{"product_id":"employee-management-and-customer-service-in-the-retail-industry-isbn-9780471723240","title":"Employee Management and Customer Service in the Retail Industry","description":"\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.  Preface.  \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 \u003cp\u003e\u003cb\u003eGary Heil\u003c\/b\u003e is an educator, business consultant, and expert on leadership, service quality, and change management. Founder of The Center for Innovative Leadership, Heil is a highly regarded speaker and frequent commentator on radio and television and has served on the Board of Examiners for the Malcolm Baldrige Quality Award. He is also the coauthor of Maslow on Management and Leadership and the Customer Revolution.\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChris Thomas\u003c\/b\u003e is a professional writer from Boise, Idaho.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989126463717,"sku":"NP9780471723240","price":128.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780471723240.jpg?v=1761782902","url":"https:\/\/k12savings.com\/es\/products\/employee-management-and-customer-service-in-the-retail-industry-isbn-9780471723240","provider":"K12savings","version":"1.0","type":"link"}