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Required Reading

What Great Service Leaders Know & Do James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger

The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.”

Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success.
[More About This Book]   Feb-10-2016

 

Talking to Crazy: How to Deal with the Irrational and Impossible People in Your Life Dr. Mark Goulston

Let’s face it, we all know people who are irrational. No matter how hard you try to reason with them, it never works. So what’s the solution? How do you talk to someone who’s out of control? What can you do with a boss who bullies, a spouse who yells, or a friend who frequently bursts into tears?

In his book, Just Listen, Mark Goulston shared his bestselling formula for getting through to the resistant people in your life. Now, in his breakthrough new book Talking to Crazy, he brings his communication magic to the most difficult group of all—the downright irrational.
[More About This Book]   Jan-11-2016

 

Getting There: A Book of Mentors Gillian Zoe Segal

The path to success is rarely easy or direct, and good mentors are hard to find. In Getting There, thirty leaders in diverse fields share their secrets to navigating the rocky road to the top. In an honest, direct, and engaging way, these role models describe the obstacles they faced, the setbacks they endured, and the vital lessons they learned. They dispense not only essential and practical career advice, but also priceless wisdom applicable to life in general. Getting There is for everyone—from students contemplating their futures to the vast majority of us facing challenges or seeking to reach our potential.



[More About This Book]   Apr-30-2015

 

Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines By Adam Toporek

This book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Quick chapters show readers how to: achieve the mindset required for Hero-Class service; understand the customer's expectations - and exceed them; develop powerful communication skills; avoid the seven triggers guaranteed to set customers off; handle difficult and even irrational customers with ease; and become an indispensable part of any frontline team.


[More About This Book]   Apr-14-2015

 

The Hidden Leader: Discover and Develop Greatness Within Your Company by Scott K. Edinger, Laurie Sain

Managers today need to make the most of all their resources - and The Hidden Leader shows them how to recognize and cultivate these talented but under utilized employees, who: demonstrate integrity; lead through authentic relationships; focus on results; work from clear customer purpose; and, fulfill the value promise of the company. Supported by real-world examples of hidden leaders in action - and QR codes readers can scan for instant access to online assessments - the book helps managers discover these secret saviors and enable them to deliver even greater value to customers.
[More About This Book]   Mar-27-2015

 

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