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Required Reading

The Leader's Pocket Guide by John Baldoni

Before you can lead others, you must learn to lead yourself. Yet those tasked with leadership roles must discover what their people - and their companies - respond to as they go. The "Leader's Pocket Guide" provides readers with concise, on-the-job expertise to inspire and direct them on their professional journey. Organized into three easy-reference sections - Self, Colleagues, and Organization - the book supplies readers with tactical tips on how to: deliver Inspiration; demonstrate character; develop confidence; communicate with authority; think critically; foster innovation; connect with others; resolve conflicts; add buzz to their leadership brand; coach for development; recognize achievement; instill company-wide purpose; and deal with adversity.
[More About This Book]   Nov-25-2012

 

Service Failure: The Real Reasons Employees Struggle With Customer Service and What You Can Do About It by Jeff Toister

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. Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more.
[More About This Book]   Nov-11-2012

 

The CIO Playbook by Nicholas R. Colisto

As our economy shifts from recession to recovery, our current economic climate is ripe for transformation. CIOs are in a unique position to leverage technology in order to drive innovation and boost business growth.

The CIO Playbook is the handy desk reference for CIOs, CEOs, CFOs, and up and coming leaders, revealing a dynamic seven-step framework (Partner – Organize – Innovate – Deliver – Support – Protect – Grow) that will guide you in making essential changes to your organization.
[More About This Book]   Nov-04-2012

 

Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet by Ron Kaufman

With global economies transforming at record speed, we are largely unprepared for the service demands we face day and night from around the world. We promise our customers satisfaction and then allow internal politics and inefficient methods to frustrate our ability to deliver. With service so much a part of our daily lives, both in and outside the workplace, why aren’t we doing it better?

In Uplifting Service, Ron Kaufman takes you on a journey into a new world of service that is guided by fundamental principles and actionable models. After more than two decades helping leaders transform their service cultures, Kaufman has discovered that while each successful team is different, the architecture they apply to build an uplifting service culture is the same.
[More About This Book]   Oct-28-2012

 

Customer Service Skills for Success (Connect, Learn, Succeed) by Robert W. Lucas

The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented.
[More About This Book]   Oct-21-2012

 

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