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Unleashing Excellence
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...
Building Strong Congregations
You probably have a fairly good idea of what it took to construct the building in which your congregation meets. First, there was a recognized need for a building, followed by a budget, blueprints, fund-raising, construction workers, and building materials, and voil! The structure proudly stands as a monument to the effective implementation of a well-thought-out plan.
Okay, You Have the Job ... Wanna Keep It? Ten Keys to Your Personal Career Survival and Success
Great things, at times, come in small packages. This compact book will become your survival tool once you land that job. The corporate world is changing-downsizing, restructuring and layoffs are real issues that face young professionals. The competition is fierce and if you want to survive, you have to function effectively and efficiently, from the beginning. Richard Collinsworth, a business executive for nearly 40 years, has laid out the ten fundamental keys that, when implemented, ensure your success. This must-read guidebook is an easy to understand yet powerful narration that focuses on what interpersonal skills you'll need once you enter the corporate world. Learn the traits that executives look for when hiring; you've got the technical skills you need but in order to succeed and survive, you've got to become invaluable to your employer. This book will tell you how. Richard Collinsworth is a writer and has worked as an executive in the financial industry for almost four decades. He lives in Georgia.
The Best Service is No Service
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
Retain Or Retrain
The process of keeping the good employees is of major importance and one that few companies take time to embrace. As it has become painfully clear, it is less expensive to retain employees than to retrain existing or train new ones. 'Retain of Retrain' addresses this critical issue.
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Simpli-Flying
The airline industry is in a state of radical restructuring as its markets and key stakeholders (customers, airline labour and management groups, governments, and the financial community) adjust to the new aviation realities. Airline executives can be forgiven for being overwhelmed by technology proliferation, zestful new paradigm airlines, September 2001, business cycles, Iraq, SARS, and animal diseases. The leadership challenge for all carriers is now to select and execute appropriate business models, thinking both 'inside' and 'outside' the 'box', to turn conventional wisdom upside down to achieve dramatic increases in productivity. Some legacy carriers still need to create an effective s...
The Risk Factor
Our most revered business icons of the last few decades are the bold risktakers, such as Richard Branson, Elon Musk, and Steve Jobs. Yet in today's stock market-driven economy, companies are playing it safe, with too many leaders focused on short-term gains, rather than value creation. The result is a static business culture that generates forgettable results—even as the world demands big solutions. So how do we get back in the risk-taking game? In The Risk Factor, Deborah Perry Piscione takes the most comprehensive look at this crucial, undervalued leadership behavior, and outlines how companies must support risk-taking across the enterprise. Exploring the heroes of risk, including entrep...
