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Inside the Magic Kingdom
Now an insider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way.
Organizational Behavior
Our goal with this 13th Edition is to keep this first mainline organizational behavior text up-todate with the latest and relevant theory building, basic and applied research, and the best-practice applications. We give special recognition of this scientific foundation by our subtitle - An Evidence-Based Approach. As emphasized in the introductory chapter, the time has come to help narrow the theory/research—effective application/practice gap. This has been the mission from the beginning of this text. As “hard evidence” for this theory/research based text, we can say unequivocally that no other organizational behavior text has close to the number of footnote references. For example, wh...
The Michigan Alumnus
In v.1-8 the final number consists of the Commencement annual.
Customers as Partners
Effective customer partnership creates customers who return in good times and in bad, customers who say, "I wouldn't go anywhere else". Using real-world examples, Chip Bell examines the qualities that form the core of all lasting relationships and describes a way of business where personal interactions, not sales, take center stage.
Measuring Customer Service Effectiveness
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.
Successful Meetings
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Bringing Out the Best in Others!
The author shares his research in "high performers" revealing the secrets behind a successful business profile, particularly his findings about the differences between "firstborns" and "laterborns."
Managers as Mentors
The bestselling author of Customers as Partners presents a practical primer for using mentoring to help employees grow in today's tumultuous business environment. Chip R. Bell takes the mystery out of mentoring, teaching leaders how to give and take advice, coach and counsel effectively, develop new approaches to team meeting management, and more.
