Download or read book Legendary Service The Key is to Care written by Ken Blanchard and published by McGraw Hill Professional. This book was released on 2014-04-18 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit

Download or read book The Story of Jane written by Laura Kaplan and published by University of Chicago Press. This book was released on 2019 with total page 347 pages. Available in PDF, EPUB and Kindle. Book excerpt: An extraordinary history by one of its members, this is the first account of Jane's evolution, the conflicts within the group, and the impact its work had both on the women it helped and the members themselves. This book stands as a compelling testament to a woman's most essential freedom--control over her own body--and to the power of women helping women.

Download or read book Customers for Life written by Carl Sewell and published by Crown Currency. This book was released on 2009-07-01 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.

Download or read book Uplifting Service written by Ron Kaufman and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.

Download or read book The Simple Truths of Service written by Ken Blanchard and published by Sourcebooks, Inc.. This book was released on 2017-02-07 with total page 58 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the New York Times Bestselling author of The One Minute Manager Your competitive edge in today's business environment is all about the power of loyalty. So if you want to succeed, it's time to think outside the box of traditional customer service. The Simple Truths of Service is an inspiring true story about Johnny, a very special young man whose creative choices will spark the way your company approaches their clients. By putting his own personal mark on each customer interaction, Johnny makes it clear that the bottom line of service is to lead with the heart. His story, along with many others, provide a tool kit for the success of your company. After reading this book, your service team will be bursting with new ways to stand out from the crowd and really make a difference.

Download or read book People Love You written by Jeb Blount and published by John Wiley & Sons. This book was released on 2013-02-04 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you. In the twenty-first century, competitive advantages derived from unique products are services are short-lived because competitors are able to quickly and easily duplicate or match your offering. Likewise a focus on customer satisfaction and loyalty will no longer give you the competitive edge. Delivering a legendary customer experience has emerged as the single most important competitive advantage for companies across all industries. In People Love You you’ll learn the real secrets of customer experience including: 7 Essential Principles of Customer Engagement 5 Levers for Creating a Legendary Customer Experience The Secret to Bridging the Experience Gap How to Leverage the Pull Strategy to become a Trusted Advisor 2 Most Important Rules for Dealing with Pissed-off Customers In a hypercompetitive, global marketplace protecting your company’s customer base, the lifeblood of your business, must become your number one priority. The rubber hits the road with account managers, project managers, sales professionals, and customer service professionals—the people most connected to customers—who are on the frontlines of customer experience. They build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In People Love You, human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults.

Download or read book Batteries Included written by Nigel May Barlow and published by Random House UK. This book was released on 2000 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: The last two decades have seen the rise of the service economy, where image and customer perceptions are crucially important in building a successful business. Nigel Barlow draws on two decades of experience in 20 countries to argue that the age of service has failed to deliver on its promises. He goes far beyond the standard business-speak cliches of customer service to show why merely satisfying customers is not enough. He explores with original examples and firsthand experinces why service so often falls short of customer expectations, and shows how to think and act to create legendary service in the reader's own organization.

Download or read book Secret Service written by John R. DiJulius III and published by AMACOM Div American Mgmt Assn. This book was released on 2003-01-28 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Either you can decide to compete on price alone and pray you can maintain a cost structure to generate a profit, or you can provide magical moments that create value for your guests. . . . Throughout Secret Service, DiJulius demonstrates how to transform bland customer service standards into memorable customer experiences.”— from the foreword by Bill Capodagli and Lynn Jackson, coauthors of The Disney Way and Every Business Is Show Business How many successful businesses provide the kind of unforgettable client experience that keeps customers coming back time after time and year after year? John DiJulius has built his award-winning business around a customer service approach that has earned comparisons to Disney, Nordstrom, and other legendary customer experience pioneers. In Secret Service DiJulius reveals how to develop behind-the-scenes systems that will enable your business to * develop a great corporate culture that shows in the dedication and passion of your front-line people * “go deeper” with your existing customers * turn complaints into positive experiences * make each customer feel welcome, comfortable, important, and understood. DiJulius will teach you all the techniques that have catapulted his business to the top, making him one of the most sought-after service experts in America. By quantifying and examining each phase of the Customer Experience Cycle, Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.

Download or read book The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz Carlton Hotel Company written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2008-07-01 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

Download or read book The Customer Service Revolution written by John R. DiJulius and published by Greenleaf Book Group. This book was released on 2015-01-06 with total page 143 pages. Available in PDF, EPUB and Kindle. Book excerpt: In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

Download or read book Judy written by John Fricke and published by Running Press Adult. This book was released on 2011-08-23 with total page 556 pages. Available in PDF, EPUB and Kindle. Book excerpt: Through her incomparable work on screen, stage, record, radio, and television, Judy Garland earned renown as "The World's Greatest Entertainer." It was as a motion picture star though, that she first rose to international fame. From her feature film debut in 1936 through the aptly titled I Could Go on Singing in 1963, she lit up the screen with a magic uniquely hers -- and dazzled world-wide audiences of all ages. Judy Garland starred in two dozen of the all-time classic movie musicals, among them A Star is Born, Meet Me in St. Louis, Babes in Arms, Easter Parade, For Me and My Gal, and The Harvey Girls. Her dramatic turns in Judgment at Nuremberg, The Clock, and A Child is Waiting won added acclaim. And perhaps most unforgettably, she starred as Dorothy Gale in the best-loved motion picture of all time: The Wizard of Oz. Judy: A Legendary Film Career tells the story of Garland's movie work in unprecedented detail. Hundreds of never-before-published photos, newly-assembled contemporary reviews, insight from her costars and coworkers, and production histories are provided for each film in which she appeared. Highlighting and complimenting the feature films is a definitive biography; an examination of Judy's short subjects; details of the movies she did not complete; and an enthralling compendium of film projects for which she was considered or rumored. The text is illustrated by more than five hundred photos, encompassing poster art; costume tests; behind-the-scenes candids; onstage and backstage glimpses of her theatrical successes; and personal snapshots. Judy is the exhaustively researched work of historian John Fricke. He celebrates as never before the heart, humor, and incandescent motion picture achievement of the one-and-only Judy Garland.

Download or read book Legendary Race Cars written by Basem Wasef and published by MotorBooks International. This book was released on 2009-10-09 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Illustrated profiles of the greatest motorsports pairings of man and machine, from the winner of the first Indy 500 race to the Audi R10 the dominated Le Mans for nearly a decade.

Download or read book Wreck Ashore written by Frederick Stonehouse and published by Lake Superior Port Cities. This book was released on 2003-06 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Legendary Children written by Tom Fitzgerald and published by Penguin. This book was released on 2020-03-03 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: A definitive deep-dive into queer history and culture with hit reality show RuPaul's Drag Race as a touchstone, by the creators of the pop culture blog Tom and Lorenzo NPR's Best Books of the Year 2020 pick A New York Times New & Noteworthy book One of Logo/NewNowNext's "11 Queer Books We Can't Wait to Read This Spring" From the singular voices behind Tom and Lorenzo comes the ultimate guide to all-things RuPaul's Drag Race and its influence on modern LGBTQ culture. Legendary Children centers itself around the idea that not only is RuPaul's Drag Race the queerest show in the history of television, but that RuPaul and company devised a show that serves as an actual museum of queer cultural and social history, drawing on queer traditions and the work of legendary figures going back nearly a century. In doing so, Drag Race became not only a repository of queer history and culture, but also an examination and illustration of queer life in the modern age. It is a snapshot of how LGBTQ folks live, struggle, work, and reach out to one another--and how they always have--and every bit of it is tied directly to Drag Race. Each chapter is an examination of a specific aspect of the show--the Werk Room, the Library, the Pit Crew, the runway, the Untucked lounge, the Snatch Game--that ties to a specific aspect of queer cultural history and/or the work of certain legendary figures in queer cultural history.

Download or read book MASTERING STRATEGY written by Jeffrey Rigsby and published by McGraw Hill Professional. This book was released on 2003-01-08 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: Up-to-the-minute examples of market-leading companies--and strategists--in action Strategy that is both creative and pragmatic is today's number one competitive edge. It has been the driving force behind the success of firms, such as McDonald's and Microsoft, and executives like Sam Walton and Jack Welch. Mastering Strategy examines best practices and examples from these and other companies, CEOs, and academics, and details how executives can benchmark them to overcome new questions and problems in today's harder-faster-smarter world. From achieving market leadership to managing change, today's business leaders must not only stay atop the latest trends, but also understand and improve the core issues that drive their organizations. By distilling scores of resources into one powerful volume, authors Jeffrey Rigsby and Guy Greco have produced a guidebook for creating new and exciting corporate strategy. Examples include: Strategies of corporations such as Nike and Proctor & Gamble Insights of CEOs from Bill Hewlett to Ray Kroc Wisdom of thought leaders from Warren Bennis to Robert Kaplan

Download or read book Be Our Guest written by Disney Institute and published by . This book was released on 2003-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

Download or read book Service Management written by Jay Kandampully and published by Springer Science & Business Media. This book was released on 2011-12-09 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University