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Author : Jeff Toister
Publisher : AMACOM/American Management Association
Page : 210 pages
File Size : 41,34 MB
Release : 2013
Category : Business & Economics
ISBN : 0814431992
What causes poor customer service? You might be surprised.
Author : Jeff Toister
Publisher :
Page : 0 pages
File Size : 14,27 MB
Release : 2017
Category : Consumer satisfaction
ISBN :
This 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 : Disney Institute
Publisher :
Page : 212 pages
File Size : 50,82 MB
Release : 2003-06
Category : Business & Economics
ISBN :
Foreword 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
Page : 665 pages
File Size : 35,94 MB
Release : 2011
Category : Business & Economics
ISBN : 1412974828
The 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 : Susan Cartwright
Publisher : John Wiley & Sons
Page : 646 pages
File Size : 11,5 MB
Release : 2001-03-30
Category : Business & Economics
ISBN :
Organizational 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.
Author : Jeff Toister
Publisher : Toister Performance Solutions
Page : 219 pages
File Size : 41,6 MB
Release : 2019-03-15
Category :
ISBN : 9780578433363
Are 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 : Ron Kaufman
Publisher :
Page : 0 pages
File Size : 27,16 MB
Release : 2012
Category : Business & Economics
ISBN : 9780984762507
Kaufman 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 : Jeff Toister
Publisher :
Page : 168 pages
File Size : 11,39 MB
Release : 2018-09-05
Category :
ISBN : 9780692154144
Reinforce your customer service skills! The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques. Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems. Select tips by category, by specific challenge, or just go in order. Each tip includes a short explanation plus practical suggestions. Focus on one tip per week to sharpen your skills over time. Customer service leaders will find additional resources for sharing the tips with your team!
Author : V. Vale
Publisher : V/Search
Page : 140 pages
File Size : 43,26 MB
Release : 1983-01-01
Category : Social Science
ISBN : 9780965046961
Reference 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 : Gerardus Blokdyk
Publisher : 5starcooks
Page : 124 pages
File Size : 29,25 MB
Release : 2018-05
Category :
ISBN : 9780655186533
What are all of our Service Culture domains and what do they do? How do we go about Comparing Service Culture approaches/solutions? What are the rough order estimates on cost savings/opportunities that Service Culture brings? Who is the Service Culture process owner? When was the Service Culture start date? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Service Culture investments work better. This Service Culture All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Service Culture Self-Assessment. Featuring 703 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Service Culture improvements can be made. In using the questions you will be better able to: - diagnose Service Culture projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Service Culture and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Service Culture Scorecard, you will develop a clear picture of which Service Culture areas need attention. Your purchase includes access details to the Service Culture self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.