Includes Exclusive Audiobook Bonus Content - See Below Whether you just want a job that lets you travel the world for free, or you´re looking for a career that lets you set your own hours and do what you love, this audiobook will show you how to become a tour guide with clear, practical advice and easy to follow steps. It will teach you what you need to say, how to advertise your services and how the pros make their money and ask for tips. It will teach you how to start your first tour, how to get repeat business after you´ve finished it and even what life is really like ´out there on the road.´ Written by a Tour Guide with experience in guided tours across 15 countries and with contributions from experts all across the world, there´s no better way to start one of the best careers in the world. SNEAK PEEK: TABLE OF CONTENTS 1. Tour Guiding 101 2. The Different Faces of a Tour Guide: What the job actually involves3. Is there a Tour Guide in You? 4. Essentials of a Good Tour Manager: Including service, research and spieling advice5. Public Speaking: Including how to overcome anxiety, and how to ask for tips6. For Love or Money: Including how much you can earn as a guide7. Creating Your First Tour: Find the idea8. Creating Your First Tour: Create the route9. Creating Your First Tour: Setting a price10. How to Freelance11. Working for a Tour Agency: Including essential CV advice12. Marketing Plans13. Offline Marketing14. Online Marketing15. Lead and Control Large Groups16. Guiding Away from Home17. Dealing With Problems18. Advanced Advice19. Self-Improvement techniques20. Well What Are You Waiting For? 21. Bonus Content - 3 x Tip Spiels22. Bonus Content - Bus Spiel23. Bonus Content - Specialty Spiel24. Bonus Content - Socio-economic Spiel ungekürzt. Language: English. Narrator: Sean Householder, Sandra Murphy, Nick Manning. Audio sample: http://samples.audible.de/bk/acx0/069618de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Magic for Malls make the connection between the low self-esteem experienced by many retail staff and poor level of service suffered by customers. It then lays out The Magic Programme, developed for staff at the award-winning shopping centre at Meadowhall and then shared across Europe with 30,000 retail employees, including entry level and long-term unemployed people. It allows participants to find success through failure, a process which boosts confidence, creativity and self-esteem, all of which are damaged through standardised schooling, under and over-parenting. The programme is presented as a handbook so you can use it with your staff to transform their lives by giving them the gift of great self-esteem, which sets them confidently on the road to success. Finally, theres a practical look at proven techniques to keep focus on service excellence, which led to steady and sure improvements in customer care. In a wide-ranging career, Stephen has advised leading property owners, leisure companies and retailers and has developed and run many unique restaurants. In this, his first book on the subject, he shares the insights on service excellence learned across 30 years, which will enable employers to apply the techniques which will transform their business.
The fundamental relationships among brands, media, and people are being transformed, and just as we try to adapt, along comes a new disruption. Are you and your organization prepared to deal with todays unprecedented speed and scope of technological change? Beyond Advertising provides a business transformation road map for an aspirational future, based on the insights of more than 200 of the worlds most forward-thinking executives, innovators, and academics all grappling with todays unique challenges and opportunities. This book offers a concrete set of principles, including The All Touchpoint Value Creation Model, designed to lift us out of reactive thinking and encourage the co-creation of a future better for business, better for people, and better for society. Actionable steps include: Holistically orchestrate and allocate resources across all touchpoints Redefine expectations of success to align for multi-win outcomes Provide every stakeholder at all touchpointsa R.A.V.E.S. standard of content: relevant and respectful, actionable, valuable, exceptional experiences, and a shareworthy story Develop all touchpoints to maximize the M.A.D.E.s value of context: the complete person, the features of the delivery platform, the dynamic environment, and synergies with other touchpoints YORAM (JERRY) WIND is the Lauder Professor and Professor of Marketing at The Wharton School and the founding Director of the Wharton SEI Center for Advanced Studies in Management, the Wharton Fellows program and co-founder of the Wharton Future of Advertising Program. He led the development of the Wharton globalization strategy, the creation of the Wharton Executive MBA program, as well as the reinvention of its curriculum. He has received numerous marketing awards, including the Buck Weaver Award (2007), the Charles Coolidge Parlin Award (1985), AMA/ Irwin Distinguished Educator Award (1993), and the Paul D. Converse Award (1996). CATHARINE FINDIESEN HAYS is the founding Executive Director of the Wharton Future of Advertising Program, a leading research center bridging practitioners and academia. She earned her graduate degrees at Wharton and Penn as a Lauder Fellow and led pioneering marketing, strategy and sales teams during a 15-year career at AT&T. She can be heard on air as a host of Marketing Matters on Business Radio Powered by the Wharton School on Sirius XM 111. THE WHARTON FUTURE OF ADVERTISING INNOVATION NETWORK is the influential and growing global community of forward-thinking collaborators from across industry and academia committed to advancing the scope, value, and impact of advertising. WFOA.WHARTON.UPENN.EDU
Here´s how to liberate your customers from customer service, keep them happy, and control costs.Most customer-service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a ´´relationship´´ with your company´s customer service department, or do they simply want to purchase your products or services so they can put them to use?In this groundbreaking audiobook, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong - eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand.The Best Service Is No Service outlines seven principles to deliver the best service - which ultimately leads to ´´no service´´: Eliminate dumb contactsCreate engaging self-serviceBe proactiveMake it easy to contact your companyOwn the actions across the company Listen and actDeliver great service experiencesWhile self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a ´´no service´´ mindset - and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems. Language: English. Narrator: Jim Bond. Audio sample: http://samples.audible.de/bk/brll/000017de/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.
This information is a must for every executive and employee. Everyone you touch every day is your customer: shareholders, employees, managers, partners, and that person purchasing your service or product. Manage customer complaints more effectively, retain a winning staff through savvy leadership techniques, enhance your operations to better satisfy everyone, learn how to add value to all client contacts, and find out what the customer really wants. ungekürzt. Language: English. Narrator: Marsha Sue Petrie. Audio sample: http://samples.audible.de/sp/made/000294de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
The sixth in Cv´s series of English County Guides explores Wiltshire. The dramatic sweep of a spare landscape of the Pewsey Vale introduces the historic town of Marlborough. It follows routes towards the west; to Bath and Avon; taking in settlements of Chippenham, Calne, Melksham, Devizes, Malmesbury, and Bradford on Avon. Wiltshire is beautiful and mysterious, spanned by ancient lay lines and runic landmarks such as Stonehenge, The White Horse, and the Avebury Ring. This is an original account of eye-witness experience; fascinating for visitors and informative for those seeking a new place to live. First researched from 1999-2001 and resumed in 2011-12, Cv´s series of English County Guides provides descriptions of market towns and villages, for casual visitors and those interested in moving to a different area. The guides contain eye-witness records of natural character, of the villages: the properties, amenities, communication, travel, and business links. Available titles include: Oxfordshire, Gloucestershire, Buckinghamshire, Cornwall, Norfolk, Wiltshire, and Cumbria. Each guide records between one and 200 villages and county towns. There are route maps, colour photographs, and a directory of local services. ungekürzt. Language: English. Narrator: Mark Isham. Audio sample: http://samples.audible.de/bk/acx0/076778de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Key in to the expertise of this accomplished business consultant and acclaimed customer-service expert. Subjects include customer perception, judging customers, handling upsets, and ´´what´s in it for me?´´ Language: English. Audio sample: http://samples.audible.de/sp/made/000251de/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.
Many people believe that sales and service are two separate functions, and treat them that way. This session will change the way you think, and make them a single process. You will learn how to exceed the customer´s expectations, build an emotional attachment with them, and also learn how to close the sale with very little extra effort; targeted to internal or external sales cultures, from any industry, at any level. ungekürzt. Language: English. Narrator: Brad Worthley. Audio sample: http://samples.audible.de/sp/made/000248de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.