Download or read book Waiting For Service written by Amas Tenumah and published by Bien Publishing. This book was released on 2021 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: You hate waiting in line or on the phone for customer service. There have been plenty of books about customer service, that all seem to offer "secrets" to improve customer service. This is not that book. I instead want to focus on Why customer Service is so broken and give you the secrets to get around it. Customer service is bad by design. Your bad customer service is not random, it is intentional. Customer Service is universally terrible, this is not an opinion. You do not have to believe me, I am saying it is raining outside and you can simply look out the window. I spent two decades helping dozens of your favorite brands with customer service. You will laugh, get mad all over again at some of the conversations I have had with executives around customer service. I name names, expose Customer Service nightmares from Travel, to Cable, Walmart, fast food and so much. I also provide you with how to get around bad service and offer radical thinking to reset customer service. -- Amas Tenumah

Download or read book Waiting on a Train written by James McCommons and published by Chelsea Green Publishing. This book was released on 2009-11-06 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: During the tumultuous year of 2008--when gas prices reached $4 a gallon, Amtrak set ridership records, and a commuter train collided with a freight train in California--journalist James McCommons spent a year on America's trains, talking to the people who ride and work the rails throughout much of the Amtrak system. Organized around these rail journeys, Waiting on a Train is equal parts travel narrative, personal memoir, and investigative journalism. Readers meet the historians, railroad executives, transportation officials, politicians, government regulators, railroad lobbyists, and passenger-rail advocates who are rallying around a simple question: Why has the greatest railroad nation in the world turned its back on the very form of transportation that made modern life and mobility possible? Distrust of railroads in the nineteenth century, overregulation in the twentieth, and heavy government subsidies for airports and roads have left the country with a skeletal intercity passenger-rail system. Amtrak has endured for decades, and yet failed to prosper owing to a lack of political and financial support and an uneasy relationship with the big, remaining railroads. While riding the rails, McCommons explores how the country may move passenger rail forward in America--and what role government should play in creating and funding mass-transportation systems. Against the backdrop of the nation's stimulus program, he explores what it will take to build high-speed trains and transportation networks, and when the promise of rail will be realized in America.

Download or read book OECD Health Policy Studies Waiting Times for Health Services Next in Line written by OECD and published by OECD Publishing. This book was released on 2020-05-28 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: The report reviews a range of policies that countries have used to tackle waiting times for different services, including elective surgery and primary care consultations, but also cancer care and mental health services, with a focus on identifying the most successful ones.

Download or read book We Are the Ones We Have Been Waiting for written by Alice Walker and published by The New Press. This book was released on 2007-11-06 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: A New York Times bestseller in hardcover, Pulitzer Prize winner Alice Walker’s We Are the Ones We Have Been Waiting For was called “stunningly insightful” and “a book that will inspire hope” by Publishers Weekly. Drawing equally on Walker’s spiritual grounding and her progressive political convictions, each chapter concludes with a recommended meditation to teach us patience, compassion, and forgiveness. We Are the Ones We Have Been Waiting For takes on some of the greatest challenges of our times and in it Walker encourages readers to take faith in the fact that, despite the daunting predicaments we find ourselves in, we are uniquely prepared to create positive change. The hardcover edition of We Are the Ones We Have Been Waiting For included a national tour that saw standing-room–only crowds and standing ovations. Walker’s clear vision and calm meditative voice—truly “a light in darkness”—has struck a deep chord among a large and devoted readership.

Download or read book Services Marketing written by Rao and published by Pearson Education India. This book was released on 2004-09 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Delayed Response written by Jason Farman and published by Yale University Press. This book was released on 2018-11-20 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: A celebration of waiting throughout history, and of its importance for connection, understanding, and intimacy in human communication We have always been conscious of the wait for life-changing messages, whether it be the time it takes to receive a text message from your love, for a soldier’s family to learn news from the front, or for a space probe to deliver data from the far reaches of the solar system. In this book in praise of wait times, award-winning author Jason Farman passionately argues that the delay between call and answer has always been an important part of the message. Traveling backward from our current era of Twitter and texts, Farman shows how societies have worked to eliminate waiting in communication and how they have interpreted those times’ meanings. Exploring seven eras and objects of waiting—including pneumatic mail tubes in New York, Elizabethan wax seals, and Aboriginal Australian message sticks—Farman offers a new mindset for waiting. In a rebuttal to the demand for instant communication, Farman makes a powerful case for why good things can come to those who wait.

Download or read book Wine Service for Wait Staff and Wine Lovers written by Rick Jelovsek and published by . This book was released on 2010-07 with total page 78 pages. Available in PDF, EPUB and Kindle. Book excerpt: Restaurant Wait Staff - Earn bigger tips by learning to recommend and correctly serve wine.Wine lovers - Entertain at home, learn the intricacies of wine service and food pairing.Wine Industry Sales - Know your basics and educate your customers to make more wine sales.I thought I knew a bit about wine but nothing like what I was able to absorb in the short time it took to read this book. This book can easily be read in less than an afternoon or gleaned right before you head out for the evening. The average person is not a sommelier, so general basic knowledge is all you need and you will get it from this book.The author also fills the reader in on what appear to be little known facts; such as, when a red wine can be served chilled or when a white may not have the right color. These are invaluable to know if you enjoy wine.Rick Jelovsek claims ...retail wine stores and grocery stores where wine is sold, 80% of wine is sold to females. Women are more likely to be wine drinkers than men. I found this interesting because in my experience it seems that my male friends have more knowledge about wine selections than my female friends. However, this is about purchasing, not knowledge.This book is intended for restaurant wait staff, wine industry sales personnel, and, of course, the people like me; wine lovers. This is certainly a book that I will keep for reference and will use it regularly. In fact, it spiked my interest to the point that Im searching out wine appreciation classes.

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Download or read book Amaze Every Customer Every Time written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2013-09-03 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

Download or read book Managing Quality Service in Hospitality written by Robert C. Ford and published by Delmar. This book was released on 2012 with total page 516 pages. Available in PDF, EPUB and Kindle. Book excerpt: MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, International Edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems.Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.

Download or read book People and Organizations written by William B. Rouse and published by John Wiley & Sons. This book was released on 2007-07-27 with total page 472 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is about people who operate, maintain, design, research, and manage complex systems, ranging from air traffic control systems, process control plants and manufacturing facilities to industrial enterprises, government agencies and universities. The focus is on the nature of the work these types of people perform, as well as the human abilities and limitations that usually enable and sometimes hinder their work. In particular, this book addresses how to best enhance abilities and overcome limitations, as well as foster acceptance of the means to these ends.

Download or read book Waiting for the Host written by Marc Palmieri and published by Dramatists Play Service, Inc.. This book was released on 2021-02-09 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The play can be performed as one show or separated by its two parts. In Part One (WAITING FOR THE HOST), while theatres, playgrounds, schools, and churches are shuttered by a modern plague, the rector of a small church on Long Island gathers a handful of parishioners via video conference. His goal is to record a theatrical reading of the story of the Passion for the church website. As exes bicker and technology confuses, this socially distant endeavor quickly becomes chaotic. Still, in the effort, the group finds a strange, painful closeness, and that their comic and clumsy reading has become a kind of desperate prayer. In Part Two (STILL WAITING), the pandemic lockdown is well into its second month. Members of the church find themselves bitten by the “acting bug.” With the help of a “professional director” from Manhattan, they hope to launch a community theatre at the church. To their surprise, the bishop and church leadership found their Passion Play objectionable, and their plans are met with resistance. They decide to put on a showcase of their skills, with an “updated” version of medieval Biblical plays, and find they win the support of an unexpected guest.

Download or read book Americans in Waiting written by Hiroshi Motomura and published by Oxford University Press. This book was released on 2007-09-17 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Although America is unquestionably a nation of immigrants, its immigration policies have inspired more questions than consensus on who should be admitted and what the path to citizenship should be. In Americans in Waiting, Hiroshi Motomura looks to a forgotten part of our past to show how, for over 150 years, immigration was assumed to be a transition to citizenship, with immigrants essentially being treated as future citizens--Americans in waiting. Challenging current conceptions, the author deftly uncovers how this view, once so central to law and policy, has all but vanished. Motomura explains how America could create a more unified society by recovering this lost history and by giving immigrants more, but at the same time asking more of them. A timely, panoramic chronicle of immigration and citizenship in the United States, Americans in Waiting offers new ideas and a fresh perspective on current debates.

Download or read book Service Design Practices for Healthcare Innovation written by Mario A. Pfannstiel and published by Springer Nature. This book was released on 2022-01-19 with total page 536 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers an overview of service design practices for healthcare and hospital management. It explores how these practices can help to generate innovations in healthcare and contribute to the improvement of patient-centered care. Respected experts, including scholars from various disciplines and practitioners from healthcare institutions, share essential insights into established research areas, fields of work and work structures, and discuss successful approaches, methods and tools. By illustrating innovative services, products, processes, systems, and technologies, as well as their application in practice, the authors highlight the role of participating stakeholders in service design projects and the added value that comes from sharing, communicating, networking and collaborating. This book is a must-read for scholars and practitioners in the hospital and healthcare sector. It will also appeal to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Download or read book Customer Success written by Nick Mehta and published by John Wiley & Sons. This book was released on 2016-02-29 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.

Download or read book Waiting Til the Midnight Hour written by Peniel E. Joseph and published by Macmillan. This book was released on 2007-07-10 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: A history of the Black Power movement in the United States traces the origins and evolution of the influential movement and examines the ways in which Black Power redefined racial identity and culture. With the rallying cry of "Black Power!" in 1966, a group of black activists, including Stokely Carmichael and Huey P. Newton, turned their backs on Martin Luther King's pacifism and, building on Malcolm X's legacy, pioneered a radical new approach to the fight for equality. [This book] is a history of the Black Power movement, that storied group of men and women who would become American icons of the struggle for racial equality. In the book, the author traces the history of the men and women of the movement, many of them famous or infamous, others forgotten. It begins in Harlem in the 1950s, where, despite the Cold War's hostile climate, black writers, artists, and activists built a new urban militancy that was the movement's earliest incarnation. In a series of character driven chapters, we witness the rise of Black Power groups such as the Student Nonviolent Coordinating Committee and the Black Panthers, and with them, on both coasts of the country, a fundamental change in the way Americans understood the unfinished business of racial equality and integration. The book invokes the way in which Black Power redefined black identity and culture and in the process redrew the landscape of American race relations.

Download or read book Management written by Arthur G. Bedeian and published by . This book was released on 1993 with total page 778 pages. Available in PDF, EPUB and Kindle. Book excerpt: