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Author: Galen R. Collins
Publisher:
ISBN: 9780757592188
Category : Hospitality industry
Languages : en
Pages : 0
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Book Description
After reading this book, you will never feel the same about service professionals. They are pivotal in making or breaking customer relationships. However, being a service professional has never been more difficult. In many service organizations, the gap is widening between what they can deliver and what customers expect. Many service professionals are quitting their jobs. Many more, under fire from disgruntled customers, are experiencing unprecedented stress. We call this phenomenon the customer service syndrome (CSS). The purpose of this book is to provide strategies and tactics for combating CSS and achieving sustainable high customer satisfaction. While customer service is of paramount importance in sustaining profitability, many hospitality businesses continue to struggle with delivering consistent, quality service because it is often treated as a static, isolated event rather than as a function of the total business enterprise. This book is unique because it positions customer service as an outcome of the total system. You will gain an understanding of how various organizational elements (e.g., hiring, marketing, training, support systems, physical plant, human resource practices, supervision, policies and procedures, technology systems, etc.) work together to promote the successful delivery of customer service. You will also learn how to align service expectations and experiences and to create comfortable customer service environments in which service professionals are encouraged to use their talents and expertise. Overcoming CSS and creating sustainable, quality service experiences requires service businesses to drastically rethink how service professionals fit into the profit equation. They will discover that people who serve others are of paramount importance and are often significantly under-valued and under-invested. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals. There is a need to approach the management of the service system in creative and productive new ways. The last chapter is a 28-day service journal for each reader s growth in awareness and understanding of customer service issues. We wish you all a successful journey through life. eBook Version You will receive access to this electronic text via email after using the shopping cart above to complete your purchase "
Author: Galen R. Collins
Publisher:
ISBN: 9780757592188
Category : Hospitality industry
Languages : en
Pages : 0
Get Book
Book Description
After reading this book, you will never feel the same about service professionals. They are pivotal in making or breaking customer relationships. However, being a service professional has never been more difficult. In many service organizations, the gap is widening between what they can deliver and what customers expect. Many service professionals are quitting their jobs. Many more, under fire from disgruntled customers, are experiencing unprecedented stress. We call this phenomenon the customer service syndrome (CSS). The purpose of this book is to provide strategies and tactics for combating CSS and achieving sustainable high customer satisfaction. While customer service is of paramount importance in sustaining profitability, many hospitality businesses continue to struggle with delivering consistent, quality service because it is often treated as a static, isolated event rather than as a function of the total business enterprise. This book is unique because it positions customer service as an outcome of the total system. You will gain an understanding of how various organizational elements (e.g., hiring, marketing, training, support systems, physical plant, human resource practices, supervision, policies and procedures, technology systems, etc.) work together to promote the successful delivery of customer service. You will also learn how to align service expectations and experiences and to create comfortable customer service environments in which service professionals are encouraged to use their talents and expertise. Overcoming CSS and creating sustainable, quality service experiences requires service businesses to drastically rethink how service professionals fit into the profit equation. They will discover that people who serve others are of paramount importance and are often significantly under-valued and under-invested. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals. There is a need to approach the management of the service system in creative and productive new ways. The last chapter is a 28-day service journal for each reader s growth in awareness and understanding of customer service issues. We wish you all a successful journey through life. eBook Version You will receive access to this electronic text via email after using the shopping cart above to complete your purchase "
Author: Galen R. Collins
Publisher:
ISBN: 9781465289568
Category :
Languages : en
Pages :
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Book Description
Author: Galen R. Collins
Publisher:
ISBN: 9780757501098
Category : Customer relations
Languages : en
Pages : 0
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Book Description
Author: John J. Miksa
Publisher: AuthorHouse
ISBN: 1438998902
Category : Business & Economics
Languages : en
Pages : 158
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Book Description
The Great Global Recession has rumbled through the worlds economies like a freight train out of control and wreaked havoc with businesses both large and small in every industry. Fewer customers are spending less and demanding more satisfaction with every purchase. And as companies continue to reduce the size of their workforces, employees are challenged as never before to maintain and improve customer satisfaction. How can employees at every level in a company contribute to delivering uniquely human customer service? How can they learn to overcome using robot-like responses to address customer service issues? What mustevery employee learn to do tohelp transformtheir companys customer service into a competitive advantage? In his book, The Robot Syndrome, John presents a highly practical set of Adaptive Service Principles and companion Pointers to address what may be todays most pressing business issue. Using an entertaining combination of wit, common sense, and practical advice, he presents a new way to help companies achieve and sustain the highest possible level of customer satisfaction. By using the principles and pointers that he sets forth, individuals will become more adaptive and will learn to unleash the power of their minds and the uniquely human traits of their hearts, one customer interaction at a time.
Author:
Publisher:
ISBN: 9781524929909
Category :
Languages : en
Pages :
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Book Description
Author: Faculty Awards
Publisher: CRC Press
ISBN: 1000819485
Category : Education
Languages : en
Pages : 1209
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Book Description
Created by professors for professors, the Faculty Awards compendium is the first and only university awards program in the United States based on faculty peer evaluations. The Faculty Awards series recognizes and rewards outstanding faculty members at colleges and universities across the United States. Voting was not open to students or the public at large.
Author: David X. Cifu
Publisher: Demos Medical Publishing
ISBN: 1936303043
Category : Biography & Autobiography
Languages : en
Pages : 266
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Book Description
David Cifu and Cory Blake work at the Hunter Holmes McGuire Polytrauma Center (one of only four in the country) providing intensive rehabilitation care to veterans and service members who experienced injuries to multiple organ systems. This type of injury
Author: Kelly C. Allison
Publisher: New Harbinger Publications
ISBN: 1608827305
Category : Self-Help
Languages : en
Pages : 186
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Book Description
The statistics are powerful and alarming: Perhaps as many as 6 million Americans suffer from night eating syndrome, or NES, a newly identified eating disorder which describes behavior patterns in which an individual obsessively consumes more than half of his or her daily caloric intake after eight o'clock in the evening. More significant is the further finding that more than 33 percent of morbidly obese individuals, persons who are 100 or more pounds overweight, are affected by this disorder. Experts agree that NES shares characteristics of not only eating disorders but also sleep and mood disorders. Sufferers tend to exhibit symptoms such as feelings of anxiety and guilt, insomnia, or interrupted sleep. Typical NES behaviors include absent appetite during the day, a consistent pattern of eating more food after dinner than during the meal itself, and recurrent episodes of waking and eating throughout the night. This book offers a step-by-step strategy for managing and overcoming this disorder. From this book, you will first learn to identify the signs of NES, and then use journaling exercises to discover what automatic thoughts surround your night eating. Having identified the problematic behaviors, you'íll find out how to break theses patterns with healthier food choices, more structured mealtimes, and a series of relaxation and visualization techniques.
Author: Terry Kirsten Strom
Publisher: Simon and Schuster
ISBN: 074321899X
Category : Medical
Languages : en
Pages : 292
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Book Description
Millions of Americans follow the "best" medical advice every day to prevent heart attacks -- eating the standard low-fat, high-carbohydrate diet so widely recommended by doctors -- but in fact they are placing themselves at greater risk for heart disease. In Syndrome X: Overcoming the Silent Killer That Can Give You a Heart Attack, Dr. Gerald Reaven, the world-renowned physician who identified and named this silent killer, explains why the standard heart-healthy diet can be dangerous and lays out a simple six-step program to reduce the risk of heart disease for everyone. The problem stems from a little-known cluster of metabolic abnormalities known as Syndrome X. The insulin resistance that lies at the heart of the syndrome can turn normal rules of good health upside down and dramatically increase the risk of heart disease. Fortunately, Syndrome X can be cured. This important book explains how to identify the disorder and provides a program of diet and exercise (plus medication when necessary) that can render Syndrome X harmless. Tested in carefully controlled research settings and in practice, this remarkable new approach has the ability to reduce the risk of heart attacks and heart disease for all of us. Dr. Reaven shows how eating a diet relatively high in "good" fats (40 percent of calories) can dramatically lower the risk of heart disease if you have Syndrome X. The approach seems paradoxical: Everyone "knows" that fat is bad, so how can more fat possibly lead to better health? The answer lies in the type of fat and the body chemistry of the people who consume it. If you have the abnormal metabolism called Syndrome X, eating a low-fat, high-carbohydrate diet to lower your LDL and blood fats won't protect you. In fact, doing so will increase the odds of heart disease. Millions of Americans have the potentially deadly, yet easily identifiable signs of Syndrome X -- but few cases are detected in time, because most physicians don't know what to look for. This trailblazing book will change that, making doctors and patients aware of the problem -- and its easy solution, an integrated program of diet and exercise that simultaneously reduces all the risk factors for heart disease, including Syndrome X. Dr. Reaven's discovery of Syndrome X has shown us that the standard approach to preventing heart disease is dangerous for many of us. Now, his safe, proven new approach explains how millions can drastically reduce their risk of heart disease. His program works not only for those who have Syndrome X, but also for anyone who simply wants to reduce the risk of heart disease.
Author: Lisa Orbé-Austin
Publisher: Ulysses Press
ISBN: 1646040244
Category : Self-Help
Languages : en
Pages : 152
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Book Description
Stop letting impostor syndrome hold you back! This guided workbook of interactive exercises and research-backed activities will help you conquer self-doubt, realize your true worth, and enjoy your success. How many times have you thought that everyone is crushing it except you? How often have you looked at one of your accomplishments and attributed it to luck or the help of others? It can be difficult to acknowledge our own successes and skills, and overcome the feeling of being an impostor. But moving past that feeling is crucial to continuing down the path to even greater success and happiness. Own Your Greatness will give you all the tools you need to recognize and overcome the impostor syndrome that is holding you back. Packed full of research- and therapy-backed exercises, prompts, and activities, this interactive workbook will help you: Identify the root causes of your impostor syndrome Recognize your natural skills and strengths Gain the confidence to lead Speak up for yourself Feel comfortable receiving and giving praise With this book, you’ll acknowledge the skills you bring to the table, understand that you truly deserve your success, and take steps to a successful, happy, and fulfilled life.
