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  • 1
    ISBN: 9780814473689
    Language: English
    Pages: 1 online resource (231 pages) , illustrations
    Edition: [First edition].
    DDC: 658.8/12
    Keywords: Customer services
    Abstract: Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: find and retain service-oriented people; get to know customers intimately; build a service vision; train and coach; create and maintain a service management process that aligns people, systems, and customers; involve and empower employees; recognize and reward good performance.
    Note: Includes bibliographical references and index
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  • 2
    Online Resource
    Online Resource
    San Francisco : Berrett-Koehler Publishers
    ISBN: 0585310467 , 9780585310466 , 9781609941505 , 1609941500 , 9781576750438 , 1576750434
    Language: English
    Pages: 1 Online-Ressource (xx, 214 pages)
    DDC: 650.1/3
    Keywords: BUSINESS & ECONOMICS / Motivational ; BUSINESS & ECONOMICS / Mentoring & Coaching ; Partnership ; Wirtschaft ; Partnership
    Note: Includes bibliographical references (pages 199-203) and index , Focusing : preparing for partnership -- Auditioning : picking great partners -- Rehearsing : getting the partnership in shape -- Dancing : keeping the magic in motion -- Hurting : managing the pain in partnership -- Bowing out : calling it curtains , In this guide, authors Chip Bell and Heather Shea tell you how to create and maintain truly great partnerships. Using examples drawn from the world of business and the world of dance to illustrate the principles and practices of great partnering, they lead you step-by-step from deciding if partnership is right for you to celebrating the end of a successful partnership
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  • 3
    Online Resource
    Online Resource
    San Francisco : Berrett-Koehler Publishers
    ISBN: 9781609947118 , 1609947118 , 9781609947125 , 1609947126 , 9781609947101 , 160994710X
    Language: English
    Pages: 1 Online-Ressource
    Edition: 3rd. ed., rev. and expanded
    DDC: 658.3/124
    Keywords: BUSINESS & ECONOMICS / Mentoring & Coaching ; BUSINESS & ECONOMICS / Training ; BUSINESS & ECONOMICS / Management ; Wirtschaft ; Mentoring in business ; Executives ; Employees Training of ; Employees Counseling of ; Mentor ; Mitarbeiterschulung ; Führungskraft ; Führungskraft ; Mentor ; Mitarbeiterschulung
    Note: Includes bibliographical references and index , Leaders Creating Leaders This latest edition of the classic Managers as Mentors is a rapid-fire read that guides leaders in helping associates grow in today?s tumultuous organizations. Thoroughly revised throughout with twelve new chapters, this edition places increased emphasis on the mentor acting as a learning catalyst with the protg rather than simply handing down knowledge. As with previous editions, a fictional case study of a mentor-protg relationship runs through the book. But now this is augmented with interviews with six top US CEOs. New chapters cover topics such as the role of mentoring in spurring innovation and mentoring a diverse and dispersed workforce accustomed to interacting digitally. Also new to this edition is the Mentor?s Toolkit, six resources to help in developing the mentor-protg relationship. This hands-on guide teaches leaders to be the kind of confident coaches integral to learning organizations. ?Continual learning is a key to effective leadership?Managers as Mentors is a practical yet powerful book for helping leaders make continual learning a valuable addition to their strategy.? ?Mike Krzyzewski, Head Coach, Duke University Men?s Basketball, 2010 NCAA Champions ?Mentoring is the highest of the teaching arts, and in this new edition, Chip Bell and Marshall Goldsmith have skillfully crafted the essential handbook for all those who are trusted advisors to aspiring leaders.? ?Jim Kouzes, coauthor of The Leadership Challenge and Dean?s Executive Fellow of Leadership, Leavey School of Business, Santa Clara University ?Managers as Mentors will be the indispensable handbook of managers/leaders across the sectors.? ?Frances Hesselbein, President and CEO, The Frances Hesselbein Leadership Institute, and former CEO, Girls Scouts of the USA , Part 1 : Mentoring is ... -- Part 2 : Surrendering -- leveling the learning field -- Part 3 : Accepting -- creating a safe haven for risk taking -- Part 4 : Gifting -- the main event -- Part 5 : extending -- nurturing a self-directed learner -- Part 6 : Special conditions -- Part 7 : The mentor's toolkit
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  • 4
    ISBN: 9781605099767 , 1605099767 , 9781605099774 , 1605099775 , 9781605099576 , 1605099570 , 9781605099750 , 1605099759
    Language: English
    Pages: 1 Online-Ressource (vii, 248 p.)
    Edition: 1st ed
    Series Statement: BK business book
    DDC: 658.8/12
    Keywords: BUSINESS & ECONOMICS / Customer Relations ; Customer loyalty ; Customer relations ; Customer services ; Internet ; Wirtschaft ; Customer relations ; Customer services ; Customer loyalty ; Internet
    Note: In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain -- they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company's customer service doesn't adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what today's customers expect and how to give it to them , Welcome to turbulent times! -- How the service covenant became corrupted -- Picky : why today's customers are finicky -- Fickle : why today's customers are capricious -- Vocal : why today's customers are noisy -- Vain : why today's customers are self-centered -- Manifesto : the wired and dangerous link -- How the service covenant can be rebalanced -- Grounding : how to balance yourself for partnership -- Connection : how to help customers feel like partners -- Bad connections : how to turn angry customers into partners -- Wireless connections : how to partner with customers via the internet -- Congruence : how to get the service setting in balance -- Acumen : how to keep the customer relationship in balance -- Suggestions for partnering with customers , Includes bibliographical references (p. 233-235) and index
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  • 5
    Online Resource
    Online Resource
    New York : AMACOM - American Management Association
    ISBN: 0814432050 , 9780814432051 , 9780814432044 , 0814432042
    Language: English
    Pages: 1 Online-Ressource
    Edition: 3rd ed
    DDC: 658.8/12
    Keywords: Business ; Customer satisfaction ; Customer services ; BUSINESS & ECONOMICS / Customer Relations ; Customer services ; Wirtschaft ; Customer services ; Kundenorientierung ; Kundenorientierung
    Note: Includes bibliographical references and index , The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas , Preface -- Thanks -- Imperative 1: find and retain quality people -- Recruit creatively and hire carefully -- Keeping your best and brightest -- Why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- Little things mean a lot -- Learning from lost customers -- The power of a service strategy -- Getting your vision down on paper -- Service standards build consistency -- Effort : the achilles heel of customer experience -- Making service delivery processes "happy" -- Measure and manage from the customer's point of view -- Serving online : when clicks replace bricks -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence and commitment to customers -- Thinking and acting like a coach -- Fostering responsible freedom -- Removing the barriers to empowerment -- Inspiring passion for the customer -- Recognition and reward: fueling the fires of service success -- Feedback : breakfast, lunch and dinner of champions -- The art of interpersonal feedback -- Incenting great service -- Celebrate success -- Great service leaders foster trust -- Great service leadership in action -- Index -- About the authors
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  • 6
    Online Resource
    Online Resource
    [Erscheinungsort nicht ermittelbar] : Berrett-Koehler Publishers | Boston, MA : Safari
    Language: English
    Pages: 1 online resource (240 pages)
    Edition: 1st edition
    Keywords: Electronic books ; local
    Abstract: "Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results." -Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA) Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, "If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer.
    Note: Online resource; Title from title page (viewed September 8, 2020) , Mode of access: World Wide Web.
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