A step-by-step guide to designing and implementing an amazing customer service culture In today´s competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It´s not always clear what works and what doesn´t, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company´s individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine ´´leadership actions´´ that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization´s customer service practices from good to great, Unleashing Excellence is the key. PLEASE NOTE: When you purchase this title, the accompanying reference material will be available in your My Library section along with the audio. 1. Language: English. Narrator: Kimberly Farr. Audio sample: http://samples.audible.de/bk/adbl/004918/bk_adbl_004918_sample.mp3. Digital audiobook in aax.
IDEO founder and Stanford d.school creator David Kelley and his brother Tom Kelley, IDEO partner and the author of the bestselling The Art of Innovation, have written a powerful and compelling book on unleashing the creativity that lies within each and every one of us. Too often, companies and individuals assume that creativity and innovation are the domain of the ´´creative types.´´ But two of the leading experts in innovation, design, and creativity on the planet show us that each and every one of us is creative. In an incredibly entertaining and inspiring narrative that draws on countless stories from their work at IDEO, the Stanford d.school, and with many of the world´s top companies, David and Tom Kelley identify the principles and strategies that will allow us to tap into our creative potential in our work lives, and in our personal lives, and allow us to innovate in terms of how we approach and solve problems. It is a book that will help each of us be more productive and successful in our lives and in our careers. 1. Language: English. Narrator: Dan Woren. Audio sample: http://samples.audible.de/bk/rand/003672/bk_rand_003672_sample.mp3. Digital audiobook in aax.
Pastor Bill Hybels believes that there is a new reality in America. The church has entered an era of growth and unprecedented spiritual opportunity to share the Gospel, yet at the same time we face a shrinking economy and a world in crisis. This poses a great resource challenge for the church. In order to reach out to people who are spiritually hungry, the church needs more people to be equipped to serve others. Hybels passionately believes the key to the future of the church is the equation ´´X (paid staff) + Y (volunteers) = Z (bearing much fruit for God’s glory)´´. Churches cannot afford to continue hiring more and more staff with limited budgets. The key to resourcing the church is what Hybels calls ´´the Y factor´´. The Y factor is the pool of volunteers in every church. The great need of the church is to grow the church’s volunteer base through the equipping ministry of church staffs. As churches recover the message of Ephesians 4:11-12 to ´´equip God’s people for works of service´´ they will launch a Volunteer Revolution. People are just waiting to discover the gifts and passions that God has given them to serve others and then be invited to use those gifts and passions through the local church in order to advance the kingdom of God on Earth. Hybels believes that every church staff should be helping people discover their spiritual gifts, passions and place of service in order to meet the growing needs in our churches and world. Hybels makes a clarion call to move beyond volunteer retention to volunteer acquisition. By attracting, connecting, training, and sustaining volunteers, churches will mobilize people into places of service that will bring new meaning to their lives and understand why God put them on planet Earth. Hybels also outlines how we can build lifelong volunteers in the church through community, celebration, and commendation. 1. Language: English. Narrator: Bill Hybels. Audio sample: http://samples.audible.de/bk/zond/000674/bk_zond_000674_sample.mp3. Digital audiobook in aax.
In today´s world, there is a permanent advantage to becoming known in your field. Those who are known get the customers, the better jobs, and the invitations to exclusive opportunities. But can anybody become known? In this path-finding book, author Mark Schaefer provides a step-by-step plan followed by the most successful people in diverse careers like banking, education, real estate, construction, fashion, and more. With amazing case studies, dozens of exercises, and inspiring stories, Known is the first book its kind, providing a path to personal business success in the digital age. 1. Language: English. Narrator: Mark W. Schaefer. Audio sample: http://samples.audible.de/bk/acx0/079468/bk_acx0_079468_sample.mp3. Digital audiobook in aax.
Rise for you, rise for me; when you rise first, you rise for she. Many women have spent their lives trying to succeed by ´´making it´´ in a man´s world. But things are changing - more and more women are realizing that this way of being is no longer sustainable. We are experiencing a global shift that mystics through the ages have predicted: the return of the mother and the rise of the sacred feminine. Rise Sister Rise is a call to arms for women to rise up, tell their truth, and lead. It is a guide to cocreating a whole new archetype for women in these awakening times - a woman who does not keep herself small in order to make others feel more comfortable, a woman who knows that she is not her body weight, her sexual partners, or her career. A woman who understands the true meaning of sisterhood and that alone we are strong but together we are fierce. It is a manual for healing the insecurities, the fears, and the limiting inherited patterns that stop women from trusting their innate power and wisdom and being the people they came here to be. Full of tools, contemplative questions, rituals, and exercises, Rise Sister Rise will inspire you to listen to your intuition and act on it, to gather the courage to be seen and heard, to know your worth, and to heal the world around you by first healing yourself. 1. Language: English. Narrator: Rebecca Campbell. Audio sample: http://samples.audible.de/bk/hayh/000356/bk_hayh_000356_sample.mp3. Digital audiobook in aax.
It´s no wonder Full Recovery has become the go-to resource for those in recovery and treatment professionals alike. Brian McAlister´s personal journey from nomadic, drug-addicted biker to successful entrepreneur and businessman is beyond inspirational. More than simply serving as a renowned guide for navigating the road to recovery, McAlister takes listeners on a spiritual journey of empowerment and self-discovery. By way of his own personal challenges, Brian discovered the secret that turns addiction and limitation into inspiration. He then created this revolutionary program to help others turn their own defeats into personal successes. Overcoming addictive behavior is really just the beginning of recovery. Full Recovery provides practical instruction on harnessing the intense, single-minded focus so common in addictive personalities and redirecting that power of focus to improve interpersonal relationships, achieve financial abundance, and increase career satisfaction. No matter where you are on the road to recovery, this program will help you unlock your creativity, design a personal action plan for your life, create momentum, and achieve measurable results. 1. Language: English. Narrator: Brian McAlister. Audio sample: http://samples.audible.de/bk/gren/000031/bk_gren_000031_sample.mp3. Digital audiobook in aax.
When a potentially career-ending shoulder injury left quarterback Drew Brees without a team--and facing the daunting task of having to learn to throw a football all over again--coaches around the NFL wondered, Will he ever come back? After Hurricane Katrina devastated New Orleans, leaving more than 80 percent of the city underwater, many wondered, Will the city ever come back? And with their stadium transformed into a makeshift refugee camp, forcing the Saints to play their entire 2005 season on the road, people questioned, Will the Saints ever come back? It takes a special person to turn adversity into success and despair into hope, yet that is exactly what Super Bowl MVP Drew Brees has done--and with the weight of an entire city on his shoulders. Coming Back Stronger is the ultimate comeback story not only of one of the NFL´s top quarterbacks but also of a city and a team that many had all but given up on. Brees´ inspiring message of hope and encouragement proves that with enough faith, determination, and heart, you can overcome any obstacle life throws your way and not only come back but come back stronger. 1. Language: English. Narrator: Chris Fabry. Audio sample: http://samples.audible.de/bk/tynd/000076/bk_tynd_000076_sample.mp3. Digital audiobook in aax.
Career Diplomacy - now in its second edition - is an insider´s guide that examines the foreign service as an institution, a profession, and a career. Harry W. Kopp and Charles A. Gillespie, both of whom had long and distinguished careers in the foreign service, provide a full and well-rounded picture of the organization, its place in history, its strengths and weaknesses, and its role in American foreign affairs. Based on their own experiences and through interviews with over 100 current and former foreign service officers and specialists, the authors lay out what to expect in a foreign service career, from the entrance exam through midcareer and into the senior service - how the service works on paper, and in practice. The second edition addresses major changes that have occurred since 2007: the controversial effort to build an expeditionary foreign service to lead the work of stabilization and reconstruction in fragile states; deepening cooperation with the U.S. military and the changing role of the service in Iraq and Afghanistan; the ongoing surge in foreign service recruitment and hiring at the Department of State and U.S. Agency for International Development; and the growing integration of USAID´s budget and mission with those of the Department of State. The book is published by Georgetown University Press. 1. Language: English. Narrator: Wayne Shepherd. Audio sample: http://samples.audible.de/bk/acx0/001175/bk_acx0_001175_sample.mp3. Digital audiobook in aax.
I have a few questions for you. Are you miserable at work every day? What are you getting out of your job? Have you seen promotion opportunities open for you? Do you have good relationships with coworkers? How often are you stressed out, even after you get home? Does feedback from your boss make you feel proud or frustrated? I fully understand those frustrations, and, having been through all of them and more, I want to help. By sharing the principles I’ve learned in customer support roles, hopefully I can cut your learning curve and increase job satisfaction. In addition to sharing actionable insights on how to improve in your role, this book includes sections poking around important personal questions. Why even care about your customer service job? What can you gain from these jobs? How do you benefit from giving a full effort? I bet many of you are leaving opportunities on the table and wasting your valuable time, just like I did when I first started. This book contains the same advice I’d give to my younger siblings, a new coworker, or a stranger on the street. I’ve done everything I can to refine my ideas and present them in a simple yet impactful way. I’ve illustrated the concepts using a mix of personal experience, thought experiments, and logic to give you multiple perspectives. Between these varied styles, I´m confident you´ll gain at least a few valuable insights as you move forward in customer service. 1. Language: English. Narrator: Robin J Sitten. Audio sample: http://samples.audible.de/bk/acx0/104830/bk_acx0_104830_sample.mp3. Digital audiobook in aax.
Winston Leonard Spencer-Churchill was born on 30 November 1874. He was an heir of a noble family of the Dukes of Marlborough. His ancestor George Spencer, a member of the aristocratic Spencer family, was proud of his consanguinity with John Churchill, 1st Duke of Marlborough, so he has decided to choose Spencer-Churchill as his surname when he took the title of Duke of Marlborough in 1817. Winston Churchill´s father, Lord Randolph Churchill was a politician and the third son of John Spencer-Churchill, 7th Duke of Marlborough. Following the example of his father, Winston preferred to be known as Churchill. His mother was also born in a respected family, being a daughter of Leonard Jerome, a millionaire from the USA. Lady Randolph Churchill, gave birth to her son in Blenheim Palace, Woodstock, Oxfordshire, two months before the expected date. When Winston was a kid, his grandfather had been appointed Viceroy, and Winston´s father, Lord Randolph, was hired as his private secretary. At that time the family had lived in Dublin and had used to stay there until Winston turned six. Dublin is also a birthplace of his younger brother John Strange Spencer-Churchill. Those years in Ireland are considered to be very important for the formation of the character of the future Prime minister because frequent parades by the Vice Regal Lodge (now the official residence of the President of Ireland) were the probable reason of his passion towards military matters. 1. Language: English. Narrator: Damien Connolly. Audio sample: http://samples.audible.de/bk/acx0/082539/bk_acx0_082539_sample.mp3. Digital audiobook in aax.