Sean McManus

The Interviewers Pocketbook has had a major overhaul in this new third edition and now focuses exclusively on the recruitment interview. The opening chapters look in detail at the necessary skills for conducting an interview: questioning techniques, listening skills and interpretation of body language. Types of question are explored, with ways in which to use them, as well as questions to avoid asking, while a helpful example interview shows the techniques in action. Later chapters cover preparing for and conducting the interview, including looking at job descriptions and specifications, preparing evidence questions, and evaluation of candidates.

The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.

¿Te gustaría aprender a programar videojuegos y páginas web?Desde escribir sencillas instrucciones de codificación usando el programa Scratch hasta adquirir los conocimientos para crear tu propio juego de ordenador o incluso de diseñar tu propia pagina web, en este libro encontraras todas las respuestas a tus preguntas.