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Author : Carl Henry
Publisher :
ISBN 13 : 9780965762601
Total Pages : 150 pages
Book Rating : 4.7/5 (626 download)
Download or read book People : Exceeding the Expectations of Your Internal and External Customers written by Carl Henry and published by . This book was released on 1997 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Robert Craven
Publisher : Random House
ISBN 13 : 1448132096
Total Pages : 242 pages
Book Rating : 4.4/5 (481 download)
Download or read book Customer Is King: How to Exceed Their Expectations written by Robert Craven and published by Random House. This book was released on 2012-02-29 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: Updated eBook edition What happens to your customers when you do business with them? Customer is King helps you to approach the problem from the point of view of the clients and work towards the level of customer satisfaction that makes them come back to you again and again. Practical and packed full of easy-to-understand advice, you'll find: * checklists and worksheets * case studies of real businesses * frequently asked questions
Author : Mark David Jones
Publisher : Association for Talent Development
ISBN 13 : 1947308858
Total Pages : 273 pages
Book Rating : 4.9/5 (473 download)
Download or read book Lead With Your Customer, 2nd Edition written by Mark David Jones and published by Association for Talent Development. This book was released on 2019-02-01 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Author : F. Ray Miller
Publisher : That's Customer Focus!
ISBN 13 : 1419686038
Total Pages : 201 pages
Book Rating : 4.4/5 (196 download)
Download or read book That's Customer Focus! written by F. Ray Miller and published by That's Customer Focus!. This book was released on 2008 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: Differentiate your business by sharpening your Customer Focus or risk giving your competitors a competitive advantage.The-best-of-the-best do this. They know that the only long-term strategy that effectively creates customer loyalty, long-term profitability and which strengthens both internal service performance and productivity is a Customer-Focused strategy.This outstanding book explains what it takes to become truly Customer-Focused. It provides detailed, step-by-step instructions on what you need to do to create customer focus throughout your entire organization. We describe in detail, 12 proven 'best practices' strategies which you can learn from and use to create your own customer focus strategy and implementation plan. This book contains over 200 pages of detailed explanations, real world examples, stories and case studies as well as exercises and worksheets which have been designed to help you achieve greater customer focus in your organization, company, department or team.
Author : Orlando Dominguez
Publisher : Jones & Bartlett Learning
ISBN 13 : 1284101290
Total Pages : 310 pages
Book Rating : 4.2/5 (841 download)
Download or read book EMS Supervisor written by Orlando Dominguez and published by Jones & Bartlett Learning. This book was released on 2015-05-20 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: EMS Supervisor provides entry-level, mid-level, senior, and prospective EMS supervisors with a managerial leadership reference guide offering a roadmap to dealing with common challenges faced by those in leadership roles.
Author : Harry Chambers
Publisher : CRC Press
ISBN 13 : 9781574441192
Total Pages : 282 pages
Book Rating : 4.4/5 (411 download)
Download or read book No Fear Management written by Harry Chambers and published by CRC Press. This book was released on 1997-12-29 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: No Fear Management tackles the problem of what the authors dub "Third Reich Management." You'll learn the signs of abusive management styles and how they can not only destroy the morale of a company, but how they can decrease its profits as well. Best of all, you'll learn how to drive dysfunctional management out of your company and enjoy the results of a positive work environment. No Fear Management is written for today's professionals to clearly identify what is needed to succeed in today's workplace. This book serves as a guide for the development of the people skills needed to ensure that a business is successful in the changing work environment of the future. Management styles that are dictatorial, insensitive, uncaring, and abusive cannot bring success to organizations in the interdependent global economy of the 21st century. The rules have changed in the new American workplace. This book shows you how to play today's game by today's rules.
Author : Victoria Hoevemeyer
Publisher : AMACOM
ISBN 13 : 0814429114
Total Pages : 193 pages
Book Rating : 4.8/5 (144 download)
Download or read book High-Impact Interview Questions written by Victoria Hoevemeyer and published by AMACOM. This book was released on 2005-09-26 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Tell me about a time...." The words evoke a child's fairy-tale innocence. Yet when used by an interviewer, they can help to determine the suitability of a job candidate by eliciting real-world examples of behaviors and experience that can save you and your organization from making a bad hiring decision. High-Impact Interview Questions shows you how to use competency-based behavioral interviewing methods that will uncover truly relevant and useful information. By having applicants describe specific situations from their own experience during previous jobs (rather than asking them hypothetical questions about "what would you do if..."), you'll be able to identify specific strengths and weaknesses that will tell you if you've found the right person for the job. But developing such behavior-based questions can be time-consuming and difficult. High-Impact Interview Questions saves you both time and effort. The book contains 701 questions you'll be able to use or adapt for your own needs, matched to 62 in-demand skills such as customer focus, motivation, initiative, adaptability, teamwork, and more. It allows you to move immediately to the particular skills you want to measure, and quickly find just the right tough but necessary questions to ask during an interview. Asking behavior-based questions is by far the best way to discover crucial details about job candidates. High-Impact Interview Questions gives you the tools and guidance you need to gather this important information before you hire.
Author : Samuel Ernesto Maputso
Publisher : Chiado Editorial
ISBN 13 : 9895291213
Total Pages : 144 pages
Book Rating : 4.8/5 (952 download)
Download or read book Grab Your Seat! Insights Into Becoming a Human Capital Business Leader written by Samuel Ernesto Maputso and published by Chiado Editorial. This book was released on 2021-02-01 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your destiny is in your hands! Whether you’ll die a modest Human Capital resident expert, or you’ll become a respected Global Superstar, it only depends on you. Being excellent in your functional role, beating all your KPIs, is no longer good enough. You are required to clear and consistently add value to the rest of the organisation, to the bottom line. This book offers insights that will help you move from the peripheral role of Strategic HR Business Partner into a more central one of driving business results, from enabling the business to operate swiftly to focusing primarily on driving overall organisation performance and productivity. To the business leaders out there, this book is about how to take your contribution for the performance of your organisation to the next level.
Author : Michael Armstrong
Publisher : Kogan Page Publishers
ISBN 13 : 0749458429
Total Pages : 400 pages
Book Rating : 4.7/5 (494 download)
Download or read book Armstrong's Handbook of Performance Management written by Michael Armstrong and published by Kogan Page Publishers. This book was released on 2009-09-03 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this radically updated new edition Michael Armstrong looks at the results of major research in this area. He considers how evidence-based material informs understanding of the position performance management has reached and provides practical guidance on how this evidence can be interpreted and applied. Armstrong's Handbook of Performance Management includes 9 brand new chapters covering important developments in this area including: critiques of performance management; coaching; new performance management models and a performance management toolkit. Additional online resources are provided for both lecturers and students.
Author : Salih Kusluvan
Publisher : Nova Publishers
ISBN 13 : 9781590336304
Total Pages : 876 pages
Book Rating : 4.3/5 (363 download)
Download or read book Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry written by Salih Kusluvan and published by Nova Publishers. This book was released on 2003 with total page 876 pages. Available in PDF, EPUB and Kindle. Book excerpt: The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.
Author : Shep Hyken
Publisher : Sound Wisdom
ISBN 13 : 1640951547
Total Pages : 184 pages
Book Rating : 4.6/5 (49 download)
Download or read book The Cult of the Customer written by Shep Hyken and published by Sound Wisdom. This book was released on 2020-03-17 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent thirty years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinct cultural phases – from "uncertainty" to "amazement." By presenting dozens of case studies that show how great companies made this journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer – and shows how you can do it too. Hyken’s message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.
Author : Kanti Gopal Kovvali
Publisher : Jaico Publishing House
ISBN 13 : 8184956614
Total Pages : 211 pages
Book Rating : 4.1/5 (849 download)
Download or read book Pit Stops for Peak Performance written by Kanti Gopal Kovvali and published by Jaico Publishing House. This book was released on 2015-01-30 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you a Formula 1 buff? Even if you are not, have you had a chance to watch a Formula 1 (F1) race? It is probably the most grueling race in the world, where only the best qualify. These drivers are daredevils, deeply passionate about the sport and have nerves of steel. They are backed by great machines, great automobile research and great support teams. There is nothing really that sets one F1 driver apart from the other among the top 10. If that is so, how is it that some of them win consistently? How are F1 drivers like Lewis Hamilton and Mark Webber so consistent in winning the race every time? What separates winners from those who “almost win”? If this question bothers you, then Pit Stops for Peak Performance is for you. In a race where winning depends on speed and your ability to race ahead of others, what really differentiates winners from others are your SMART STOPS. This includes planned stops as well as unplanned stops. These stops in Formula 1 lingo are called PIT STOPS. Pit stops can make or break a race. “A lot of races are won in the pit,” according to IndyCar driver Will Power. Isn’t your work as a manager like the Formula 1 race where you are racing for excellence through the year? If pit stops differentiate the winners from others, how smart are your pit stops? You will learn how to: • Achieve high performance • Set and achieve reasonable and realistic goals • Develop teams and motivate them • Analyze the markets – customers, distributors and competitors • Become more productive and strategic KANTI GOPAL KOVVALI is the founder and CEO of a change management consultancy firm, Institution Builders HR Solutions Pvt Ltd (www.institutionbuilders.com). He is an OD specialist with significant expertise in large-scale change methodologies and building high performance work cultures.
Author : Kanti Gopal
Publisher : Notion Press
ISBN 13 : 9383808764
Total Pages : 174 pages
Book Rating : 4.3/5 (838 download)
Download or read book Pit Stops for Peak Performance written by Kanti Gopal and published by Notion Press. This book was released on 2014-08-22 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you a Formula 1 buff? Even if you are not, have you had a chance to watch a Formula 1 (F1) race? It is probably the most grueling race in the world. As you are aware, only the best qualify. These drivers are daredevils. They are physically fit and mentally tough. They are deeply passionate about the sport and have nerves of steel. They are backed by great machines, great automobile research and great support teams. There is nothing really that sets one F1 driver apart from the other among the top 10. If that is so, how is it that some of them win consistently? How are F1 drivers like Michael Schumacher in the past and Sebastian Vettel, Kimi Raikkonen, Lewis Hamilton and Mark Webber in the present so consistent in winning the race every time? What separates winners from those who “almost win”? If this question bothers you, you will find this book interesting. In a race where winning depends on speed and your ability to race ahead of others, what really differentiates winners from others are your SMART STOPS. This includes planned stops as well as unplanned stops. These stops in Formula 1 lingo are called PIT STOPS. Pit stops can make or break a race. "A lot of races are won in the pit," according to IndyCar driver Will Power. Isn’t your work as a manager like the Formula 1 race where you are racing for excellence through the year? If Pit stops differentiate the winners from others, how smart are your pit stops? This book will benefit you and your colleagues if You have to put in disproportionate effort to achieve high performance. It is becoming increasingly difficult to read the market, understand customer preferences, predict competitor moves, shape the organization’s culture and be ready for the next disruptive change in the industry. Your team and you are focused most of the time on action and fire fighting and rue if only you had the time to think and reflect. If you are more often than not taken by surprise by the results of a customer feedback survey or employee satisfaction report or the sudden resignation of an employee or a change in market trends. Heart in heart you know that strategic planning, departmental budgeting and individual goal setting exercises of your organization are a farce. Team level trust and work synergies are missing. Annual performance appraisals create more problems than what you bargained for.
Author : Peter Fewings
Publisher : Routledge
ISBN 13 : 1136827617
Total Pages : 567 pages
Book Rating : 4.1/5 (368 download)
Download or read book Construction Project Management written by Peter Fewings and published by Routledge. This book was released on 2013-05-07 with total page 567 pages. Available in PDF, EPUB and Kindle. Book excerpt: The role of the project manager continues to evolve, presenting new challenges to established practitioners and those entering the field for the first time. This second edition of Peter Fewings' groundbreaking textbook has been thoroughly revised to recognise the increasing importance of sustainability and lean construction in the construction industry. It also tackles the significance of design management, changing health and safety regulation, leadership and quality for continuous improvement of the service and the product. Using an integrated project management approach, emphasis is placed on the importance of effectively handling external factors in order to best achieve an on-schedule, on-budget result, as well as good negotiation with clients and skilled team leadership. Its holistic approach provides readers with a thorough guide in how to increase efficiency and communication at all stages while reducing costs, time and risk. Short case studies are used throughout the book to illustrate different tools and techniques. Combining the theories underpinning best practice in construction project management, with a wealth of practical examples, this book is uniquely valuable for practitioners and clients as well as undergraduate and graduate students for construction project management.
Author : Ron Zemke
Publisher : Human Resource Development
ISBN 13 : 9780874254433
Total Pages : 502 pages
Book Rating : 4.2/5 (544 download)
Download or read book Customer Service Best Practices written by Ron Zemke and published by Human Resource Development. This book was released on 1998 with total page 502 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Laura Mureșan
Publisher : Council of Europe
ISBN 13 : 9789287162830
Total Pages : 114 pages
Book Rating : 4.1/5 (628 download)
Download or read book QualiTraining written by Laura Mureșan and published by Council of Europe. This book was released on 2007-01-01 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: There is growing interest in national and regional contexts for standard-setting in areas such as evaluation, approaches to quality control and management. In the first mediumterm programme the ECML project "Quality Assurance and Self-assessment for Schools and Teachers" developed a CD-Rom entitled "Quality Management in Language Education". Building on the outcomes of this project, this publication - a training guide for teacher trainers and multipliers responsible for quality assurance in language teaching at various levels in the educational system - has been produced. The guide aims to provide them with a complementary tool for this work, linking theory to practice with illustrative case studies from a variety of sources.
Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 345 pages
Book Rating : 4.4/5 (391 download)
Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
