The Service Culture Handbook

Author: Jeff Toister
ISBN: 0692842004
Release Date: 2017-03-23

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

Guide to Supply Chain Management

Author: Colin Scott
Publisher: Springer
ISBN: 9783319771854
Release Date: 2018-06-01
Genre: Business & Economics

This essential guide brings supply chain theory to life. Intended for readers with a business interest in supply chain management, the book covers the key topics in eleven chapters, including planning, sourcing, making, delivering and returning, as well as strategy, people, finance, customer service and outsourcing. Each chapter starts with a brief summary and learning objectives that guide the reader through the text. This second edition also explores digital, sustainability and innovation impacts on today’s global supply chains. The book is written in a clear and simple way, featuring a variety of figures, tables and recommendations for further reading. The respective chapters conclude with real-life case studies from different companies, illustrating best practices. In the course of their work, the authors have met professionals all over the world who are passionate about their business achievements. By including their vivid examples, the guide brings theory to life, enabling readers to understand and embrace the concepts and ideas presented. Colin Scott, Henriette Lundgren and Paul Thompson are experts in supply chain management and have worked with practitioners in businesses across the globe. Endorsement: This guide is a really useful reminder of what good practice is and how it should be applied within supply chain management. The book is relevant for students of supply chain management and professional practitioners alike. This book offers an invaluable guide to understanding the specific dynamics of your supply chain and the fundamentals underpinning it. It provides the framework for delivering a supply chain strategy based upon recognised best practice. Martin McCourt, CEO, Dyson Limited .


Author: Denise Lee Yohn
Publisher: Hachette UK
ISBN: 9781473677050
Release Date: 2018-03-22
Genre: Business & Economics

'Leaders everywhere are trying to build great brands, but few realise how powerfully brands are shaped by the cultures of their organizations. This compelling book shows how.' -Adam Grant, New York Times bestselling author of Originals and Give and Take In FUSION, Denise Lee Yohn examines some of the world's greatest organizations and reverse-engineers their greatness - specifically how they've integrated what's on the inside (culture) with what's on the outside (brand) for remarkable results. Through detailed case studies, interviews with industry leaders, findings from respected academic research and drawing on her own experience working with extraordinary brands across a broad range of sectors, Denise shows how great companies achieve the brand-culture fusion that creates extraordinary results and growth. FUSION is for those with responsibility and oversight for the core operations of their business (C-Suite and line managers) who also set the tone and direction for their companies. The book includes access to Denise's proprietary online assessment for determining how close to or how far from brand/culture integration a company is and a blueprint for achieving brand-culture fusion.

Customer Service Tip of the Week

Author: Jeff Toister
ISBN: 0692154140
Release Date: 2018-09-05

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!

The Business Enterprise Handbook

Author: Colin Barrow
Publisher: Kogan Page Publishers
ISBN: 0749441003
Release Date: 2004
Genre: Business & Economics

About this book Introduction 1 Pt. 1 Where are we now? 7 1 Your mission 15 2 Opportunities and threats 23 3 Strengths and weaknesses 38 4 The financial position 57 5 How to diagnose your organisation 97 6 Assessing people, structure and systems 114 Pt. 2 Where are we going? 143 7 Marketing options 147 8 Marketing strategy: focus and priorities 152 9 Choosing between alternatives 162 10 Financing growth 178 11 Acquisitions, mergers, joint ventures and divestments 219 12 Visionary leadership 238 Pt. 3 How will we get there? 253 13 The marketing plan 257 14 The people plan 270 15 Managing change 285 16 The financial plan 302 17 Writing and presenting your business plan 322 18 Exit routes 337 References 352 Index 354 Index of advertisers 356.

Customer Obsessed

Author: Eric Berridge
Publisher: John Wiley & Sons
ISBN: 9781119326038
Release Date: 2016-10-03
Genre: Business & Economics

"Whether or not you use Salesforce, this book will provide you with a strategic framework to drive business transformation for your organization and your customers, and give an understanding of how cloud technology influences, and is influenced by, current trends and developments in design, analytics, and customer and employee culture"--

Encyclopedia of Medical Organizations and Agencies

Author: Gale Group
Publisher: Gale Cengage
ISBN: 0787669008
Release Date: 2004-08-01
Genre: Medical

pThis resource brings you instant access to public and private agencies concerned with medical information, funding, research, education, planning, advocacy, advice and service. pSixty-nine subject chapters represent an entire range of contemporary medical fields: allergy and immunology, alternative medicine, biomedicine, chiropractic, gastroenterology, hypnosis, neurology, osteopathic medicine, reproduction and family planning, substance abuse and more. Entries provide contact and descriptive information for the organizations listed. A name and keyword index, as well as a subject cross-index, make finding information easy.

Forthcoming Books

Author: Rose Arny
ISBN: UOM:39015060466151
Release Date: 2003-12
Genre: American literature