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Author: Jeff Toister
Publisher:
Published: 2017
Total Pages: 0
ISBN-13:
DOWNLOAD EBOOKThis book is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees, And explore ways to strategically align every facet of your organization with outstanding service.--
Author: Jeff Toister
Publisher: AMACOM/American Management Association
Published: 2013
Total Pages: 210
ISBN-13: 0814431992
DOWNLOAD EBOOKWhat causes poor customer service? You might be surprised.
Author: Jeff Toister
Publisher: Toister Performance Solutions
Published: 2019-03-15
Total Pages: 219
ISBN-13: 9780578433363
DOWNLOAD EBOOKAre you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I
Author: Shep Hyken
Publisher: Greenleaf Book Group
Published: 2013-09-03
Total Pages: 249
ISBN-13: 1626340102
DOWNLOAD EBOOKYou must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Author: Disney Institute
Publisher:
Published: 2003-06
Total Pages: 212
ISBN-13:
DOWNLOAD EBOOKForeword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.
Author: Neal M. Ashkanasy
Publisher: SAGE
Published: 2011
Total Pages: 665
ISBN-13: 1412974828
DOWNLOAD EBOOKThe Second Edition provides an overview of current research, theory and practice in this expanding field. The editorial team and the authors come from diverse professional and geographical backgrounds, and provide an unprecedented coverage of topics relating to both culture and climate of modern organizations.
Author: Wilfried Raussert
Publisher: Routledge
Published: 2020-03-02
Total Pages: 541
ISBN-13: 1351064681
DOWNLOAD EBOOKExploring the culture and media of the Americas, this handbook places particular emphasis on collective and intertwined experiences and focuses on the transnational or hemispheric dimensions of cultural flows and geocultural imaginaries that shape the literature, arts, media and other cultural expressions in the Americas. The Routledge Handbook to the Culture and Media of the Americas charts the pervasive, asymmetrical flows of cultural products and capital and their importance in the development of the Americas. The volume offers a comprehensive understanding of how inter-American communication is constituted, framed and structured, and covers the artistic and political dimensions that have shaped literature, art and popular culture in the region. Forty-six chapters cover a range of inter-American key concepts and dynamics, divided into two parts: Literature and Music deals with inter-American entanglements of artistic expressions in the Western Hemisphere, including music, dance, literary genres and developments. Media and Visual Cultures explores the inter-American dimension of media production in the hemisphere, including cinema and television, photography and art, journalism, radio, digital culture and issues such as freedom of expression and intellectual property. This multidisciplinary approach will be of interest to a broad array of academic scholars and students in history, sociology, political science; and cultural, postcolonial, gender, literary, globalization and media studies.
Author: Ron Kaufman
Publisher:
Published: 2012
Total Pages: 0
ISBN-13: 9780984762507
DOWNLOAD EBOOKKaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
Author: V. Vale
Publisher: V/Search
Published: 1983-01-01
Total Pages: 140
ISBN-13: 9780965046961
DOWNLOAD EBOOKReference guide to the performance artists & musicians of the Industrial Culture movement: SRL, Throbbing Gristle, Cabaret Voltaire, SPK, Non, Monte Cazazza, Johanna Went, Sordide Sentimental, R&N, and Z'ev. Topics discussed: brain research, forbidden medical texts & films, creative crime & criminals, modern warfare & weaponry, gore films & their directors, psychotic lyrics in past pop songs, art brut.
Author: Susan Cartwright
Publisher: John Wiley & Sons
Published: 2001-03-30
Total Pages: 646
ISBN-13:
DOWNLOAD EBOOKOrganizational culture and climate continues to engage academic interest and debate. Culture has increasingly been linked to a diverse range of individuals and organizational behaviours. However, despite the international interest and importance of the concept, the dominant literature in this field has tended to reflect an Anglo-US model and perspective. There are no significant texts which have attempted to combine and integrate the more traditional with the more emergent perspective. This book will be the first volume to offer authoritative, critical and comprehensive discussion and information on the topic. It will review the current state of the art in terms of the theoretical and methodological issues and problems and it will consider future research directions.
