS -- Proactive vs. Reactive Efforts -- INTERNAL AND EXTERNAL SERVICE -- Employees as Customers -- RETENTION THROUGH VALUE CHAINS -- Value Chain -- VALUE-ADDED SERVICE -- SERVICE ENHANCEMENTS -- CUSTOMER SERVICE MARKETING -- 1. FREQUENT BUYER PROGRAMS -- 2. FREQUENT REFERRAL PROGRAMS -- 3. THANK-YOU CARDS -- 4. NEWSLETTERS/PERSONAL LETTER OF NEWS -- SAMPLE-PERSONAL LETTER -- 5. TELEPHONE RECALLS -- 6. CUSTOMER REWARD &amp.RECOGNITION PROGRAMS -- Employee Recognition and Reward Programs -- 7. CUSTOMER SPECIAL EVENTS -- 8. STRATEGIC ALLIANCES AND PARTNERSHIPS -- Site Visits -- Customer as Sales Agent -- SERVICE RECOVERY: ANOTHER LOOK -- SATISFYING UNHAPPY CUSTOMERS -- Service Recovery Program -- MANAGING COMPLAINTS FOR RETENTION AND SALES -- Turn Customer Complaints into Sales -- HOW TO C.A.R.E. FOR YOUR CUSTOMERS -- RETENTION THROUGH TRAINING -- Types of Training Programs -- EVALUATION CRITERIA QUESTIONNAIRE -- RAPPORT AND EFFECTIVE COMMUNICATION -- Behavioral Styles: Personality Factors -- Behavioral Styles: Service Situation Planner -- SENSORY PERCEPTUAL STYLE PROCESSOR EQUIVALENTS -- TIPS FOR LONG-TERM CUSTOMER RETENTION -- 10 COMMANDMENTS OF SUPERIOR CUSTOMER SERVICE AND RETENTION -- PART IV 50 Ways to Keep Your Customers -- YOUR KEY TO LONG-LASTING SUCCESS -- Customer Retention Strategies and Tactics -- CUSTOMER ADVOCATES AND RECOMMENDERS -- 50 WAYS TO KEEP YOUR CUSTOMERS FOR LIFE -- A FINAL THOUGHT ABOUT RETENTION -- Constant Improvement -- 25 CUSTOMER RETENTION PROGRAMS THAT WORK -- APPENDIX A Customer Service, Satisfaction and Retention Inventories -- CUSTOMER SERVICE SELF-ASSESSMENT -- SERVICE RATING SCALE -- CUSTOMER SERVICE INVENTORY -- CUSTOMER SATISFACTION SURVEY -- How satisfied are you with: -- APPENDIXB Customer Information and Profile -- CLASSIFICATION INFORMATION -- CUSTOMER PROFILE.This book can help you and your organization go beyond customer service to retain and satisfy established clientele.Fifty-Minute series.Customer relationsCustomer servicesCustomer relations.Customer services.658.8/12Gerson Richard F89648MiAaPQMiAaPQMiAaPQBOOK9910959799103321Beyond customer service, revised4477973UNINA05326nam 22006615 450 991105459610332120260112120525.03-032-06121-010.1007/978-3-032-06121-8(CKB)44952013400041(MiAaPQ)EBC32480959(Au-PeEL)EBL32480959(DE-He213)978-3-032-06121-8(EXLCZ)994495201340004120260112d2026 u| 0engur|||||||||||txtrdacontentcrdamediacrrdacarrierDeveloping Higher-Order Thinking Skills in Higher Education An Ontological and Phenomenological Exploration /by Felicity Healey-Benson1st ed. 2026.Cham :Springer Nature Switzerland :Imprint: Palgrave Macmillan,2026.1 online resource (316 pages)Education Series3-032-06120-2 Chapter 1. Unveiling the Ineffable: Introduction -- Part I: Mapping the Terrain: Foundations for HOTS Facilitation -- Chapter 2. Thinking Otherwise – HOTS in Context -- Chapter 3. Teaching as Attunement: Relational Grounds of HOTS Facilitation -- Chapter 4. Research as Encounter: Phenomenologising HOTS Facilitation -- Part II: Navigating Educators’ Lifeworlds: Lived Experiences of HOTS Facilitation -- Chapter 5. Reflection as Praxis: A Hermeneutics of HOTS Facilitation -- Chapter 6. Portraits of Praxis: Persona Vignettes of HOTS Facilitation -- Chapter 7. Unearthing the Pillars: Thematic Pathways into HOTS Facilitation -- Part III: Emerging Horizons – Rethinking HOTS for Contemporary Contexts -- Chapter 8. Thinking Otherwise in a Digital Landscape – HOTS and Technological Mediation -- Chapter 9. The Cards of Insight: Tools for Embodied Professional Growth in HOTS Facilitation -- Chapter 10. Dwelling in Possibility: Culminating Pathways in a Phenomenology of HOTS.“This book provides an accessible, bold foray into the important topic of Higher-Order Thinking Skills. A must-read for the educator wanting to engage at a more fundamental level with the meaning of learning in higher education.” – Andreas Walmsley, Plymouth Marjon University, UK This book offers an immersive exploration of how Higher-Order Thinking Skills (HOTS) are nurtured in higher education, drawing on phenomenological research and innovative methodology. It challenges the idea that HOTS can be instilled through strategies alone, instead revealing the lived experiences of educators navigating complexity, emotion and deep pedagogical care. The author introduces two original methodological tools - the Persona Vignette (PV) and Immersive Practitioner Inquiry (IPI) frameworks - which bridge phenomenological research and reflective practice. These contribute to what she terms praktognostic knowledge: a synthesis of pedagogical experience and theoretical insight, emerging through sustained, reflexive engagement. Through richly illustrated educator vignettes and phenomenological themes, the book explores HOTS facilitation as an embodied, relational practice within complex institutional settings. The book also connects HOTS with future-facing capabilities such as risk-taking, adaptability, resilience and metacognitive reflection - skills associated with entrepreneurial learning - and offers a conceptual contribution by linking pedagogical challenges with deeper philosophical roots, including embedded cognition and relational knowing. This book will be of value to those working in educator development, learning innovation and reflective pedagogy, as well as researchers exploring phenomenology, academic identity and critical thinking. Felicity Healey-Benson is a systems-thinking educational consultant (founder of Emergent Thinkers™), phenomenological researcher, and doctoral supervisor. With 25+ years across education, enterprise, and civic innovation, she lectures on innovation and entrepreneurship at the University of Gloucestershire, and supervises doctoral research across education, arts, humanities, and business at University of Wales Trinity Saint David, UK. Formerly Lead Researcher in Entrepreneurial Learning, she co-founded the Harmonious Entrepreneurship Society and hanfod.NL, advancing phenomenological inquiry in education and technology.Education SeriesEducation, HigherTeachingCritical thinkingMaturation (Psychology)PhenomenologyHigher EducationPedagogyCritical ThinkingPersonal DevelopmentPhenomenologyEducation, Higher.Teaching.Critical thinking.Maturation (Psychology)Phenomenology.Higher Education.Pedagogy.Critical Thinking.Personal Development.Phenomenology.370.152Healey-Benson Felicity1765489MiAaPQMiAaPQMiAaPQBOOK9911054596103321Developing Higher-Order Thinking Skills in Higher Education4529204UNINA