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Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
by Steve CurtinGreat customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering "superior" service, consumers estimated the number at a mere 8 percent. The problem, according to service expert Steve Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction--and transactional service does not make a lasting positive impression or inspire loyalty. In Delight Your Customers, Curtin reveals three elements common to all exceptional service experiences. He also makes a compelling case that attention needs to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm, providing pleasant surprises, and delivering service heroics when needed. Illustrated with real-world stories and examples, this refreshing guide helps readers everywhere take their customer service from ordinary to extraordinary.
Delinquent: Inside America's Debt Machine
by Elena BotellaA consumer credit industry insider-turned-outsider explains how banks lure Americans deep into debt, and how to break the cycle. Delinquent takes readers on a journey from Capital One’s headquarters to street corners in Detroit, kitchen tables in Sacramento, and other places where debt affects people's everyday lives. Uncovering the true costs of consumer credit to American families in addition to the benefits, investigative journalist Elena Botella—formerly an industry insider who helped set credit policy at Capital One—reveals the underhanded and often predatory ways that banks induce American borrowers into debt they can’t pay back. Combining Botella’s insights from the banking industry, quantitative data, and research findings as well as personal stories from interviews with indebted families around the country, Delinquent provides a relatable and humane entry into understanding debt. Botella exposes the ways that bank marketing, product design, and customer management strategies exploit our common weaknesses and fantasies in how we think about money, and she also demonstrates why competition between banks has failed to make life better for Americans in debt. Delinquent asks: How can we make credit available to those who need it, responsibly and without causing harm? Looking to the future, Botella presents a thorough and incisive plan for reckoning with and reforming the industry.
El delirio del crecimiento
by David Pilling«Pilling es un guía sabio, informado y viajado. Su escepticismo respecto al PIB representa un inestimable primer paso si de lo que se trata es de hacer las cosas mejor. Un verdadero logro.»Angus Deaton, premio Nobel de Economía Los economistas y su culto al crecimiento se han apoderado de la política. Según su sistema de medida por antonomasia, el producto interior bruto, deberíamos ser más ricos o felices que nunca. David Pilling, uno de los más prestigiosos y premiados periodistas económicos, demuestra la insensatez de nuestra dependencia de ese concepto arbitrario, limitado y engañoso que nos empeñamos en tomar como signo de bienestar. Muchos de los aspectos clave de nuestro bienestar, desde el aire limpio hasta la estabilidad laboral, están fuera del alcance de nuestra medida estándar de éxito. Durante demasiado tiempo, la economía se ha basado en un lenguaje que no resuena con la experiencia real de las personas. Según Pilling, nuestra devoción por el PIB conforma las políticas equivocadas, contribuye a la desconfianza creciente de los ciudadanos y sacude los cimientos de nuestra democracia. El delirio del crecimiento revela las tendencias ocultas de nuestra tradición económica y explora alternativas al PIB, desde medidas de riqueza, igualdad y sostenibilidad hasta el concepto de bienestar subjetivo. Provocador, autorizado y tremendamente revelador, ofrece propuestas ingeniosas e inesperadas sobre cómo podemos responder a las necesidades reales en lugar de perseguir el crecimiento a cualquier precio. La crítica ha dicho:«Una respuesta perspicaz e ingeniosa a una pregunta esencial: ¿qué es exactamente el crecimiento y cómo puede aprovecharse para mejorar las vidas de las personas?»Kofi Annan «De lectura obligada para cualquier interesado en hacer del mundo un lugar mejor. Casi un milagro.»Ha-Joon Chang «Directo al corazón del problema, capta con todos los matices por qué el PIB es una estadística tan estrafalaria -y algunos dirían, incluso, francamente engañosa-.»Felix Martin, The Financial Times «Potente y cautivador. Pilling comenzó a cuestionar el culto al PIB y no pudo parar. Tiene razón: el maleficio debe romperse.»Philip Aldrich, The Times «El bienvenido antídoto contra el evangelio según el PIB.»David Smith, The Sunday Times «Rara vez, por no decir nunca, me veo recomendando un libro de economía que sea al mismo tiempo importante y francamente divertido.»Jared Bernstein, The Washington Post «Ágil y adictivo. Una investigación maravillosamente cosmopolita.»Adam Tooze, The Guardian «Excelente. La defensa de la búsqueda de mejores formas de medir la prosperidad va cobrando cada vez más fuerza.»Rohan Silva, The Evening Standard «Un bicho raro: un libro de economía bien escrito, accesible y -no lo digan muy alto- ¡entretenido! Ingenioso y bien documentado, es una excelente guía para eludir las trampas y deficiencias del PBI.»New Internationalist «Magistral. Es sorprendente cómo un estudio sobre el PIB y el crecimiento puede brillar con tal ingenio y agudeza. David Pilling logra semejante hazaña.»Nature «Si intuían que el PIB no se traduce necesariamente en mayor bienestar, Pilling les demostrará convincentemente por qué tenían razón. Uno de los columnistas más brillantes de The Financial Times ha escrito un libro que se convertirá en un clásico.»Jagdish Bhagwati «Fascinante y revelador, El delirio del crecimiento no se limita a contar por qué el emperador va desnudo, sino que también revela que, de entrada, ni siquiera se trata del emperador.»David Mitchell, autor de El atlas de las nubes
Deliver--Building an Organization That Creates Promoters: Winning Over Customers Day After Day
by Rohit Deshpande Fred ReichheldThe battle to convert customers into promoters for the organization can be won only if frontline employees are promoters themselves. This chapter looks at the strategies implemented by companies to win over customers on a daily basis. This chapter was originally published as Chapter 8 of "The Ultimate Question: Driving Good Profits and True Growth."
Deliver Great Training Courses In A Week: Lead An Outstanding Training Course In Seven Simple Steps
by Martin ManserTraining just got easierYou have probably been on both good and bad training courses. Unfortunately, it may be the bad ones that you remember - perhaps the content was badly ordered, the arrangements were poor, the speaker was boring. How can you prepare for and lead an outstanding training course? In this book we will show you how.Sunday: What is training? What are you aiming to achieve? What are the basic different styles in which colleagues learn - and in which trainers train? What overall points should you consider and what practical arrangements do you need to think about, for example on timing and venue?Monday: Identify the training needs clearly How to analyse participants' training needs, using various sources; use the needs to define clear learning outcomes that are both SMART and also relevant to participants' real work and jobs.Tuesday: Design the course carefully How to continue to prepare well: think about the points you want to communicate and order them clearly; find a fresh angle; be motivational, inspirational and practical; write a strong beginning and round off your training well at the end.Wednesday: Plan variety creatively Why the need to change the style of training regularly throughout the session is important to maintain participants' interest and involvement; plan variety; consider different ways to encourage group participation; use visual aids and PowerPoints effectively.Thursday: Implement your plan successfully Go for it! Put all your preparation into practice on the day itself. How will you make a good first impression and make the most of informal times? Body language is important; how will you overcome nerves? Learn how to deal with difficult people.Friday: Evaluate the training thoroughly Why identifying what went well and what didn't go so well is important; checking on 'learning' after the course is essential to determine changed attitudes, behaviour patterns, and so on. Review your training to see if it had its desired effects: if not, reassess and begin the process again.Saturday: Refine your skills constantly You have completed your training course and evaluated it; now learn how to cultivate the qualities of a professional trainer, for example by keeping up to date with your subject, learning from your mistakes and mentoring a colleague to lead training courses.
Deliver the Unexpected
by Richard RobbinsPraise for Deliver the Unexpected"Richard's insights are exactly what entrepreneurs need to read to transform their business in today's new reality."-Margaret Kelly, CEO of RE/MAX International"Deliver the Unexpected is an absolute must-read for any entrepreneur serious about changing the game."-Robin Sharma, bestselling author of The Leader Who Had No Title and The Monk Who Sold His Ferrari"Much more than just a fascinating story and much more than just a book on success. Be ready to come away with knowledge of the principles that will help you take your career and income to a whole new level."-Bob Burg, coauthor of The Go-Giver and author of Endless Referrals"Anyone can beat up on common wisdom. The trick is building something better in its place, and Robbins has done it-big time. Highly recommended."-Michael Port, coauthor of The Contrarian Effect: Why It Pays (BIG) to Take Typical Sales Advice and Do the Opposite"Good news: spending time with Richard Robbins's new book, Deliver the Unexpected, isn't work. This fictional parable makes ingesting a dose of well-thought-out career advice no work at all."-Phil Soper, President & CEO, Brookfield Real Estate Services/Royal LePage"This is a terrific book-entertaining, insightful, and fast-moving. You learn a series of proven, practical methods and techniques to help you build and run a more profitable business."-Brian Tracy, Chairman & CEO, Brian Tracy International
Delivering Aid Differently
by Wolfgang Fengler Homi KharasWe live in a new reality of aid. Gone is the traditional bilateral relationship, the old-fashioned mode of delivering aid, and the perception of the third world as a homogenous block of poor countries in the south. Delivering Aid Differently describes the new realities of a $200 billion aid industry that has overtaken this traditional model of development assistance. As the title suggests, aid must now be delivered differently. Here, case study authors consider the results of aid in their own countries, highlighting field-based lessons on how aid works on the ground, while focusing on problems in current aid delivery and on promising approaches to resolving these problems. Contributors include Cut Dian Agustina (World Bank), Getnet Alemu (College of Development Studies, Addis Ababa University), Rustam Aminjanov (NAMO Consulting), Ek Chanboreth and Sok Hach (Economic Institute of Cambodia), Firuz Kataev and Matin Kholmatov (NAMO Consulting), Johannes F. Linn (Wolfensohn Center for Development at Brookings), Abdul Malik (World Bank, South Asia), Harry Masyrafah and Jock M. J. A. McKeon (World Bank, Aceh), Francis M. Mwega (Department of Economics, University of Nairobi), Rebecca Winthrop (Center for Universal Education at Brookings), Ahmad Zaki Fahmi (World Bank)
Delivering Aid Differently
by Homi Kharas Wolfgang FenglerWe live in a new reality of aid. Gone is the traditional bilateral relationship, the old-fashioned mode of delivering aid, and the perception of the third world as a homogenous block of poor countries in the south. Delivering Aid Differently describes the new realities of a $200 billion aid industry that has overtaken this traditional model of development assistance.As the title suggests, aid must now be delivered differently. Here, case study authors consider the results of aid in their own countries, highlighting field-based lessons on how aid works on the ground, while focusing on problems in current aid delivery and on promising approaches to resolving these problems.Contributors include Cut Dian Agustina (World Bank), Getnet Alemu (College of Development Studies, Addis Ababa University), Rustam Aminjanov (NAMO Consulting), Ek Chanboreth and Sok Hach (Economic Institute of Cambodia), Firuz Kataev and Matin Kholmatov (NAMO Consulting), Johannes F. Linn (Wolfensohn Center for Development at Brookings), Abdul Malik (World Bank, South Asia), Harry Masyrafah and Jock M. J. A. McKeon (World Bank, Aceh), Francis M. Mwega (Department of Economics, University of Nairobi), Rebecca Winthrop (Center for Universal Education at Brookings), Ahmad Zaki Fahmi (World Bank)
Delivering Business Analytics: Practical Guidelines for Best Practice
by Evan StubbsThis groundbreaking resource provides comprehensive coverage across all aspects of business analytics, presenting proven management guidelines to drive sustainable differentiation. Through a rich set of case studies, author Evan Stubbs reviews solutions and examples to over twenty common problems spanning managing analytics assets and information, leveraging technology, nurturing skills, and defining processes. Delivering Business Analytics also outlines the Data Scientist's Code, fifteen principles that when followed ensure constant movement towards effective practice. Practical advice is offered for addressing various analytics issues; the advantages and disadvantages of each issue's solution; and how these solutions can optimally create organizational value. With an emphasis on real-world examples and pragmatic advice throughout, Delivering Business Analytics provides a reference guide on: The economic principles behind how business analytics leads to competitive differentiation The elements which define best practice The Data Scientist's Code, fifteen management principles that when followed help teams move towards best practice Practical solutions and frequent missteps to twenty-four common problems across people and process, systems and assets, and data and decision-making Drawing on the successes and failures of countless organizations, author Evan Stubbs provides a densely packed practical reference on how to increase the odds of success in designing business analytics systems and managing teams of data scientists. Uncover what constitutes best practice in business analytics and start achieving it with Delivering Business Analytics.
Delivering Cancer and Palliative Care Education
by Lorna Foyle Janis HostadThe quality of cancer and palliative care is going through unprecedented change and development as a result of policy initiatives. The impact of these policies on education is unparalleled and it is essential that clinicians and educationalists are aware of the policy formation processes and educational strategies that meet the demands of these changing times. This book takes a holistic approach to patient care and draws on the diverse experience in hospices and highlights best practice to present a comprehensive and practical guide. However, it does more. New topics are given an educational perspective; those with limited educational experience are given sound advice; the implication of policy change is outlined. This is an important book and one which should be read by all clinicians, educators and managers responsible for improving services in cancer and palliative care.
Delivering Data Analytics: A Step-By-Step Guide to Driving Adoption of Business Intelligence from Planning to Launch
by Nicholas KellyThe importance of data analytics is well known, but how can you get end users to engage with analytics and business intelligence (BI) when adoption of new technology can be frustratingly slow or may not happen at all? Avoid wasting time on dashboards and reports that no one uses with this practical guide to increasing analytics adoption by focusing on people and process, not technology. Pulling together agile, UX and change management principles, Delivering Data Analytics outlines a step-by-step, technology agnostic process designed to shift the organizational data culture and gain buy-in from users and stakeholders at every stage of the project. This book outlines how to succeed and build trust with stakeholders amid the politics, ambiguity and lack of engagement in business. With case studies, templates, checklists and scripts based on the author's considerable experience in analytics and data visualisation, this book covers the full cycle from requirements gathering and data assessment to training and launch. Ensure lasting adoption, trust and, most importantly, actionable business value with this roadmap to creating user-centric analytics projects.
Delivering Distinctive Value in Emerging Economies: Efficient and Sustainably Responsible Perspectives from Management Researchers and Practitioners
by Richard Boateng Sheena Lovia Boateng Thomas Anning-DorsonThe idea behind editing this book is to present a contemporary reference that tells the story of how businesses and institutions in emerging economies are circumventing or can better circumvent institutional voids in order to create distinct value for consumers and develop resilient and sustainable economies. For this book, we gathered 24 contributions (or chapters) on new directions and strategies to create value in emerging economies. The contributions span thematic areas such as: COVID-19 and small businesses, social influencers and COVID-19 advocacy, artisan entrepreneurship, leadership and project success, internationalization and intellectual property, cultural artifacts in corporate branding, fintech adoption, mobile money and agriculture value chain, workplace fraud, ethical decision-making in accountancy, modeling early detection of mother’s mode of delivery, assessment of health systems in Africa, online platforms and patient empowerment, students’ academic engagement and technology, and continuous use of e-learning among professional accounting students. The authors of these contributions discuss the relevance of each chapter to its target audience (practitioners and students). They also outline the implications for practice and policy (where applicable) alongside the concluding arguments of their respective chapters. In effect, the 24 chapters offer key strategic directions for businesses, public sector institutions, non-governmental organizations, and international development institutions to be more efficient and sustainably responsible in delivering distinctive value in emerging economies. Emerging economies have become an opportune interest of practitioners, entrepreneurs and policy makers worldwide. Hence, a contemporary text which explores how to create and deliver distinct value in these economies is a must a read.
Delivering E-Learning: A Complete Strategy for Design Application and Assessment
by Kenneth FeeDelivering E-Learning describes a new and better way of understanding e-learning. The author looks at overcoming objections to e-learning and acknowledging poor past practice before presenting a new strategic approach. It places the emphasis firmly on learning, not the technology, de-mystifying the jargon and de-bunking industry myths.The current way most people look at e-learning is flawed, and this means they are missing its full potential. This book provides a clear framework to better understand e-learning. Proposing a strategic approach to implementing e-learning, the author demonstrates how to align e-learning strategy with learning and business strategies. It offers a complete resource for applying e-learning to any organization.
Delivering Effective Social Customer Service
by Carolyn Blunt Martin Hill-WilsonSocial Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed.Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave?Social Customer Service has become Marketing's R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost.'Delivering Effective Social Customer Service' is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos!The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap.Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book's key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration.This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.
Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers
by Mario KossmannA practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality. Offering a step-by-step and easy to understand framework, it also enables those service providers that are already proactively managing their service quality to build new techniques into current practice for maximum effect. By using this guide, decision-making as well as budget and capacity planning can be optimized and justified to any stakeholders in the service operation. Customer satisfaction can be improved considerably over time and, thereby, profits (or budget allocation for internal service providers). Crucially, the improvements the book provides can be systematically measured and easily disseminated throughout the organization, leading to increased levels of motivation amongst staff.
Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships
by Daniel LafrenièreIf you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me – more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game. In this book, you will learn: • What customer experience truly is. • How emotions can increase customer loyalty…or make customers ditch a brand. • Which behaviors and attitudes lose customers. • Ten easy, practical, and proven ways to immediately improve your customer experience. • What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers. No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably.
Delivering Groundswell Customer Service: Using Social Technologies to Harness the Marketing Power of Your Frontline Employees
by Ted Schadler Josh BernoffBecause customers talk, customer service is marketing. Even one negative customer experience, broadcast on Twitter, retweeted, commented on, and forwarded to countless other customers or potential customers, can destroy your company's reputation. According to authors Josh Bernoff-coauthor of "Groundswell"-and Ted Schadler, this means employees must treat each customer as a potential influencer, reaching out though channels like Twitter, Facebook, and instant messaging, and turning your customers into broadcasters of positive messages. Drawing from real-life customer service disasters and success stories from Comcast, Intuit, and Zappos, this chapter will teach you how to maintain a service team that inspires and delivers positive messages. This chapter was originally published as Chapter 4 of Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business
Delivering Happiness: A Path to Profits, Passion, and Purpose
by Tony HsiehPay brand-new employees $2,000 to quit; Make customer service the responsibility of the entire company--not just a department; Focus on company culture as the #1 priority; Apply research from the science of happiness to running a business; Help employees grow-both personally and professionally; Seek to change the world; Oh, and make money too ... Sound crazy? It's all standard operating procedure at Zappos, the online retailer that's doing over $1 billion in gross merchandise sales annually. After debuting as the highest-ranking newcomer in Fortune magazine's annual "Best Companies to Work For" list in 2009, Zappos was acquired by Amazon in a deal valued at over $1.2 billion on the day of closing. In DELIVERING HAPPINESS, Zappos CEO Tony Hsieh shares the different lessons he has learned in business and life, from starting a worm farm to running a pizza business, through LinkExchange, Zappos, and more. Fast-paced and down-to-earth, DELIVERING HAPPINESS shows how a very different kind of corporate culture is a powerful model for achieving success--and how by concentrating on the happiness of those around you, you can dramatically increase your own.
Delivering Health Care in America: A Systems Approach
by Leiyu Shi Douglas A. SinghDelivering Health Care in America, Eighth Edition is the most current and comprehensive overview of the basic structures and operations of the U.S. health system—from its historical origins and resources, to its individual services, cost, and quality. Using a unique “systems” approach, the text brings together an extraordinary breadth of information into a highly accessible, easy-to-read resource that clarifies the complexities of health care organization and finance while presenting a solid overview of how the various components fit together.
Delivering High Performance: The Third Generation Organisation
by Douglas G. LongDouglas Long is the author of Third Generation Leadership and the Locus of Control which focused on the new understanding of what influences individuals’ values, world views and the behaviours needed to facilitate leadership fit for the future. Here, in Delivering High Performance, he concentrates on individual, unit and organisational performance when an organisation is using a Third Generation Leadership approach. Leaders constantly seek high performance and high levels of staff engagement; but achieving either depends on the competence and commitment of individuals or groups. The relationships between these factors are complex. Many people are competent to do things - they have the ability - but are not prepared to do them. They lack the willingness, confidence or motivation and the readiness to perform. You can even have the most committed and capable people in the world, yet still miss performance targets if there are issues with other factors impacting on performance. This book is a response to enquiries from those excited by the prospect of a Third Generation Leadership approach but who still have to grapple with performance issues - people who want to obtain and maintain high performing organisations. In that sense it builds on the new knowledge imparted in Third Generation Leadership and the Locus of Control. It is a ’How to ...’ book that gives the reader practical tools that can be immediately applied and activities that can be undertaken in order to develop and maintain the required or even the desired level of performance.
Delivering Impact in Management Research: When Does it Really Happen? (Management Impact)
by Robert MacIntosh Katy Mason Nic Beech Jean M. BartunekImpact is of increasing importance to all researchers, given its growing centrality to those who fund, assess and use research around the world. Delivering Impact in Management Research sets out a detailed and nuanced analysis of how research impact is best delivered in practice. Starting with a rich conceptualisation, the authors move on to discuss models through which meaningful impact is framed and delivered. The book explains processes, skills and approaches to impact, along with examples and insights into potential pitfalls and solutions. Examples are drawn from around the world and systems such as the UK Research Excellence Framework (REF) are discussed as part of a key contribution to primary debates globally. A significant contribution to the long-standing discussion about relevance in business, management and organisation studies research, this concise book is essential reading for scholars and university administrators seeking to advance their understanding of delivering and demonstrating world-class research that matters.
Delivering IT and eBusiness Value
by Leslie Willcocks Valerie Graeser'Delivering Business Value from IT' is focused on the evaluation issue in IT and how IT evaluation can proceed across the life-cycle of any IT investment and be linked positively to improving business performance. Chapters 1,2 and 3 detail an approach to IT evaluation whilst chapters 4 and 5 build on these by showing two distinctive approaches to linking IT to business performance. The remaining three chapters deal with a range of evaluation issues emerging as important - specifically Internet evaluation, Y2K and beyond, EMU, quality outsourcing, infrastructure, role of benchmarking, and cost of ownership issues that practitioners regularly encounter.
Delivering Knock Your Socks Off Service
by Ann Thomas Jill ApplegateToday?s customers are smarter and more demanding -- and with so many choices available, repeat business is at greater risk than ever before. The fourth edition of this customer service bestseller still delivers the proven Knock Your Socks Off formula, and has been updated with all new techniques that will help anyone successfully work with even the most difficult customers. Featuring brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush, this indispensable guide shows readers how to create a true and lasting "Service Advantage." Written in the same accessible and humorous style that made this book a classic, the new edition provides tips and strategies to help readers: * meet customers? expectations and satisfy their needs * become easy to do business with * determine the right times to bend or break the rules * become fantastic fixers and powerful problem-solvers * cope effectively with "customers from hell." Extensively updated and expanded, the best-selling front-line customer service book ever published is now even better.
Delivering Knock Your Socks Off Service
by Ron Zemke"The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service, this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock Your Socks Off formula to the new demands of 21st-century business, the third edition features all-new chapters on Delivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories, real-world examples, and new illustrations by cartoonist John Bush. And as always, Delivering Knock Your Socks Off Service reveals how to: * See things from the customer's point of view * Become a fantastic fixer and a powerful problem solver * Cope with ""customers from hell"" * And avoid The 10 Deadly Sins of Customer Service Today's customer is smarter, more demanding, and more mobile than ever. Once again, Delivering Knock Your Socks Off Service delivers the strategies, techniques, and tips that will keep those customers coming back. "
Delivering On The Promise: How to Attract, Manage, and Retain Human Capital
by Brian S. Friedman James A. Hatch David M. WalkerOver the past couple of decades, management styles have evolved from strategic planning to total quality management to reengineering. Now in the newest and most cost effective trend to hit the boardrooms, there is a concentrated effort to view employment not as a perishible resource to be consumed but as a valuable commodity to be developed. While research shows that investments in capital result in higher returns to shareholders, the question is how should these investments be made, and how can returns on these investments be measured? DELIVERING ON THE PROMISE reveals Arthur Andersen's proprietry, technically based methodology - called The Five Square Approach - that will enable any manager to measure, manage and leverage human capital. Drawing on case-studies and research, this book is for any business manager who wants to evaluate and improve the current worth of their company's human resources.