Download or read book People Exceeding the Expectations of Your Internal and External Customers written by Carl Henry and published by . This book was released on 1997 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Is King How to Exceed Their Expectations written by Robert Craven and published by Random House. This book was released on 2012-02-29 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: Updated eBook edition What happens to your customers when you do business with them? Customer is King helps you to approach the problem from the point of view of the clients and work towards the level of customer satisfaction that makes them come back to you again and again. Practical and packed full of easy-to-understand advice, you'll find: * checklists and worksheets * case studies of real businesses * frequently asked questions
Download or read book Lead With Your Customer 2nd Edition written by Mark David Jones and published by Association for Talent Development. This book was released on 2019-02-01 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Download or read book The Freedom Paradox written by Bobby Albert and published by Morgan James Publishing. This book was released on 2020-01-07 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cutting through the haze of hatred and polarizing politics of our time, The Freedom Paradox offers an unexpected solution to re-unite America. It was the best of times, and it now seems like the worst of times. The chaos, discord and hostility gripping America today are evident to all. The root cause of these woes, however, is not so obvious. Using his keen sense of cultural awareness, Bobby Albert answers the questions that are on our hearts and minds, “What happened to the America of our youth?” and “How can we re-claim it?”. Many are fighting for and celebrating their freedoms, but few realize that unrestrained freedom today results in chaos and constraints tomorrow. Within The Freedom Paradox, readers discover: The “Life and Liberty Equation” and why it’s out of balance The competing approaches of principle and expediency The contrasts and consequences associated with scarcity and abundance mindsets The impact of what they say and how they say it The root cause of the problems of their great nation and how they can help
Download or read book That s Customer Focus written by F. Ray Miller and published by That's Customer Focus!. This book was released on 2008 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: Differentiate your business by sharpening your Customer Focus or risk giving your competitors a competitive advantage.The-best-of-the-best do this. They know that the only long-term strategy that effectively creates customer loyalty, long-term profitability and which strengthens both internal service performance and productivity is a Customer-Focused strategy.This outstanding book explains what it takes to become truly Customer-Focused. It provides detailed, step-by-step instructions on what you need to do to create customer focus throughout your entire organization. We describe in detail, 12 proven 'best practices' strategies which you can learn from and use to create your own customer focus strategy and implementation plan. This book contains over 200 pages of detailed explanations, real world examples, stories and case studies as well as exercises and worksheets which have been designed to help you achieve greater customer focus in your organization, company, department or team.
Download or read book No Fear Management written by Harry Chambers and published by CRC Press. This book was released on 1997-12-29 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: No Fear Management tackles the problem of what the authors dub "Third Reich Management." You'll learn the signs of abusive management styles and how they can not only destroy the morale of a company, but how they can decrease its profits as well. Best of all, you'll learn how to drive dysfunctional management out of your company and enjoy the results of a positive work environment. No Fear Management is written for today's professionals to clearly identify what is needed to succeed in today's workplace. This book serves as a guide for the development of the people skills needed to ensure that a business is successful in the changing work environment of the future. Management styles that are dictatorial, insensitive, uncaring, and abusive cannot bring success to organizations in the interdependent global economy of the 21st century. The rules have changed in the new American workplace. This book shows you how to play today's game by today's rules.
Download or read book EMS Supervisor written by Orlando Dominguez and published by Jones & Bartlett Learning. This book was released on 2015-05-20 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: EMS Supervisor provides entry-level, mid-level, senior, and prospective EMS supervisors with a managerial leadership reference guide offering a roadmap to dealing with common challenges faced by those in leadership roles.
Download or read book Grab Your Seat Insights Into Becoming a Human Capital Business Leader written by Samuel Ernesto Maputso and published by Chiado Editorial. This book was released on 2021-02-01 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your destiny is in your hands! Whether you’ll die a modest Human Capital resident expert, or you’ll become a respected Global Superstar, it only depends on you. Being excellent in your functional role, beating all your KPIs, is no longer good enough. You are required to clear and consistently add value to the rest of the organisation, to the bottom line. This book offers insights that will help you move from the peripheral role of Strategic HR Business Partner into a more central one of driving business results, from enabling the business to operate swiftly to focusing primarily on driving overall organisation performance and productivity. To the business leaders out there, this book is about how to take your contribution for the performance of your organisation to the next level.
Download or read book Armstrong s Handbook of Performance Management written by Michael Armstrong and published by Kogan Page Publishers. This book was released on 2009-09-03 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this radically updated new edition Michael Armstrong looks at the results of major research in this area. He considers how evidence-based material informs understanding of the position performance management has reached and provides practical guidance on how this evidence can be interpreted and applied. Armstrong's Handbook of Performance Management includes 9 brand new chapters covering important developments in this area including: critiques of performance management; coaching; new performance management models and a performance management toolkit. Additional online resources are provided for both lecturers and students.
Download or read book High Impact Interview Questions written by Victoria Hoevemeyer and published by AMACOM. This book was released on 2005-09-26 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Tell me about a time...." The words evoke a child's fairy-tale innocence. Yet when used by an interviewer, they can help to determine the suitability of a job candidate by eliciting real-world examples of behaviors and experience that can save you and your organization from making a bad hiring decision. High-Impact Interview Questions shows you how to use competency-based behavioral interviewing methods that will uncover truly relevant and useful information. By having applicants describe specific situations from their own experience during previous jobs (rather than asking them hypothetical questions about "what would you do if..."), you'll be able to identify specific strengths and weaknesses that will tell you if you've found the right person for the job. But developing such behavior-based questions can be time-consuming and difficult. High-Impact Interview Questions saves you both time and effort. The book contains 701 questions you'll be able to use or adapt for your own needs, matched to 62 in-demand skills such as customer focus, motivation, initiative, adaptability, teamwork, and more. It allows you to move immediately to the particular skills you want to measure, and quickly find just the right tough but necessary questions to ask during an interview. Asking behavior-based questions is by far the best way to discover crucial details about job candidates. High-Impact Interview Questions gives you the tools and guidance you need to gather this important information before you hire.
Download or read book Workplace Success written by Lenora Peters Gant, Ph.D. and published by Author House. This book was released on 2007-02-28 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a guide that focuses on workplace interactions; behaviors and relationships that will help you achieve career success. Based on her own career journey that includes DOD, Office of the Secretary of Defense (assignments in Japan, Philippines, England, and Belgium), and advisor to the Director of Central Intelligence on Workforce Issues and Diversity Management, the author painstakingly addresses ten key steps that illuminate a prescription for workplace success. Outlined under each of the ten steps are optional actions and strategies that can be immediately put to use. The author includes job aides to help the reader assess skills and competencies. As an added bonus at the end of the guide, the author identifies a list of Workplace Dirty Dozen Behaviors that she believes are detrimental to career success and advancement. To facilitate the reader in planning and implementing a course of action, the author provides a personal action planning form at the end of each step. The form is a tool that helps the reader identify personal action steps, including notes to refer to later. The process facilitates documentation of strategies and ideas that could e helpful to advancing one’s career. This guide is particularly useful for new and returning workers. College students who are about to embark on their career journeys might find this guide very useful prior to and during the initial employment period. Without a doubt, those first few weeks on the job can be rather contentious due partly to building new relationships and the learning curve of adjusting to new work demands. Let this guide provide you with insights that can bring you a sense of balance, smooth the transition from college to work, and lessen the stress of dealing with those nuisances and unwritten rules prevalent in most work environments today.
Download or read book Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry written by Salih Kusluvan and published by Nova Publishers. This book was released on 2003 with total page 876 pages. Available in PDF, EPUB and Kindle. Book excerpt: The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.
Download or read book Pit Stops for Peak Performance written by Kanti Gopal Kovvali and published by Jaico Publishing House. This book was released on 2015-01-30 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you a Formula 1 buff? Even if you are not, have you had a chance to watch a Formula 1 (F1) race? It is probably the most grueling race in the world, where only the best qualify. These drivers are daredevils, deeply passionate about the sport and have nerves of steel. They are backed by great machines, great automobile research and great support teams. There is nothing really that sets one F1 driver apart from the other among the top 10. If that is so, how is it that some of them win consistently? How are F1 drivers like Lewis Hamilton and Mark Webber so consistent in winning the race every time? What separates winners from those who “almost win”? If this question bothers you, then Pit Stops for Peak Performance is for you. In a race where winning depends on speed and your ability to race ahead of others, what really differentiates winners from others are your SMART STOPS. This includes planned stops as well as unplanned stops. These stops in Formula 1 lingo are called PIT STOPS. Pit stops can make or break a race. “A lot of races are won in the pit,” according to IndyCar driver Will Power. Isn’t your work as a manager like the Formula 1 race where you are racing for excellence through the year? If pit stops differentiate the winners from others, how smart are your pit stops? You will learn how to: • Achieve high performance • Set and achieve reasonable and realistic goals • Develop teams and motivate them • Analyze the markets – customers, distributors and competitors • Become more productive and strategic KANTI GOPAL KOVVALI is the founder and CEO of a change management consultancy firm, Institution Builders HR Solutions Pvt Ltd (www.institutionbuilders.com). He is an OD specialist with significant expertise in large-scale change methodologies and building high performance work cultures.
Download or read book Pit Stops for Peak Performance written by Kanti Gopal and published by Notion Press. This book was released on 2014-08-22 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you a Formula 1 buff? Even if you are not, have you had a chance to watch a Formula 1 (F1) race? It is probably the most grueling race in the world. As you are aware, only the best qualify. These drivers are daredevils. They are physically fit and mentally tough. They are deeply passionate about the sport and have nerves of steel. They are backed by great machines, great automobile research and great support teams. There is nothing really that sets one F1 driver apart from the other among the top 10. If that is so, how is it that some of them win consistently? How are F1 drivers like Michael Schumacher in the past and Sebastian Vettel, Kimi Raikkonen, Lewis Hamilton and Mark Webber in the present so consistent in winning the race every time? What separates winners from those who “almost win”? If this question bothers you, you will find this book interesting. In a race where winning depends on speed and your ability to race ahead of others, what really differentiates winners from others are your SMART STOPS. This includes planned stops as well as unplanned stops. These stops in Formula 1 lingo are called PIT STOPS. Pit stops can make or break a race. "A lot of races are won in the pit," according to IndyCar driver Will Power. Isn’t your work as a manager like the Formula 1 race where you are racing for excellence through the year? If Pit stops differentiate the winners from others, how smart are your pit stops? This book will benefit you and your colleagues if You have to put in disproportionate effort to achieve high performance. It is becoming increasingly difficult to read the market, understand customer preferences, predict competitor moves, shape the organization’s culture and be ready for the next disruptive change in the industry. Your team and you are focused most of the time on action and fire fighting and rue if only you had the time to think and reflect. If you are more often than not taken by surprise by the results of a customer feedback survey or employee satisfaction report or the sudden resignation of an employee or a change in market trends. Heart in heart you know that strategic planning, departmental budgeting and individual goal setting exercises of your organization are a farce. Team level trust and work synergies are missing. Annual performance appraisals create more problems than what you bargained for.
Download or read book Construction Project Management written by Peter Fewings and published by Routledge. This book was released on 2013-05-07 with total page 567 pages. Available in PDF, EPUB and Kindle. Book excerpt: The role of the project manager continues to evolve, presenting new challenges to established practitioners and those entering the field for the first time. This second edition of Peter Fewings' groundbreaking textbook has been thoroughly revised to recognise the increasing importance of sustainability and lean construction in the construction industry. It also tackles the significance of design management, changing health and safety regulation, leadership and quality for continuous improvement of the service and the product. Using an integrated project management approach, emphasis is placed on the importance of effectively handling external factors in order to best achieve an on-schedule, on-budget result, as well as good negotiation with clients and skilled team leadership. Its holistic approach provides readers with a thorough guide in how to increase efficiency and communication at all stages while reducing costs, time and risk. Short case studies are used throughout the book to illustrate different tools and techniques. Combining the theories underpinning best practice in construction project management, with a wealth of practical examples, this book is uniquely valuable for practitioners and clients as well as undergraduate and graduate students for construction project management.
Download or read book Customer Service Best Practices written by Ron Zemke and published by Human Resource Development. This book was released on 1998 with total page 502 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book QualiTraining written by Laura Mureșan and published by Council of Europe. This book was released on 2007-01-01 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: There is growing interest in national and regional contexts for standard-setting in areas such as evaluation, approaches to quality control and management. In the first mediumterm programme the ECML project "Quality Assurance and Self-assessment for Schools and Teachers" developed a CD-Rom entitled "Quality Management in Language Education". Building on the outcomes of this project, this publication - a training guide for teacher trainers and multipliers responsible for quality assurance in language teaching at various levels in the educational system - has been produced. The guide aims to provide them with a complementary tool for this work, linking theory to practice with illustrative case studies from a variety of sources.
