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Author: Keir Brooks Sterling
Publisher:
ISBN:
Category : Military biography
Languages : en
Pages : 88
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Book Description
Author: Keir Brooks Sterling
Publisher:
ISBN:
Category : Military biography
Languages : en
Pages : 88
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Book Description
Author: Dennis Snow
Publisher: John Wiley & Sons
ISBN: 0470503807
Category : Business & Economics
Languages : en
Pages : 261
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Book Description
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author: Carolyn Dewar
Publisher: Simon and Schuster
ISBN: 1982179678
Category : Business & Economics
Languages : en
Pages : 384
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Book Description
"Based on extensive interviews with today's . . . corporate leaders, this look at how the best CEOs do their jobs focuses on the mindsets and actions that foster an environment of excellence"--
Author: Ruth N. Bolton
Publisher: Business Expert Press
ISBN: 1631573721
Category : Business & Economics
Languages : en
Pages : 207
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Book Description
The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
Author: Jeffrey K. Liker
Publisher: McGraw Hill Professional
ISBN: 1259641112
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer. With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing. Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.
Author: Paul Buyer
Publisher: Morgan James Publishing
ISBN: 1614481776
Category : Business & Economics
Languages : en
Pages : 93
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Book Description
“Weaves together thoughts, stories, and quotes from top performers in music, business, and sports to help you achieve excellence” (Jeff Janssen, founder and president of the Janssen Sports Leadership Center). Does excellence relentlessly drive you? Does mediocrity constantly bother you? In Working Toward Excellence, Clemson University professor Paul Buyer identifies eight values for achieving excellence in work and life including hunger, effort, process, quality, consistency, leadership, time, and perseverance. Each chapter features inspiring stories, questions, and quotes from respected professionals who have achieved uncommon success in business, sports, education, and the arts such as John Maxwell, Jim Collins, Stephen Covey, John Wooden, Mike Krzyzewski, Wynton Marsalis, Isaac Stern, and many others. Also included is a Working Toward Excellence Evaluation to help you and your organization reach your true potential and further develop, improve, and measure these essential attributes of success. “Working Toward Excellence has captures my attention in a big way. It is filled with valuable and practical information. It will make a major difference in your life.” —Pat Williams, Orlando Magic, senior vice president, author of Leadership Excellence
Author: Andreas J. Köstenberger
Publisher: Crossway
ISBN: 1433530511
Category : Religion
Languages : en
Pages : 272
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Book Description
We are called to excellence in all aspects of our lives and activities, and not least in our character. Andreas Köstenberger summons all Christians, and especially aspiring pastors, scholars, and teachers, to a life of virtue lived out in excellence. Köstenberger moves through Christian virtues chapter by chapter, outlining the Bible’s teaching and showing how Christ-dependent excellence in each area will have a profound impact on one’s ministry and scholarship. Virtues covered include grace, courage, integrity, creativity, eloquence, humility, diligence, and service. This unique book is an important character check for all Christians engaged in teaching and ministry, and especially for those in training. Köstenberger’s thoughtful volume will be a valuable touchstone for readers, for one’s character is a critical matter in both scholarship and ministry.
Author: C. David Crouch
Publisher: iUniverse
ISBN: 1532083300
Category : Business & Economics
Languages : en
Pages : 166
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Book Description
"Nobody understands the science of excellence like David Crouch." - Stephen M.R. Covey Creating excellence is an applied science. Drawing upon the experience of successful teams and their leaders, "12 Steps to Excellence" captures the essence of team excellence in an easy-to-execute method anyone can employ. Building a great team is a discipline that can be learned. How do you talk about the work you do? What’s the main thing your team is trying to accomplish? What do you value so strongly that you’re not willing to compromise along the way? How do customers define your quality and how do you measure it? Are you and everyone on your team building strong customer relationships? Are you impressing your customer so much that they will voluntarily and passionately talk positively to others about you? Is everyone on your team fully engaged in the work? Are you making positive forward progress? Do you have a viable strategic plan? Are you tapping into the Pareto Principle of Leadership Excellence? Can you measure all of these things? In his warm and eloquent style, David shows us step-by-step how to build a great team and organization. He gives us the framework, language, and process so that we not only have knowledge and understanding of the steps required, we also have the tools to achieve it.
Author:
Publisher:
ISBN:
Category : Food service
Languages : en
Pages : 18
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Book Description
Author: Lior Arussy
Publisher: Information Today, Inc.
ISBN: 9780910965798
Category : Consumer satisfaction
Languages : en
Pages : 248
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Book Description
Addressing various levels of the corporate ladder, from customer service to the CEO, this handbook explores "The Excellence Myth," revealing a philosophy of excellence to help individuals and organisations reach their performance potential.
