Written for front-line managers, supervisors, and owners of small companies, this title shows how to create good service on a day-to-day, real time, every-time basis. It presents eight goals to ensure superior service along with practical ways to achieve excellence in each of these areas.
Power is no longer the ticket to upward mobility or job security - competence is! Leaders as mentors must replace advice on 'how to get ahead' with guidance on "how to get (and stay) smart." This book introduces a revolutionary new paradigm for creating a learning organization one person at a time. This highly practical book is a rapid-fire read ...
This is a powerful and inventive guide to creating irrationally loyal customers. There are a mountain of books about customer service, but very few as provocative and innovative as "Take Their Breath Away". This practical book shows how to create and implement cutting-edge, inspiring concepts that raise the bar for the customer experience and help ...
Astute managers and entrepreneurs know that customer loyalty is a necessity for profitable businesses in the '90s and beyond. In "Customers as Partners", Chip Bell shows how long-term success depends on replacing superficial transaction-oriented approaches with the deeper commitment of partnership. Describing the quality that embody this deeper ...
Like stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. The author show that service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice.
Everyone is familiar with the age-old cartoon battles between Wile E. Coyote and the Road Runner - how the determined but hapless coyote plots and plans to capture the elusive bird but never achieves his long-term goal. According to the authors these classic cartoons offer a powerful metaphor for business managers today who are seeking marketplace ...
This text offers an in-depth look at how one can successfully manage the interpersonal side of business partnerships. It offers tools, details techniques and provides activities and resources to help champion thriving partnerships in every enterprise.
This work provides the philosophy and practical guidance to enable organizations to elicit customer loyalty. Topics covered include the techniques and strategies to promote a sustainable culture that nurtures the customer, and examples of organizations famed for "customer love".
Although more products and services are available than ever before, companies are still sending out the wrong message by giving their customers boring, apathetic, impatient, and uninspired service, when an organisation's commercial success is incumbent upon making customers feel valued."Customer Loyalty Guaranteed" shows leaders at all levels how ...
This text shows that mentoring means valuing creativity over control, fostering growth by facilitating learning, and helping others get smart, not just ahead. It provides managers with techniques and tips on how to use a mentoring relationship to enhance continuous learning, and includes approaches useful in performance coaching and counselling, ...
This title is written by the best-selling author of "Managers As Mentors", which has sold over 100,00 copies sold. It reveals the 7 magnetic-service secrets that work for well-known brands, such as starbucks, Harley Davidson, and Ritz-Carlton. It provides countless tools, techniques, and tips important to fostering customer devotion. It includes ...
Do you long to build a cult-like following for your business? Would you like to have customers that don't just forgive you when you err, but actually help you correct what caused the mistake? Customers that don't just recommend you, but assertively insist that their friends do business with you? Discover the seven "magnetic service" secrets that ...
"Demystifying Outsourcing" emphasizes the importance of building partnerships with consultants and vendors to achieve results. Training managers who utilize this resource will build their confidence and strengthen their outsourcing capabilities as they navigate complex outsourced projects. As a comprehensive toolkit, the book takes the reader step ...
Este libro es una guia de lectura rapida y provocativa para conseguir que los colaboradores crezcan y se adapten a las necesidades de las organizaciones actuales. Esta dirigido a aquellos directivos que desean ser los lideres de las organizaciones que aprenden.
In today's business world there are two kinds of executives...the Wile E. Coyote and the Road Runner. The hapless Coyote plots and plans to capture the elusive bird, but never achieves his long-term goal. For most business executives today, the Coyote has become the prevailing metaphor, as they rely more and more on conventional and outdated ...
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