Culture And Service

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The Service Culture Handbook

Author : Jeff Toister
Publisher :
ISBN 13 : 9780692842003
Total Pages : 188 pages
Book Rating : 4.8/5 (42 download)

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Book Synopsis The Service Culture Handbook by : Jeff Toister

Download or read book The Service Culture Handbook written by Jeff Toister and published by . This book was released on 2017-03-23 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. 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. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute

A Culture of Service

Author : David E. Reed
Publisher :
ISBN 13 : 9780978813796
Total Pages : 116 pages
Book Rating : 4.8/5 (137 download)

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Book Synopsis A Culture of Service by : David E. Reed

Download or read book A Culture of Service written by David E. Reed and published by . This book was released on 2007-07 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt:

212 Service

Author : Mac Anderson
Publisher : Sourcebooks, Inc.
ISBN 13 : 1608101274
Total Pages : 109 pages
Book Rating : 4.6/5 (81 download)

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Book Synopsis 212 Service by : Mac Anderson

Download or read book 212 Service written by Mac Anderson and published by Sourcebooks, Inc.. This book was released on 2013-01-01 with total page 109 pages. Available in PDF, EPUB and Kindle. Book excerpt: You may know the 212 degree concept for our original bestseller 212 The Extra Degree written by Sam Parker and Mac Anderson. But this book is written specifically for businesses and is all about creating a service culture. In case you are not familiar with the 212 concept, here it is in a nutshell: At 211 degrees water is hot. At 212 degrees, it boils. And with boiling water, comes steam. And steam can power a locomotive. The one extra degree makes the difference. This simple analogy reflects the ultimate definition of excellence. Because it's the one extra degree of effort, in business and life, that can separate the good from the great. The stories in 212 Service reflect real-life examples of companies that have taken their customer service to the next degree. Someone once said, "Life is like a game of tennis. The player who serves well seldom loses." The same can be said for any business on the planet. There are many books written about service, however, our goals in this one is to keep it simple. 212 Service presents 10 simple, but engaging rules of service that can be read by every member of your team in less than 30 minutes. 212 Service is written with real life examples of exceptional customer service and is certain to inspire your team with ideas that apply specifically to your industry.

Uplifting Service

Author : Ron Kaufman
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.

The Culture Map (INTL ED)

Author : Erin Meyer
Publisher : PublicAffairs
ISBN 13 : 1610396715
Total Pages : 289 pages
Book Rating : 4.6/5 (13 download)

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Book Synopsis The Culture Map (INTL ED) by : Erin Meyer

Download or read book The Culture Map (INTL ED) written by Erin Meyer and published by PublicAffairs. This book was released on 2016-01-05 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: An international business expert helps you understand and navigate cultural differences in this insightful and practical guide, perfect for both your work and personal life. Americans precede anything negative with three nice comments; French, Dutch, Israelis, and Germans get straight to the point; Latin Americans and Asians are steeped in hierarchy; Scandinavians think the best boss is just one of the crowd. It's no surprise that when they try and talk to each other, chaos breaks out. In The Culture Map, INSEAD professor Erin Meyer is your guide through this subtle, sometimes treacherous terrain in which people from starkly different backgrounds are expected to work harmoniously together. She provides a field-tested model for decoding how cultural differences impact international business, and combines a smart analytical framework with practical, actionable advice.

Creating a Service Culture in Higher Education Administration

Author : Mario C. Martinez
Publisher : Taylor & Francis
ISBN 13 : 1000980111
Total Pages : 142 pages
Book Rating : 4.0/5 (9 download)

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Book Synopsis Creating a Service Culture in Higher Education Administration by : Mario C. Martinez

Download or read book Creating a Service Culture in Higher Education Administration written by Mario C. Martinez and published by Taylor & Francis. This book was released on 2023-07-03 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.

Culture Hacker

Author : Shane Green
Publisher : John Wiley & Sons
ISBN 13 : 1119405726
Total Pages : 224 pages
Book Rating : 4.1/5 (194 download)

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Book Synopsis Culture Hacker by : Shane Green

Download or read book Culture Hacker written by Shane Green and published by John Wiley & Sons. This book was released on 2017-04-24 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: HACK YOUR WORKPLACE CULTURE FOR GREATER PROFITS AND PRODUCTIVITY "I LOVE THIS BOOK!" —CHESTER ELTON, New York Times bestselling author of All In and What Motivates Me "When companies focus on culture, the positive effects ripple outward, benefiting not just employees but customers and profits. Read this smart, engaging book if you want a practical guide to getting those results for your organization." —MARSHALL GOLDSMITH, executive coach and New York Times bestselling author "Most books on customer service and experience ask leaders to focus on the customer first. Shane turns this notion on its head and makes a compelling case why leaders need to make 'satisfied employees' the priority." —LISA BODELL, CEO of Futurethink and author of Why Simple Wins "This is a must read for anyone in a customer service-centric industry. Shane explains the path to creating both satisfied customers and satisfied employees." —CHIP CONLEY, New York Times bestselling author and hospitality entrepreneur The question is not, "does your company have a culture?" The question is, "does your company have a culture that fosters outstanding customer experiences, limits employee turnover, and ensures high performance?" Every executive and manager has a responsibility to positively influence their workplace culture. Culture Hacker gives you the tools and insights to do it with simplicity and style. Culture Hacker explains: Twelve high-impact hacks to improve employee experience and performance How to delight and retain a multi-generational workforce The factors determining whether or not your employees deliver outstanding customer service

Building a Service Culture

Author :
Publisher : Gower Publishing Company, Limited
ISBN 13 : 9780566081392
Total Pages : 160 pages
Book Rating : 4.0/5 (813 download)

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Book Synopsis Building a Service Culture by :

Download or read book Building a Service Culture written by and published by Gower Publishing Company, Limited. This book was released on 1999-01-01 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you can build a service culture into your business.

Customer Service Tip of the Week

Author : Jeff Toister
Publisher :
ISBN 13 : 9780692154144
Total Pages : 168 pages
Book Rating : 4.1/5 (541 download)

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Book Synopsis Customer Service Tip of the Week by : Jeff Toister

Download or read book Customer Service Tip of the Week written by Jeff Toister and published by . This book was released on 2018-09-05 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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!

No Rules Rules

Author : Reed Hastings
Publisher : Penguin
ISBN 13 : 1984877879
Total Pages : 371 pages
Book Rating : 4.9/5 (848 download)

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Book Synopsis No Rules Rules by : Reed Hastings

Download or read book No Rules Rules written by Reed Hastings and published by Penguin. This book was released on 2020-09-08 with total page 371 pages. Available in PDF, EPUB and Kindle. Book excerpt: The New York Times bestseller Shortlisted for the 2020 Financial Times & McKinsey Business Book of the Year Netflix cofounder Reed Hastings reveals for the first time the unorthodox culture behind one of the world's most innovative, imaginative, and successful companies There has never before been a company like Netflix. It has led nothing short of a revolution in the entertainment industries, generating billions of dollars in annual revenue while capturing the imaginations of hundreds of millions of people in over 190 countries. But to reach these great heights, Netflix, which launched in 1998 as an online DVD rental service, has had to reinvent itself over and over again. This type of unprecedented flexibility would have been impossible without the counterintuitive and radical management principles that cofounder Reed Hastings established from the very beginning. Hastings rejected the conventional wisdom under which other companies operate and defied tradition to instead build a culture focused on freedom and responsibility, one that has allowed Netflix to adapt and innovate as the needs of its members and the world have simultaneously transformed. Hastings set new standards, valuing people over process, emphasizing innovation over efficiency, and giving employees context, not controls. At Netflix, there are no vacation or expense policies. At Netflix, adequate performance gets a generous severance, and hard work is irrelevant. At Netflix, you don’t try to please your boss, you give candid feedback instead. At Netflix, employees don’t need approval, and the company pays top of market. When Hastings and his team first devised these unorthodox principles, the implications were unknown and untested. But in just a short period, their methods led to unparalleled speed and boldness, as Netflix quickly became one of the most loved brands in the world. Here for the first time, Hastings and Erin Meyer, bestselling author of The Culture Map and one of the world’s most influential business thinkers, dive deep into the controversial ideologies at the heart of the Netflix psyche, which have generated results that are the envy of the business world. Drawing on hundreds of interviews with current and past Netflix employees from around the globe and never-before-told stories of trial and error from Hastings’s own career, No Rules Rules is the fascinating and untold account of the philosophy behind one of the world’s most innovative, imaginative, and successful companies.

Customer Service

Author : Robert W. Lucas
Publisher :
ISBN 13 : 9780071277501
Total Pages : 544 pages
Book Rating : 4.2/5 (775 download)

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Book Synopsis Customer Service by : Robert W. Lucas

Download or read book Customer Service written by Robert W. Lucas and published by . This book was released on 2009 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel

Delivering Happiness

Author : Tony Hsieh
Publisher : Grand Central Publishing
ISBN 13 : 044657631X
Total Pages : 166 pages
Book Rating : 4.4/5 (465 download)

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Book Synopsis Delivering Happiness by : Tony Hsieh

Download or read book Delivering Happiness written by Tony Hsieh and published by Grand Central Publishing. This book was released on 2010-06-07 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: Pay brand-new employees $2,000 to quit Make customer service the responsibility of the entire company-not just a department Focus on company culture as the #1 priority Apply research from the science of happiness to running a business Help employees grow-both personally and professionally Seek to change the world Oh, and make money too . . . Sound crazy? It's all standard operating procedure at Zappos, the online retailer that's doing over $1 billion in gross merchandise sales annually. After debuting as the highest-ranking newcomer in Fortune magazine's annual "Best Companies to Work For" list in 2009, Zappos was acquired by Amazon in a deal valued at over $1.2 billion on the day of closing. In Delivering Happiness, Zappos CEO Tony Hsieh shares the different lessons he has learned in business and life, from starting a worm farm to running a pizza business, through LinkExchange, Zappos, and more. Fast-paced and down-to-earth, Delivering Happiness shows how a very different kind of corporate culture is a powerful model for achieving success-and how by concentrating on the happiness of those around you, you can dramatically increase your own. #1 New York Timesand Wall Street Journal bestseller

Customer Service in Health Care

Author : Kristin Baird
Publisher : John Wiley & Sons
ISBN 13 : 111902031X
Total Pages : 176 pages
Book Rating : 4.1/5 (19 download)

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Book Synopsis Customer Service in Health Care by : Kristin Baird

Download or read book Customer Service in Health Care written by Kristin Baird and published by John Wiley & Sons. This book was released on 2014-07-25 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service teamgoals Creating customer service standards unique to yourorganization Tips on training sessions Strategies for maintaining top-of-mind awareness of customerservice among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component ofbusiness development and marketing

The Critical Few

Author : Jon Katzenbach
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1523098732
Total Pages : 209 pages
Book Rating : 4.5/5 (23 download)

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Book Synopsis The Critical Few by : Jon Katzenbach

Download or read book The Critical Few written by Jon Katzenbach and published by Berrett-Koehler Publishers. This book was released on 2019-01-16 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a global survey by the Katzenbach Center, 80 percent of respondents believed that their organization must evolve to succeed. But a full quarter of them reported that a change effort at their organization had resulted in no visible results. Why? The fate of any change effort depends on whether and how leaders engage their culture: the self-sustaining patterns of behaving, feeling, thinking, and believing that determine how things are done in an organization. Culture is implicit rather than explicit, emotional rather than rational—that's what makes it so hard to work with, but that's also what makes it so powerful. For the first time, this book lays out the Katzenbach Center's proven methodology for identifying your culture's three most critical elements: traits, characteristics that are at the heart of people's emotional connection to what they do; keystone behaviors, actions that would lead your company to succeed if they were replicated at a greater scale; and authentic informal leaders, people who have a high degree of “emotional intuition” or social connectedness. By leveraging these critical few elements, you can tap into a source of catalytic change within your organization. People will make an emotional, not just a rational, commitment to new initiatives. You will elicit enthusiasm and creativity and build the kind of powerful company that people recognize for its innate value and effectiveness.

Courageous Cultures

Author : Karin Hurt
Publisher : HarperCollins Leadership
ISBN 13 : 140021954X
Total Pages : 224 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis Courageous Cultures by : Karin Hurt

Download or read book Courageous Cultures written by Karin Hurt and published by HarperCollins Leadership. This book was released on 2020-07-28 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: From executives complaining that their teams don’t contribute ideas to employees giving up because their input isn’t valued--company culture is the culprit. Courageous Cultures provides a road map to build a high-performance, high-engagement culture around sharing ideas, solving problems, and rewarding contributions from all levels. Many leaders are convinced they have an open environment that encourages employees to speak up and are shocked when they learn that employees are holding back. Employees have ideas and want to be heard. Leadership wants to hear them. Too often, however, employees and leaders both feel that no one cares about making things better. The disconnect typically only widens over time, with both sides becoming more firmly entrenched in their viewpoints. Becoming a courageous culture means building teams of microinnovators, problem solvers, and customer advocates working together. In our world of rapid change, a courageous culture is your competitive advantage. It ensures that your company is “sticky” for both customers and employees. In Courageous Cultures, you’ll learn practical tools that help you: Learn the difference between microinnovators, problem solvers, and customer advocates and how they work together. See how the latest research conducted by the authors confirms why organizations struggle when it comes to creating strong cultures where employees are encouraged to contribute their best thinking. Learn proven models and tools that leaders can apply throughout all levels of the organization, to reengage and motivate employees. Understand best practices from companies around the world and learn how to apply these strategies and techniques in your own organization. This book provides you with the practical tools to uncover, leverage, and scale the best ideas from every level of your organization.

212: The Extra Degree

Author : Sam Parker
Publisher : The Walk The Talk Company
ISBN 13 : 9781885228673
Total Pages : 88 pages
Book Rating : 4.2/5 (286 download)

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Book Synopsis 212: The Extra Degree by : Sam Parker

Download or read book 212: The Extra Degree written by Sam Parker and published by The Walk The Talk Company. This book was released on 2011-04-15 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: 212° the extra degree captures the essence of excellence in an unforgettable way... At 211° water is hot. At 212°, it boils. And with boiling water, comes steam. And with steam, you can power a train. The one extra degree, that one small step, makes the difference. In the original 212° the extra degree softcover, the simple 212° concept is illustrated through a clear introduction and then supported by a series of thoughts, examples, and facts that will help you absorb the 212° mindset. Its purpose is to inspire the extra level of effort that produces exponential results. Let 212° become a part of everyone's vocabulary. This book will encourage anyone who reads it to give that extra degree of effort...the extra degree that will produce extraordinary results.

Culture Crossing

Author : Michael Landers
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1626567115
Total Pages : 209 pages
Book Rating : 4.6/5 (265 download)

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Book Synopsis Culture Crossing by : Michael Landers

Download or read book Culture Crossing written by Michael Landers and published by Berrett-Koehler Publishers. This book was released on 2017-01-09 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thrive in the multicultural communities where you work and live People, money, and information are flowing faster than ever across international borders, putting us all just one step away from a culture crash—that moment when you unintentionally confuse, frustrate, or offend someone from another culture. Are you struggling with trying to learn the customs, nuances, and hot buttons of every culture you might come into contact with? Michael Landers guides you toward a better solution: becoming aware of your own cultural “baggage.” You'll learn to sidestep the knee-jerk reactions that can get you into trouble and develop the agility to adjust your behaviors and expectations as needed. Through a mix of entertaining and instructive stories, valuable insights, and eye-opening self-assessments, Culture Crossing offers an essential primer for improving all your interactions with people from any background.