Legendary Service: The Key is to Care

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Author :
Publisher : McGraw Hill Professional
ISBN 13 : 0071817859
Total Pages : 176 pages
Book Rating : 4.0/5 (718 download)

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Book Synopsis Legendary Service: The Key is to Care by : Ken Blanchard

Download or read book Legendary Service: The Key is to Care written by Ken Blanchard and published by McGraw Hill Professional. This book was released on 2014-04-18 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit

The Customer Service Revolution

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Author :
Publisher : Greenleaf Book Group
ISBN 13 : 1626341303
Total Pages : 200 pages
Book Rating : 4.6/5 (263 download)

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Book Synopsis The Customer Service Revolution by : John R. DiJulius

Download or read book The Customer Service Revolution written by John R. DiJulius and published by Greenleaf Book Group. This book was released on 2015-01-06 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

Delivering Quality Service

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Author :
Publisher : Simon and Schuster
ISBN 13 : 1439137471
Total Pages : 185 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis Delivering Quality Service by : Valarie A. Zeithaml

Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.

Loyal to the Land

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Author :
Publisher : University of Hawaii Press
ISBN 13 : 0824863429
Total Pages : 385 pages
Book Rating : 4.8/5 (248 download)

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Book Synopsis Loyal to the Land by : Billy Bergin

Download or read book Loyal to the Land written by Billy Bergin and published by University of Hawaii Press. This book was released on 2003-05-14 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: Loyal to the Land is a sweeping history of one of the United States' largest working ranches, the Big Island of Hawaii's Parker Ranch. Dr. Bergin chronicles the ranch from its establishment on two acres purchased for ten dollars by John Palmer Parker to the years following World War II and the beginning of a new era of family ranch management under Parker’s grandson, Richard Smart. In this wide-ranging and insightful book, illustrated with more than 250 historical photos, Dr. Bergin first discusses the important Hispanic vaquero roots of ranching in Hawaii. He then relates the histories of the five foundation families, providing rich and detailed information on key members who contributed to the Ranch's success. The balance of the book examines every aspect of Parker Ranch development: management, labor, improvements and diversification of livestock, veterinary and animal care programs, and the Ranch’s role and influence on the Big Island and the state.

Uplifting Service

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Publisher :
ISBN 13 : 9780984762507
Total Pages : 0 pages
Book Rating : 4.7/5 (625 download)

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Book Synopsis Uplifting Service by : Ron Kaufman

Download or read book Uplifting Service written by Ron Kaufman and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

What Great Brands Do

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Publisher : John Wiley & Sons
ISBN 13 : 111861125X
Total Pages : 278 pages
Book Rating : 4.1/5 (186 download)

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Book Synopsis What Great Brands Do by : Denise Lee Yohn

Download or read book What Great Brands Do written by Denise Lee Yohn and published by John Wiley & Sons. This book was released on 2014-01-07 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover proven strategies for building powerful, world-class brands It's tempting to believe that brands like Apple, Nike, and Zappos achieved their iconic statuses because of serendipity, an unattainable magic formula, or even the genius of a single visionary leader. However, these companies all adopted specific approaches and principles that transformed their ordinary brands into industry leaders. In other words, great brands can be built—and Denise Lee Yohn knows exactly how to do it. Delivering a fresh perspective, Yohn's What Great Brands Do teaches an innovative brand-as-business strategy that enhances brand identity while boosting profit margins, improving company culture, and creating stronger stakeholder relationships. Drawing from twenty-five years of consulting work with such top brands as Frito-Lay, Sony, Nautica, and Burger King, Yohn explains key principles of her brand-as-business strategy. Reveals the seven key principles that the world's best brands consistently implement Presents case studies that explore the brand building successes and failures of companies of all sizes including IBM, Lululemon, Chipotle Mexican Grill, and other remarkable brands Provides tools and strategies that organizations can start using right away Filled with targeted guidance for CEOs, COOs, entrepreneurs, and other organization leaders, What Great Brands Do is an essential blueprint for launching any brand to meteoric heights.

The Master Key Workbook

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Publisher : Kallisti Publishing
ISBN 13 : 097611111X
Total Pages : 182 pages
Book Rating : 4.9/5 (761 download)

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Book Synopsis The Master Key Workbook by : Anthony R. Michalski

Download or read book The Master Key Workbook written by Anthony R. Michalski and published by Kallisti Publishing. This book was released on 2004-12 with total page 182 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Master Key System by Charles F. Haanel has changed the lives of millions of people.The Master Key Workbook will continue that proud practice.You have always dreamed about living a successful and rewarding life, both financially and emotionally. The Master Key Workbook will help you make all of your dreams come true and set you on the road to riches and self-mastery. Based on the timeless classic The Master Key System, this book combines motivational exercises that build your "thought muscles" with written worksheets to define and prepare you to attain your goals. Once you define your goals and are given the power to attain them, then you can accomplish anything! Some of the things you will learn from this book are...You will gain a complete understanding of the operation of the Universe and how your dreams can become reality.You will learn how to "train your brain" properly and efficiently, thus removing doubt and fear from your life.Putting your plans into action will be easier and results will come quicker than ever before.Goal-setting and goal-attainment will be a snap.You will magnetize yourself to opportunity and success.Your problems will seem to dissolve and your life will have fewer "speed bumps".Your life will be fuller, richer, and more purposeful.Based on the tried and true knowledge and wisdom of Charles F. Haanel, written in an easy and approachable manner, and including many exercises that will both entertain and enlighten, The Master Key Workbook will set every man and woman on the path to a prosperous and meaningful life.Prepare yourself to attain all of your dreams!

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

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Author :
Publisher : McGraw Hill Professional
ISBN 13 : 0071641637
Total Pages : 332 pages
Book Rating : 4.0/5 (716 download)

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Book Synopsis The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by : Joseph A. Michelli

Download or read book The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2008-07-01 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations

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Author :
Publisher : McGraw Hill Professional
ISBN 13 : 9780071590747
Total Pages : 256 pages
Book Rating : 4.5/5 (97 download)

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Book Synopsis Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations by : Leonard L. Berry

Download or read book Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations written by Leonard L. Berry and published by McGraw Hill Professional. This book was released on 2008-05-31 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries. Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service. By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors Demonstrate how a great service brand evolves from the core values that nourish and protect it Extrapolate instructive business lessons that apply outside healthcare Illustrate the benefits of pooling talent and encouraging teamwork Relate historical events and perspectives to the present-day Mayo Clinic Share inspiring stories from staff and patients An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.

Dragtastic

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Publisher : Bloomsbury Caravel
ISBN 13 : 1448216990
Total Pages : 65 pages
Book Rating : 4.4/5 (482 download)

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Book Synopsis Dragtastic by : Richard Williams

Download or read book Dragtastic written by Richard Williams and published by Bloomsbury Caravel. This book was released on 2019-02-12 with total page 65 pages. Available in PDF, EPUB and Kindle. Book excerpt: Can you build your ideal queen? Select fabulous dresses, wigs and shoes? Is she chunky yet funky or a 7ft glamazon? Including stickers and colouring, a Drag Name calculator and fabulous facts, quirky quotes and stunning figures about all things drag. Drag has always influenced mainstream pop culture, but because of its underground roots, many aspects bled through into popular, mainstream culture without credit. Things have improved for this next generation of young queens, RuPaul's Drag Race has taken drag culture beyond its radical roots. Originally a staple of gay bars drag has now extended from its LGBTQ fan base into the mainstream. Regularly cited as the smartest reality show on TV, the latest season moved to VH1 in the US and Netflix in the UK (and taking 8 Emmy nominations/3 wins for the latest series) drag has never been bigger or more popular. Fun, fabulous, funny gift book.

Legendary Movies

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Publisher :
ISBN 13 : 9788854406964
Total Pages : 0 pages
Book Rating : 4.4/5 (69 download)

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Book Synopsis Legendary Movies by : Paolo D'Agostini

Download or read book Legendary Movies written by Paolo D'Agostini and published by . This book was released on 2013 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explores 145 movies chosen from among the most beautiful, the most imaginative, the most surprising, and also the most successful in the history of cinema, from Cabiria to The artist.

Hooked on Customers

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Author :
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781478271512
Total Pages : 0 pages
Book Rating : 4.2/5 (715 download)

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Book Synopsis Hooked on Customers by : Robert G. Thompson

Download or read book Hooked on Customers written by Robert G. Thompson and published by Createspace Independent Publishing Platform. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Talk is cheap." A cliché, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world. Hooked on Customers is not about finding the right words, whether labeled as a "strategy" or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they execute their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition. A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions. Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. In the end, the results are well worth it. Hooked on Customers helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way.

Leading at a Higher Level

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Author :
Publisher : FT Press
ISBN 13 : 0134857585
Total Pages : 371 pages
Book Rating : 4.1/5 (348 download)

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Book Synopsis Leading at a Higher Level by : Ken Blanchard

Download or read book Leading at a Higher Level written by Ken Blanchard and published by FT Press. This book was released on 2018-11-08 with total page 371 pages. Available in PDF, EPUB and Kindle. Book excerpt: 40 Years of Breakthrough Leadership Insights in One Extraordinary Book! From The One Minute Manager® to Raving Fans, Ken Blanchard’s books have helped millions of people unleash their power and the potential of everyone around them. For 40 years, The Ken Blanchard Companies® has helped thousands of organizations become more people oriented, customer centered, performance driven, and socially responsible. Now, in this fully updated third edition of Leading at a Higher Level, Blanchard and his colleagues bring together all they’ve learned about world-class leadership, including brand new chapters on building a high-trust workplace, collaborating for high performance, driving success through mentoring, and leading at the organizational level. You’ll discover how to create targets and visions based on the “quadruple bottom line” and make sure people know who you are, where you’re going, and the values that will guide your journey. Leading at a Higher Level presents the definitive discussion about using SLII®–the most widely used leadership model in the world–to lead yourself, individuals, teams, and entire organizations. More important, you’ll learn how to dig deep within, discover the personal “leadership point of view” all great leaders possess, and apply it throughout your entire life. This book will guide you, inspire you, provoke you, and be your touchstone. Discover how to... Go beyond the short term and zero in on the right target and vision Eliminate the gap between your company’s stated values and actual behavior Deliver legendary, maniacal customer service and earn raving fans Truly empower your people and unleash their incredible potential Create a coaching culture that boosts performance at every level Ground your leadership in humility and focus on the greater good Leading at a Higher Level is for everyone who wants to become a better leader in any company, any organization, any area of life. “Leading at a Higher Level makes clear that respect and integrity aren’t pleasant-sounding options; they are essential criteria for an organization’s survival. As inspiring as it is instructive, this book belongs in every leader’s core curriculum.” –WARREN BENNIS, bestselling author of Leaders and On Becoming a Leader “If you want to have a great company, you don’t have a choice but to lead at a higher level. When you do that, you excite your people, they take care of your customers, and your cash register goes ca-ching.” –HORST SCHULZE, Vice President and CEO, The West Paces Hotel Group, LLC; Founding and former President & COO, The Ritz-Carlton Hotel Company, LLC

Legendary Service

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Author :
Publisher :
ISBN 13 : 9780999902189
Total Pages : pages
Book Rating : 4.9/5 (21 download)

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Book Synopsis Legendary Service by : Ken Blanchard

Download or read book Legendary Service written by Ken Blanchard and published by . This book was released on 1996-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Summary of Legendary Service – [Review Keypoints and Take-aways]

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Author :
Publisher : by Mocktime Publication
ISBN 13 :
Total Pages : 14 pages
Book Rating : 4./5 ( download)

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Book Synopsis Summary of Legendary Service – [Review Keypoints and Take-aways] by : PenZen Summaries

Download or read book Summary of Legendary Service – [Review Keypoints and Take-aways] written by PenZen Summaries and published by by Mocktime Publication. This book was released on 2022-11-28 with total page 14 pages. Available in PDF, EPUB and Kindle. Book excerpt: The summary of Legendary Service – The Key Is To Care presented here include a short review of the book at the start followed by quick overview of main points and a list of important take-aways at the end of the summary. The Summary of Legendary Service provides an overview of the fundamentals of excellent customer service as well as specific instructions on how these can be applied in a business setting. If you follow this model, you will definitely be able to improve your company's overall performance. This is due to the fact that interacting with customers is an essential component of almost every business. Legendary Service summary includes the key points and important takeaways from the book Legendary Service by Ken Blanchard, Kathy Cuff and Vicki Halsey. Disclaimer: 1. This summary is meant to preview and not to substitute the original book. 2. We recommend, for in-depth study purchase the excellent original book. 3. In this summary key points are rewritten and recreated and no part/text is directly taken or copied from original book. 4. If original author/publisher wants us to remove this summary, please contact us at [email protected].

Nuts!

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Author :
Publisher : Currency
ISBN 13 : 0767901843
Total Pages : 386 pages
Book Rating : 4.7/5 (679 download)

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Book Synopsis Nuts! by : Kevin Freiberg

Download or read book Nuts! written by Kevin Freiberg and published by Currency. This book was released on 1998-02-17 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: Twenty-five years ago, Herb Kelleher reinvented air travel when he founded Southwest Airlines, where the planes are painted like killer whales, a typical company maxim is "Hire people with a sense of humor," and in-flight meals are never served--just sixty million bags of peanuts a year. By sidestepping "reengineering," "total quality management," and other management philosophies and employing its own brand of business success, Kelleher's airline has turned a profit for twenty-four consecutive years and seen its stock soar 300 percent since 1990. Today, Southwest is the safest airline in the world and ranks number one in the industry for service, on-time performance, and lowest employee turnover rate; and Fortune magazine has twice ranked Southwest one of the ten best companies to work for in America. How do they do it? With unlimited access to the people and inside documents of Southwest Airlines, authors Kevin and Jackie Freiberg share the secrets behind the greatest success story in commercial aviation. Read it and discover how to transfer the Southwest inspiration to your own business and personal life.

Caring

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Author :
Publisher :
ISBN 13 :
Total Pages : 408 pages
Book Rating : 4.:/5 (318 download)

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Book Synopsis Caring by :

Download or read book Caring written by and published by . This book was released on 2005 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: