Overcoming The Customer Service Syndrome

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Overcoming the Customer Service Syndrome

Author : Galen R. Collins
Publisher :
ISBN 13 : 9780757592188
Total Pages : 0 pages
Book Rating : 4.5/5 (921 download)

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Book Synopsis Overcoming the Customer Service Syndrome by : Galen R. Collins

Download or read book Overcoming the Customer Service Syndrome written by Galen R. Collins and published by . This book was released on 2011-07-06 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: After reading this book, you will never feel the same about service professionals. They are pivotal in making or breaking customer relationships. However, being a service professional has never been more difficult. In many service organizations, the gap is widening between what they can deliver and what customers expect. Many service professionals are quitting their jobs. Many more, under fire from disgruntled customers, are experiencing unprecedented stress. We call this phenomenon the customer service syndrome (CSS). The purpose of this book is to provide strategies and tactics for combating CSS and achieving sustainable high customer satisfaction. While customer service is of paramount importance in sustaining profitability, many hospitality businesses continue to struggle with delivering consistent, quality service because it is often treated as a static, isolated event rather than as a function of the total business enterprise. This book is unique because it positions customer service as an outcome of the total system. You will gain an understanding of how various organizational elements (e.g., hiring, marketing, training, support systems, physical plant, human resource practices, supervision, policies and procedures, technology systems, etc.) work together to promote the successful delivery of customer service. You will also learn how to align service expectations and experiences and to create comfortable customer service environments in which service professionals are encouraged to use their talents and expertise. Overcoming CSS and creating sustainable, quality service experiences requires service businesses to drastically rethink how service professionals fit into the profit equation. They will discover that people who serve others are of paramount importance and are often significantly under-valued and under-invested. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals. There is a need to approach the management of the service system in creative and productive new ways. The last chapter is a 28-day service journal for each reader s growth in awareness and understanding of customer service issues. We wish you all a successful journey through life. eBook Version You will receive access to this electronic text via email after using the shopping cart above to complete your purchase "

Overcoming the Customer Service Syndrome: How to Achieve and Sustain High Customer Satisfaction

Author : Galen R. Collins
Publisher :
ISBN 13 : 9781465289568
Total Pages : pages
Book Rating : 4.2/5 (895 download)

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Book Synopsis Overcoming the Customer Service Syndrome: How to Achieve and Sustain High Customer Satisfaction by : Galen R. Collins

Download or read book Overcoming the Customer Service Syndrome: How to Achieve and Sustain High Customer Satisfaction written by Galen R. Collins and published by . This book was released on 1753-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Syndrome X

Author : Terry Kirsten Strom
Publisher : Simon and Schuster
ISBN 13 : 074321899X
Total Pages : 292 pages
Book Rating : 4.7/5 (432 download)

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Book Synopsis Syndrome X by : Terry Kirsten Strom

Download or read book Syndrome X written by Terry Kirsten Strom and published by Simon and Schuster. This book was released on 2002-02-28 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: Millions of Americans follow the "best" medical advice every day to prevent heart attacks -- eating the standard low-fat, high-carbohydrate diet so widely recommended by doctors -- but in fact they are placing themselves at greater risk for heart disease. In Syndrome X: Overcoming the Silent Killer That Can Give You a Heart Attack, Dr. Gerald Reaven, the world-renowned physician who identified and named this silent killer, explains why the standard heart-healthy diet can be dangerous and lays out a simple six-step program to reduce the risk of heart disease for everyone. The problem stems from a little-known cluster of metabolic abnormalities known as Syndrome X. The insulin resistance that lies at the heart of the syndrome can turn normal rules of good health upside down and dramatically increase the risk of heart disease. Fortunately, Syndrome X can be cured. This important book explains how to identify the disorder and provides a program of diet and exercise (plus medication when necessary) that can render Syndrome X harmless. Tested in carefully controlled research settings and in practice, this remarkable new approach has the ability to reduce the risk of heart attacks and heart disease for all of us. Dr. Reaven shows how eating a diet relatively high in "good" fats (40 percent of calories) can dramatically lower the risk of heart disease if you have Syndrome X. The approach seems paradoxical: Everyone "knows" that fat is bad, so how can more fat possibly lead to better health? The answer lies in the type of fat and the body chemistry of the people who consume it. If you have the abnormal metabolism called Syndrome X, eating a low-fat, high-carbohydrate diet to lower your LDL and blood fats won't protect you. In fact, doing so will increase the odds of heart disease. Millions of Americans have the potentially deadly, yet easily identifiable signs of Syndrome X -- but few cases are detected in time, because most physicians don't know what to look for. This trailblazing book will change that, making doctors and patients aware of the problem -- and its easy solution, an integrated program of diet and exercise that simultaneously reduces all the risk factors for heart disease, including Syndrome X. Dr. Reaven's discovery of Syndrome X has shown us that the standard approach to preventing heart disease is dangerous for many of us. Now, his safe, proven new approach explains how millions can drastically reduce their risk of heart disease. His program works not only for those who have Syndrome X, but also for anyone who simply wants to reduce the risk of heart disease.

The Robot Syndrome

Author : John J. Miksa
Publisher : AuthorHouse
ISBN 13 : 1438998902
Total Pages : 158 pages
Book Rating : 4.4/5 (389 download)

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Book Synopsis The Robot Syndrome by : John J. Miksa

Download or read book The Robot Syndrome written by John J. Miksa and published by AuthorHouse. This book was released on 2009-07-16 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Great Global Recession has rumbled through the worlds economies like a freight train out of control and wreaked havoc with businesses both large and small in every industry. Fewer customers are spending less and demanding more satisfaction with every purchase. And as companies continue to reduce the size of their workforces, employees are challenged as never before to maintain and improve customer satisfaction. How can employees at every level in a company contribute to delivering uniquely human customer service? How can they learn to overcome using robot-like responses to address customer service issues? What mustevery employee learn to do tohelp transformtheir companys customer service into a competitive advantage? In his book, The Robot Syndrome, John presents a highly practical set of Adaptive Service Principles and companion Pointers to address what may be todays most pressing business issue. Using an entertaining combination of wit, common sense, and practical advice, he presents a new way to help companies achieve and sustain the highest possible level of customer satisfaction. By using the principles and pointers that he sets forth, individuals will become more adaptive and will learn to unleash the power of their minds and the uniquely human traits of their hearts, one customer interaction at a time.

Overcoming Night Eating Syndrome

Author : Kelly C. Allison
Publisher : New Harbinger Publications
ISBN 13 : 1608827305
Total Pages : 186 pages
Book Rating : 4.6/5 (88 download)

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Book Synopsis Overcoming Night Eating Syndrome by : Kelly C. Allison

Download or read book Overcoming Night Eating Syndrome written by Kelly C. Allison and published by New Harbinger Publications. This book was released on 2004-05-01 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: The statistics are powerful and alarming: Perhaps as many as 6 million Americans suffer from night eating syndrome, or NES, a newly identified eating disorder which describes behavior patterns in which an individual obsessively consumes more than half of his or her daily caloric intake after eight o'clock in the evening. More significant is the further finding that more than 33 percent of morbidly obese individuals, persons who are 100 or more pounds overweight, are affected by this disorder. Experts agree that NES shares characteristics of not only eating disorders but also sleep and mood disorders. Sufferers tend to exhibit symptoms such as feelings of anxiety and guilt, insomnia, or interrupted sleep. Typical NES behaviors include absent appetite during the day, a consistent pattern of eating more food after dinner than during the meal itself, and recurrent episodes of waking and eating throughout the night. This book offers a step-by-step strategy for managing and overcoming this disorder. From this book, you will first learn to identify the signs of NES, and then use journaling exercises to discover what automatic thoughts surround your night eating. Having identified the problematic behaviors, you'íll find out how to break theses patterns with healthier food choices, more structured mealtimes, and a series of relaxation and visualization techniques.

Conquering Carpal Tunnel Syndrome and Other Repetitive Strain Injuries

Author : Sharon J. Butler
Publisher :
ISBN 13 : 9781572240391
Total Pages : 178 pages
Book Rating : 4.2/5 (43 download)

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Book Synopsis Conquering Carpal Tunnel Syndrome and Other Repetitive Strain Injuries by : Sharon J. Butler

Download or read book Conquering Carpal Tunnel Syndrome and Other Repetitive Strain Injuries written by Sharon J. Butler and published by . This book was released on 1996 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: Guided by symptom charts, you select the best exercises for restoring the range of motion to overworked hands, arm shoulders, fingers, wrists.

The Set-up-to-fail Syndrome

Author : Jean-François Manzoni
Publisher : Harvard Business Press
ISBN 13 : 9780875849492
Total Pages : 312 pages
Book Rating : 4.8/5 (494 download)

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Book Synopsis The Set-up-to-fail Syndrome by : Jean-François Manzoni

Download or read book The Set-up-to-fail Syndrome written by Jean-François Manzoni and published by Harvard Business Press. This book was released on 2002 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation.

Overcoming the Superwoman Syndrome

Author : Linda Ellis Eastman
Publisher :
ISBN 13 : 9780979115363
Total Pages : 0 pages
Book Rating : 4.1/5 (153 download)

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Book Synopsis Overcoming the Superwoman Syndrome by : Linda Ellis Eastman

Download or read book Overcoming the Superwoman Syndrome written by Linda Ellis Eastman and published by . This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Why Nonprofits Fail

Author : Stephen R. Block
Publisher : John Wiley & Sons
ISBN 13 : 9780787977030
Total Pages : 208 pages
Book Rating : 4.9/5 (77 download)

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Book Synopsis Why Nonprofits Fail by : Stephen R. Block

Download or read book Why Nonprofits Fail written by Stephen R. Block and published by John Wiley & Sons. This book was released on 2004-07-29 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Why Nonprofits Fail, author and nonprofit expert StephenBlock explains that many well-intentioned leaders hold on to viewsof their nonprofit organizations that perpetuate problems ratherthan help fix them. According to Block, the first step to successis to challenge one's own personal paradigms and ideas and be opento unique and alternative approaches to solving problems. Thismuch-needed book helps nonprofits get back on track and offersadvice about the seven most common stumbling blocks, including: Founder's syndrome Fundphobia Financial misfortune Recruitment disorientation Cultural depression in nonprofit organizations Self-serving political performance Role confusion between the board and executive director

Practical Handbook of CUSTOMER SERVICE OPERATIONS

Author : Warren Blanding
Publisher : Springer Science & Business Media
ISBN 13 : 1461316456
Total Pages : 573 pages
Book Rating : 4.4/5 (613 download)

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Book Synopsis Practical Handbook of CUSTOMER SERVICE OPERATIONS by : Warren Blanding

Download or read book Practical Handbook of CUSTOMER SERVICE OPERATIONS written by Warren Blanding and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 573 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.

Own Your Greatness

Author : Lisa Orbé-Austin
Publisher : Ulysses Press
ISBN 13 : 1646040244
Total Pages : 152 pages
Book Rating : 4.6/5 (46 download)

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Book Synopsis Own Your Greatness by : Lisa Orbé-Austin

Download or read book Own Your Greatness written by Lisa Orbé-Austin and published by Ulysses Press. This book was released on 2020-04-28 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stop letting impostor syndrome hold you back! This guided workbook of interactive exercises and research-backed activities will help you conquer self-doubt, realize your true worth, and enjoy your success. How many times have you thought that everyone is crushing it except you? How often have you looked at one of your accomplishments and attributed it to luck or the help of others? It can be difficult to acknowledge our own successes and skills, and overcome the feeling of being an impostor. But moving past that feeling is crucial to continuing down the path to even greater success and happiness. Own Your Greatness will give you all the tools you need to recognize and overcome the impostor syndrome that is holding you back. Packed full of research- and therapy-backed exercises, prompts, and activities, this interactive workbook will help you: Identify the root causes of your impostor syndrome Recognize your natural skills and strengths Gain the confidence to lead Speak up for yourself Feel comfortable receiving and giving praise With this book, you’ll acknowledge the skills you bring to the table, understand that you truly deserve your success, and take steps to a successful, happy, and fulfilled life.

Pretty Weird

Author : Marissa Miller
Publisher : Simon and Schuster
ISBN 13 : 1683584015
Total Pages : 196 pages
Book Rating : 4.6/5 (835 download)

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Book Synopsis Pretty Weird by : Marissa Miller

Download or read book Pretty Weird written by Marissa Miller and published by Simon and Schuster. This book was released on 2021-05-25 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: A series of true stories that are at once relatable, funny, and heart-wrenching, join lauded writer Marissa Miller on a journey of battling imposter syndrome and learning to be proud to stand out. Acclaimed writer and editor Marissa Miller was born into what you would call a nice Jewish family. But she somehow grew into anything but a Nice Jewish Girl. From openly discussing any and all bodily functions with whoever would listen, to encouraging her peers to join her in undressing in the hallways at school for no reason other than to fight the oppressive institution of modern academia, she was continuously scolded by members of the Jewish community for exploring her identity and pushing the boundaries of what a “nice girl” is allowed to do. To make sense of being the odd one out, she did what any confused teenager would do: she wrote. She wrote poems on MySpace, articles for her school newspaper, extra credit English assignments to compensate for her complete and utter lack of math skills, and eventually, reported pieces for many of the world’s most prestigious media publications. But the transition to a lucrative journalism career didn’t come without is growing pains. Getting anywhere past the school newspaper stage and being asked to provide journalism lectures around the city inspired a sense of panic, dread, and most notably, impostor syndrome—the sense that success is a product of coincidence and luck as opposed to hard work and talent. No fellow journalists she idolized growing up seemed to have had a history of behavior so crude it would make your Rabbi blush. Surely, the Universe was thisclose to taking everything away from her. And to some extent, it did. In Pretty Weird—a series of true stories that are at once relatable, funny, and heart-wrenching—you’ll learn about why, like Miller, you’re worthy of success by virtue of you thinking you’re not, about why there’s no such thing as being “not sick enough” to deserve help, and that living in that liminal space of being too normal to stand out, yet too weird to fit in, is truly where all the magic happens.

2015 U.S. Higher Education Faculty Awards, Vol. 1

Author : Faculty Awards
Publisher : CRC Press
ISBN 13 : 1000819485
Total Pages : 1209 pages
Book Rating : 4.0/5 (8 download)

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Book Synopsis 2015 U.S. Higher Education Faculty Awards, Vol. 1 by : Faculty Awards

Download or read book 2015 U.S. Higher Education Faculty Awards, Vol. 1 written by Faculty Awards and published by CRC Press. This book was released on 2022-09-01 with total page 1209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Created by professors for professors, the Faculty Awards compendium is the first and only university awards program in the United States based on faculty peer evaluations. The Faculty Awards series recognizes and rewards outstanding faculty members at colleges and universities across the United States. Voting was not open to students or the public at large.

Hyperventilation Syndrome (Rev Ed)

Author : Dinah Bradley
Publisher : Penguin Random House New Zealand Limited
ISBN 13 : 1877460435
Total Pages : 122 pages
Book Rating : 4.8/5 (774 download)

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Book Synopsis Hyperventilation Syndrome (Rev Ed) by : Dinah Bradley

Download or read book Hyperventilation Syndrome (Rev Ed) written by Dinah Bradley and published by Penguin Random House New Zealand Limited. This book was released on 2012-02-03 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: The expert guide to a range health issues caused by poor breathing. Do you sometimes experience panicky feelings for no apparent reason? Do you experience tingling sensations in your lips or fingertips - or both? Do you frequently feel 'spaced out' or find it hard to concentrate at work? Do you sometimes feel breathless for no apparent reason? Have you ever been accused of being a hypochondriac? Has your self-confidence taken a nose dive? If so, you are not alone. 12% of the population suffers from hyperventilation syndrome in varying degrees and experience distressing fears along with the puzzling array of symptoms that accompany bad breathing. This new expanded and updated edition of this classic book contains a workbook section to help the reader identify how their stress levels, sleep and symptom patterns interrelate with each other. Also included are a number of personal stories from people who have been identified as chronic hyperventilators and who have overcome the problems by using the drug-free methods outlined in this book.

Overcoming Depersonalization Disorder

Author : Katharine Donnelly
Publisher : New Harbinger Publications
ISBN 13 : 1608820424
Total Pages : 202 pages
Book Rating : 4.6/5 (88 download)

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Book Synopsis Overcoming Depersonalization Disorder by : Katharine Donnelly

Download or read book Overcoming Depersonalization Disorder written by Katharine Donnelly and published by New Harbinger Publications. This book was released on 2010-06-03 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: When you have depersonalization disorder, nothing seems real. You may feel detached from reality, even from your own thoughts, as though you are going through the motions of living without ever being truly connected to your experiences. Whether your depersonalization developed after a traumatic experience or is something you've always lived with, this book can help you reconnect with life again. Overcoming Depersonalization Disorder can help you diagnose the type and degree of your depersonalization disorder, come to understand why it developed, and cope with your symptoms using practical skills drawn from acceptance and commitment therapy (ACT), dialectical behavior therapy (DBT), and mindfulness-based cognitive therapy (MBCT). Ready to feel real again? Put the practical skills in this book to work in your life right now and start reintegrating yourself back into the world and reconnecting to your own vibrant thoughts and feelings.

Service Breakthroughs

Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439105839
Total Pages : 307 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis Service Breakthroughs by : James L. Heskett

Download or read book Service Breakthroughs written by James L. Heskett and published by Simon and Schuster. This book was released on 1990-09-17 with total page 307 pages. Available in PDF, EPUB and Kindle. Book excerpt: What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading.

Living with Hughes Syndrome

Author : Triona Holden
Publisher : Sheldon Press
ISBN 13 : 9780859698849
Total Pages : 94 pages
Book Rating : 4.6/5 (988 download)

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Book Synopsis Living with Hughes Syndrome by : Triona Holden

Download or read book Living with Hughes Syndrome written by Triona Holden and published by Sheldon Press. This book was released on 2002-01-01 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hughes Syndrome, also known as Sticky Blood, as identified in the 1980s and it is estimated that it affects more than one in a hundred people worldwide. It is an auto-immune disease in which the blood has a tendency to thicken and clot causing deep vein thrombosis (economy class syndrome), stroke, recurrent miscarriage, migraine and many other conditions. When correctly diagnosed, it can be easily treated making this book essential for anyone who suspects that their symptoms may be caused by sticky blood.