If your organization´s goal is to create a lasting service culture, you´re going to love Customer Love! Mac Anderson has compiled a fantastic audiobook filled with unforgettable true stories about individuals and companies who have ´´wowed´´ their customers and turned them into raving fans! In Customer Love: Great Stories about Great Service you will explore 24 unforgettable stories about phenomenal customer service. Each chapter will ignite your thoughts and inspire new ideas that you can use to take your customer service to the next level. Share this audiobook with your employees and watch the creative ideas flow. Utilize the ideas behind these creative narratives to grow your business - and remember ´´if you do something good for one customer, they´ll tell 100 other people.´´ ungekürzt. Language: English. Narrator: Derek Shetterly. Audio sample: http://samples.audible.de/bk/gdan/001357de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
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 audiobook takes a novel approach by rooting out the real reasons employees aren´t delivering the service they should. The results can be both surprising and illuminating, such as: Company culture doesn´t always support service excellence Over-emphasis on cost reduction often increases the cost of service Employees are torn between doing the right thing for the customer and following policy Poor products and services can make helping the customer nearly impossible Employees´ interests often don´t align with company goals Once core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best. ungekürzt. Language: English. Narrator: Walter Dixon. Audio sample: http://samples.audible.de/bk/gdan/000820de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
What is the cost of losing a customer? In today´s competitive environment, it is a cost no business can afford. Do the math. It costs you up to 4 times more to get a new customer than it does to retain an existing one. However, that does not even take into account the fact that an unhappy customer will tell an average of 20 customers about their bad experiences, while a satisfied customer will only tell 10 people about their good experiences. This means you have to make twice as many customers happy as unhappy - just to break even! Dr. Tony Alessandra teaches how employees in all areas of your business can easily and quickly increase their customer service skills - anyone from secretaries to managers to the CEO him/herself! Why not invest in a proven system today and learn skills that will secure committed and active customers for you and your business? How can you afford not to? I have laid it all out for you here - over 35 years of the customer service secrets that have helped me tremendously in my own business career and saved me from many ruined customer relationships along the way. Language: English. Narrator: Dr. Tony Alessandra. Audio sample: http://samples.audible.de/sp/ales/000036de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Six Sigma goes in to the details of improving customer service, generating business expansion, and gaining knowledge about the service sectors business processes. Most service industries revolve around areas of finance, human resources, and sales and marketing. Hence, Six Sigma delves deeply into the subject of soft skills. Six Sigma can be applied to a company that provides housekeeping services. Firstly, the companies working processes would need to be understood. Using the DMIAC method or the define-measure-improve-analyze-control method, Six Sigma can definitely implement quality in any industry. As the main aim of this methodology is to reduce defects, the first step would be detecting the particular defect. Secondly, data will be collected to observe how, why, and how often these defects occur. Next, the Six Sigma team implements an outstanding-employees method of working as the normal method for all employees. Finally, new employees are taught the correct techniques. ungekürzt. Language: English. Narrator: Samuel Fleming. Audio sample: http://samples.audible.de/bk/acx0/020104de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
In his book The How of Wow!, award-winning author John J. Murphy challenges you to differentiate your service. When was the last time you were ´´wowed´´ by the service you received? Maybe you were ´´wowed´´ while buying groceries, resolving a problem with your bank, checking into a hotel, or flying across the country. Or maybe you were not. It seems that the secrets behind world-class service are often just that - secrets! But in The How of Wow!, award-winning author John J. Murphy shares 10 secrets behind world-class service. This is a book about creating raving fans - customer advocates who go out of their way to spread the good word about the experiences they have consistently had with you. John shows us to make ´´wowing´´ customers the rule, rather than the exception. Gildan Media is proud to bring you these uplifting and life-changing inspirational books from Simple Truths, which can be used throughout every facet of your life. These audiobooks may be short in length, but their words speak volumes. ungekürzt. Language: English. Narrator: Patrick Lawlor. Audio sample: http://samples.audible.de/bk/gdan/001296de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Customer service may soon be a thing of the past except for a few companies and organizations that pride themselves on providing their customers with extraordinary service. The U.S. is becoming a rude society. Fewer people care about or expect good customer service. Too many companies are living on past reputations. A new generation of senior executives has no idea what customer service is all about. The author attributes this to a society of people all thumbs about their pods, pads and berries and oblivious to the world around them. This book should be a must read by CEOs, senior managers and heads of PR and customer service at all companies, organizations and institutions as well as local, state and federal governments.The book cites how poor customer service or lack of it has caused and exacerbates crises. There are separate chapters on basics, listening, responding, telephone etiquette, and the problem of gate guardians as well as separate chapters for a more comprehensive look at the success of several companies including Amica Mutual Insurance Co., Marriott and Crystal Cruise Lines. The author, Rene A. Henry, draws from the successful practices of CEOs who know extraordinary customer service to provide the reader with a menu of proven ideas that can be adapted for any type of business, product or service. The book looks at how the Nordstrom family empowers its employees with ownership and entrepreneurialism. Why Amica Insurance has been honored time and again for 100 years for the way it treats its customers. How Carl Sewell became one of the nation´s largest luxury car dealers by turning one-time buyers into a lifetime customers. The way Amazon has profited from Jeff Bezos´ customer-centric philosophy. The importance Bill Marriott, Jr. places on management by walking around has made it the leader in the hotel business. Ukrops Supermarkets became a major regional chain with a contrarian strategy. Brad Tilden attr... ungekürzt. Language: English. Narrator: Margie Lenhart. Audio sample: http://samples.audible.de/bk/acx0/014183de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
First published as Tracks: Plan of the Professions in 1997, the 15th revised and updated edition is published in 2017. It gives information for over 150 professions, which include pathways in the banking and financial services, catering and hospitality, construction, education, health care, land and sea work, law, government and administration, leisure and tourism, manufacturing crafts, marketing, media, services, and sports and fitness. Qualifications are listed from GCSE and NVQ to degree level. There are work descriptions and pay scales with advice and starter tips from chartered institutes and professionals in each area. You may possibly have thought, ´´Being an accountant is so boring, and anyway, I couldn´t cope with all those figures and balance sheets.´´ The fact is, you don´t have to be an Einstein to be a success in it and the opportunities are enormous. A career in finance today comes under several headings. Accountancy, keeping the books and balancing accounts, is probably the most traditional area. There are different branches of accountancy in cost accounting, management accounting, payroll, revenues and benefits, and work opportunities for it in the commercial and industrial sectors; in the NHS and local government and in the voluntary sector. In a business of any size, there is also going to be an auditing requirement, checking the records and figures to make sure they are accurate and are a fair representation of the financial situation. Insurance, also a finance career, is about assessing risk and hedging against it, in every sphere. It includes underwriting ships and aeroplanes and their passenger liabilities as well as working out personal insurance from motor cars to flood risks. Do you have to have a lot of qualifications to get into insurance? ungekürzt. Language: English. Narrator: Damien Connolly. Audio sample: http://samples.audible.de/bk/acx0/083063de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
After focusing on topics ranging from teamwork and leadership to employee engagement and meetings New York Times best-selling author Patrick Lencioni has finally turned his attention toward his own craft—consulting and client service. Tapping into the simple but powerful model that his firm, The Table Group, has been built on, Lencioni presents what may be his most engaging, humorous audiobook yet.Getting Naked tells the remarkable story of a management consultant who is trying desperately to merge two firms with very different approaches to serving clients. One relies on vulnerability and complete transparency; the other focuses on proving its competence and protecting its reputation for intellectual prowess. In the process of managing the merger, the consultant is forced to learn life-changing lessons that prove to be as relevant as they are painful.As he does in his other audiobooks, Lencioni provides readers with concepts that are accessible and compelling. He explains the three fears that provoke service providers to unknowingly sabotage their ability to build trust and loyalty. And, as always, Lencioni provides a practical approach for overcoming those fears. ungekürzt. Language: English. Narrator: Dan Woren. Audio sample: http://samples.audible.de/bk/rand/002208de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Have you always had the following thought in your head, ´´If I could just get my advertising message in front of all the people with cell phones, I could make a fortune´´? If so, there is a way to get your message out there and it doesn´t cost a fortune to make it happen. You can capitalize on the hot mobile phone user market and get people who are eager to buy to take action. On top of that, you can also create a simple application for cell phones that you can sell to cell phone users for even more profits. It´s easy to do if you follow the simple system that is laid out in this book. You´ll learn about business users and the 3G mobile phone network and why that´s important to you. You´ll learn how to leverage free online social networks to generate real traffic to your website from people with cell phones. Also covered is how to create and sell applications online even if you don´t know how to program! ungekürzt. Language: English. Narrator: Kris Bentley. Audio sample: http://samples.audible.de/bk/acx0/072563de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Maverick marketing whiz Mike Veeck offers you his simple, no-fail formula for business success!Drawing on his own experience and the success stories of clients and others who have benefited from his philosophy, Veeck shows how fun, creativity, and passion can bring out the best in an organization and an individual.The ´´Fun Is Good´´ philosophy applies to everyone, whether you´re the CEO or lower on the totem pole. You´ll see how laughter can be the key to turning a floundering business into a profitable one, and how it can easily jump start a stalled career.Learn:why customer service suffers when employees aren´t having fun at work, and why that matters;how a few people with the Fun is Good attitude can transform a workplace;what companies should look for when hiring people; andhow anyone can forge a Fun is Good career path.A breakthrough, one-of-a-kind approach to job fulfillment, Fun is Good can help all of us get the most out of our work lives both in and out of the office.Mike Veeck is president and part owner of six wildly successful minor-league baseball teams. Son of the late Hall of Fame club owner Bill Veeck, he has followed his father´s lead, with innovative promotions that have been profiled by 60 Minutes, USA Today, Sports Illustrated, Fortune, People, and countless other media outlets. He lives in Mt. Pleasant, South Carolina.Pete Williams is a veteran journalist who writes about sports, business, and fitness. He lives in Safety Harbor, Florida. ungekürzt. Language: English. Narrator: Mike Veeck and Pete Williams. Audio sample: http://samples.audible.de/bk/gdan/000040de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.