TAILIEUCHUNG - Delivering Knock Your Socks Off Service

Serving customers. The two words cover so much. Answering questions. Solving problems. Untangling corporate logjams. Fixing what's broken and finding what's lost. Soothing the irate and reassuring the timid. And time after time, performing the business equivalent of pulling a rabbit out of a hat: Matching people who do business with you with just the right products, services, and solutions. | THIRD EDITION Performance Research Associates Inc. Performance Research Associates Delivering KnpeK Your Socks pff Service Third Edition Revisions by Ron Zemke AMACOM American Management Association New York Atlanta Brussels Buenos Aires Chicago London Mexico City San Francisco Shanghai Tokyo Toronto Washington D. c. Special discounts on bulk quantities of AMACOM books are available to corporations professional associations and other organizations. For details contact Special Sales Department AMACOM a division of American Management Association 1601 Broadway New York NY 10019. Tel. 212-903-8316. Fax 212-903-8083. Web site WWW. cnnarvim scd f .oi- 0 This publication isdesignod to provide accurateand authoritative informa lonm ttydtothetk 1101 . . covered. It is sold wdth thewderstandmg thatthepublisher is not engaged in rendenAntlegagacr r iO ther professional service. If legal advice or other expert assistance is required the services of a competent professional person should be sought. Library of CongressCatalogrnfi- bhaatkidData Zemke Bon. Delivering knockydderedksaffaatdKd tn Ro iiZomN . 3ra t d. p. cm. Bev. ed. of Delivering Krístío Anderson Ron Zemke. 1998. Includes indea. ISBN 0-8144-0dre-X 1. Customer oistin. ogl 2- Delreeaingknork your socks off servisea . .Z4593 2002 12 dc21 2002011115 Delivering Knock YouRVkcgnOFFSERViGE AND Customer from Hell are registered tractemarksafPebformance Research Associates Inc. 2003 Bl . All rights reserved. Printed in the Untied statkdhlAmerica. Artwork 2003 JohnBush This publication may not be reproduced stored in a ri lrio hjlby lcm. or transmitted ip whnetis oiUnpcitl in any form or lradyỊt aasi eu cd on mechanical photocopying recording or otherwise without the priprwnttenpermisrisu oVAMACOM a division of American Management Association 1601 Broadway Ng a Printing numbe.

• Tài chính doanh nghiệp
• Fundamental Principles
• Knock Socks
• Winning Words
• Soothing Phrases
• Service Recovery
• Party Hearty
• Accounting principles
• Fundamental accounting principles
• Lecture Fundamental accounting principles
• Accounting information systems
• Fundamental system principles
• Technology based accounting systems
• Managerial accounting
• Managerial cost
• Reporting manufacturing activities
• Cost allocation
• Performance measurement
• Departmental accounting
• Capital budgeting
• Managerial decisions
• Managerial decision scenarios
• Accounting information
• Financial accounting
• Recording transactions
• Analyzing transactions
• Trial balance
• Adjusting accounts
• Preparing financial statements
• Accounting cycle
• Completing the accounting cycle
• Classified balance sheet
• Merchandise operations
• Accounting for merchandise operations
• Merchandising activities
• Inventory costing
• Inventory costs
• Inventory errors
• Internal controls
• Control of cash
• Banking activities
• Accounting for receivables
• Notes receivable
• Disposal of receivables
• Plant assets
• Natural resources
• Intangible assets
• Current liabilities
• Payroll accounting
• Estimated liabilities
• Accounting for partnerships
• Partnership form of organization
• Basic partnership accounting