The Service Culture Handbook

Autor: Jeff Toister
Publisher:
ISBN: 9780692842003
File Size: 48,32 MB
Format: PDF, Mobi
Read: 3867
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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

Strategic Customer Service

Autor: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081441334X
File Size: 50,63 MB
Format: PDF
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The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Handbook Of The Economics Of Art And Culture

Autor:
Publisher: Newnes
ISBN: 0444537775
File Size: 51,37 MB
Format: PDF
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This volume emphasizes the economic aspects of art and culture, a relatively new field that poses inherent problems for economics, with its quantitative concepts and tools. Building bridges across disciplines such as management, art history, art philosophy, sociology, and law, editors Victor Ginsburgh and David Throsby assemble chapters that yield new perspectives on the supply and demand for artistic services, the contribution of the arts sector to the economy, and the roles that public policies play. With its focus on culture rather than the arts, Ginsburgh and Throsby bring new clarity and definition to this rapidly growing area. Presents coherent summaries of major research in art and culture, a field that is inherently difficult to characterize with finance tools and concepts Offers a rigorous description that avoids common problems associated with art and culture scholarship Makes details about the economics of art and culture accessible to scholars in fields outside economics

Powerful Phrases For Effective Customer Service

Autor: Renee Evenson
Publisher: AMACOM
ISBN: 0814420338
File Size: 80,49 MB
Format: PDF, Kindle
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Let's face it, dealing with customers isn't easy. They aren't always right-or even pleasant-but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations. Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.

The Nordstrom Way To Customer Service Excellence

Autor: Robert Spector
Publisher: John Wiley & Sons
ISBN: 111823653X
File Size: 80,58 MB
Format: PDF, Docs
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The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. —Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company. New material in this revised edition includes: "How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture Chapters on Nordstrom's online customer service and the innovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customer service Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.

Service Failure

Autor: Jeff Toister
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081443200X
File Size: 31,48 MB
Format: PDF, ePub
Read: 8490
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Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should. The results can be both surprising and illuminating, such as: • Company culture doesn’t always support service excellence • Over-emphasis on cost reduction often increases the cost of service • Employees are torn between doing the right thing for the customer and following policy • Poor products and services can make helping the customer nearly impossible • Employees’ interests often don’t align with company goals Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.

The Handbook Of Negotiation And Culture

Autor: Michele J. Gelfand
Publisher: Stanford University Press
ISBN: 0804745862
File Size: 50,76 MB
Format: PDF, ePub, Docs
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In the global marketplace, negotiation frequently takes place across cultural boundaries, yet negotiation theory has traditionally been grounded in Western culture. This book, which provides an in-depth review of the field of negotiation theory, expands current thinking to include cross-cultural perspectives. The contents of the book reflect the diversity of negotiation—research-negotiator cognition, motivation, emotion, communication, power and disputing, intergroup relationships, third parties, justice, technology, and social dilemmas—and provides new insight into negotiation theory, questioning assumptions, expanding constructs, and identifying limits not apparent from working exclusively within one culture. The book is organized in three sections and pairs chapters on negotiation theory with chapters on culture. The first part emphasizes psychological processes—cognition, motivation, and emotion. Part II examines the negotiation process. The third part emphasizes the social context of negotiation. A final chapter synthesizes the main themes of the book to illustrate how scholars and practitioners can capitalize on the synergy between culture and negotiation research.

The Handbook Of Organizational Culture And Climate

Autor: Neal M. Ashkanasy
Publisher: SAGE
ISBN: 1412974828
File Size: 55,62 MB
Format: PDF, Docs
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The Second Edition provides an overview of current research, theory and practice in this expanding field. The editorial team and the authors come from diverse professional and geographical backgrounds, and provide an unprecedented coverage of topics relating to both culture and climate of modern organizations.

Handbook On Building Cultures Of Peace

Autor: Joseph de Rivera
Publisher: Springer Science & Business Media
ISBN: 0387095756
File Size: 72,80 MB
Format: PDF, Kindle
Read: 2469
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Mediation and negotiation, personal transformation, non-violent struggle in the community and the world: these behaviors – and their underlying values – underpin the United Nations’ definition of a culture of peace, and are crucial to the creation of such a culture. The Handbook on Building Cultures of Peace addresses this complex and daunting task by presenting an accessible blueprint for this development. Its perspectives are international and interdisciplinary, involving the developing as well as the developed world, with illustrations of states and citizens using peace-based values to create progress on the individual, community, national, and global levels. The result is both realistic and visionary, a prescription for a secure future.

Uplifting Service

Autor: Ron Kaufman
Publisher: Evolve Pub Incorporated
ISBN: 9780984762507
File Size: 16,13 MB
Format: PDF, ePub, Docs
Read: 5474
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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.