{"product_id":"employee-management-and-customer-service-in-the-retail-industry-paperback-softback-9780471723240","title":"Employee Management and Customer Service in the Retail Industry (Paperback \/ softback) 9780471723240","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eEmployee Management and Customer Service in the Retail Industry\u003c\/font\u003e\u003cbr\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003c\/p\u003e\n\u003cp\u003e\u003cfont size=\"4\"\u003eChris Thomas (Author), Gary Heil (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780471723240, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003ePaperback \/ softback, published 10 August 2005\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e208 pages, Photos: 3 B\u0026amp;W, 0 Color; Drawings: 10 B\u0026amp;W, 0 Color\u003cbr\u003e24.2 x 19 x 1.2 cm, 0.367 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003ci\u003eEmployee Management and Customer Service in the Retail Industry\u003c\/i\u003e, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager’s natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003ePreface.  \u003cp\u003eCHAPTER 1: HIRING GOOD PEOPLE.\u003c\/p\u003e \u003cp\u003eThe Job Description.\u003c\/p\u003e \u003cp\u003eFinding Employees.\u003c\/p\u003e \u003cp\u003eInterviewing Job Candidates.\u003c\/p\u003e \u003cp\u003eBackground Checks.\u003c\/p\u003e \u003cp\u003eSelecting a Candidate.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eEndnotes.\u003c\/p\u003e \u003cp\u003eCHAPTER 2: FEDERAL EMPLOYMENT LAWS.\u003c\/p\u003e \u003cp\u003eFederal Wage-Related Laws.\u003c\/p\u003e \u003cp\u003eFederal Health and Safety Laws.\u003c\/p\u003e \u003cp\u003eFederal Benefits Laws.\u003c\/p\u003e \u003cp\u003eFederal Antidiscrimination Laws.\u003c\/p\u003e \u003cp\u003eSexual Harassment and Wrongful Discharge.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eEndnotes.\u003c\/p\u003e \u003cp\u003eCHAPTER 3: MANAGING PEOPLE EFFECTIVELY.\u003c\/p\u003e \u003cp\u003eThe Accountability Dilemma.\u003c\/p\u003e \u003cp\u003eCooperation vs. Competition.\u003c\/p\u003e \u003cp\u003eBuilding Cooperation.\u003c\/p\u003e \u003cp\u003eThe Workplace “Caste System”.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eCHAPTER 4: MANAGING UNION EMPLOYEES.\u003c\/p\u003e \u003cp\u003eA Brief History of Labor Unions.\u003c\/p\u003e \u003cp\u003eTypes of Unions.\u003c\/p\u003e \u003cp\u003eThe Grievance Process.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eEndnotes.\u003c\/p\u003e \u003cp\u003eCHAPTER 5: EMPLOYEE BENEFITS.\u003c\/p\u003e \u003cp\u003eA Bit of Benefits Background.\u003c\/p\u003e \u003cp\u003eHealth Care Coverage and Costs.\u003c\/p\u003e \u003cp\u003eGuaranteed Income Plans.\u003c\/p\u003e \u003cp\u003eOther Types of Benefits.\u003c\/p\u003e \u003cp\u003eBuilding in Maximum Flexibility.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eEndnotes.\u003c\/p\u003e \u003cp\u003eCHAPTER 6: RETENTION AND MOTIVATION.\u003c\/p\u003e \u003cp\u003eThe Case for Employee Retention.\u003c\/p\u003e \u003cp\u003eStructure Drives Behavior.\u003c\/p\u003e \u003cp\u003eWhy Workers Leave.\u003c\/p\u003e \u003cp\u003eThe Role of Change.\u003c\/p\u003e \u003cp\u003eLearning From Goodbyes.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eEndnotes.\u003c\/p\u003e \u003cp\u003eCHAPTER 7: BUILDING CORE VALUES.\u003c\/p\u003e \u003cp\u003eRegaining Trust.\u003c\/p\u003e \u003cp\u003eRetail-Specific Values.\u003c\/p\u003e \u003cp\u003eCorporate Citizenship.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eEndnotes.\u003c\/p\u003e \u003cp\u003eCHAPTER 8: MANAGING IN DIFFICULT SITUATIONS.\u003c\/p\u003e \u003cp\u003eDrug Abuse in the Workplace.\u003c\/p\u003e \u003cp\u003eOff-the-Clock Work.\u003c\/p\u003e \u003cp\u003eThe Smoke-Free Workplace.\u003c\/p\u003e \u003cp\u003eWorkplace Violence.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eEndnotes.\u003c\/p\u003e \u003cp\u003eCHAPTER 9: CUSTOMER SERVICE AND RELATIONSHIP BUILDING.\u003c\/p\u003e \u003cp\u003eBusiness as a Human Endeavor.\u003c\/p\u003e \u003cp\u003eThe Service-savvy Employee.\u003c\/p\u003e \u003cp\u003eIdeas, Large and Small.\u003c\/p\u003e \u003cp\u003eChanging the Service Mind-set.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eEndnotes.\u003c\/p\u003e \u003cp\u003eCHAPTER 10: RETAIL TECHNOLOGY AND TRENDS.\u003c\/p\u003e \u003cp\u003eTechnology and Workplace Privacy.\u003c\/p\u003e \u003cp\u003eTemporary Workers.\u003c\/p\u003e \u003cp\u003eFree Speech and Blogging.\u003c\/p\u003e \u003cp\u003eCompeting with E-commerce.\u003c\/p\u003e \u003cp\u003eChapter Summary.\u003c\/p\u003e \u003cp\u003eDiscussion Questions.\u003c\/p\u003e \u003cp\u003eEndnotes.\u003c\/p\u003e \u003cp\u003eGlossary.\u003c\/p\u003e \u003cp\u003eIndex.\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52298043654424,"sku":"9780471723240","price":133.27,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780471723240.jpg?v=1781732223","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/employee-management-and-customer-service-in-the-retail-industry-paperback-softback-9780471723240","provider":"Freshly Printed Books","version":"1.0","type":"link"}