Integrity Service: Treat Your Customers Right-Watch Your Business Grow
Заглавие:      Integrity Service: Treat Your Customers Right-Watch Your Business Grow
ID на Книгата:      131
Автори:      Ron Willingham
ISBN:      0743270274
Издател:      Free Press
Дата на публикуване:      2005.09.27
Брой страници:      0
Език:      Английски
Рейтинг:      5 
Корица:      cover
Описание:     

From Booklist

Willingham, founder and CEO of Integrity Systems, Inc., has helped large organizations around the world (including Johnson & Johnson, IBM, and the Library of Congress) enhance their customer-service skills through his seminars and training sessions. The major tenet of his philosophy is that the success you achieve directly relates to the value that you create for others. This success secret applies to both large and small companies and is particularly effective for the small entrepreneur, because the lessons in this book must be applied at the personal level, where the interaction between customers and company reps occurs. Willingham does much more than provide training for improving customer service; although he never comes out and says it, there is a spiritual component to his viewpoint. He asks the deeper questions such as, What is your purpose and what brings true happiness? Through this discovery process, Willingham helps anyone from CEOs to office workers discover the rewards of creating value by taking responsibility and tackling problems. David Siegfried
Copyright © American Library Association. All rights reserved


Review

"Integrity Service provides terrific, practical advice for professionals who truly desire to develop a customer-focused culture. As always, Ron Willingham puts the focus on people: their needs and desires and those who serve them."

-- Beth Daniell, vice president, sales and marketing, American Red Cross.



Review

"A tremendously enriching book filled with deep-rooted, unchanging principles that work. Trust, the glue of life, is founded on integrity."

-- Dr. Stephen R. Covey, author of The 7 Habits of Highly Effective People and The 8th Habit: From Effectiveness to Greatness

"Based on the belief that 'success is the by-product of the value you create for others,' Ron Willingham guides the reader through a series of thinking patterns, actions, beliefs, and behaviors that cannot fail to increase levels of success and personal growth. Integrity Service is a book not to be missed."

-- Ken Blanchard, coauthor of The One Minute Manager and Customer Mania!

"Ron's unique ability to connect with his readers and use real-life examples to find the relationships among integrity, service, and results makes his new book compelling and timely. His call to service will challenge and reward you both professionally and personally."

-- Marvin Girouard, chairman and CEO, Pier 1 Imports

"After forty years in the hospitality/services industry, I know that Integrity Service effectively explains all aspects of service in the business world. It confirms the same philosophy and integrity I have used with my own employees and customers over the years. I strongly recommend and encourage those starting their career, or anyone at any level seeking synergy, to read this book."

-- Armando Arribas, director, Catering and Convention Services Parks and Resorts, Walt Disney Company, Orlando

"Integrity Service provides terrific, practical advice for professionals who truly desire to develop a customer-focused culture. As always, Ron Willingham puts the focus on people: their needs and desires and those who serve them."

-- Beth Daniell, vice president, sales and marketing, American Red Cross



Product Description

Every company today recognizes the importance of good customer service and putting the customer first. Why, then, do service people so often treat us as though we're supposed to serve them, rather than the opposite? How often do we feel neglected, frustrated, or just plain unhappy -- wondering what happened to basic civility and common courtesy? Why do things seem to be getting worse rather than better? And how can businesses train employees to offer customers the courtesy and attention they are entitled to?

Ron Willingham, whose seminars and training sessions have helped big companies around the world change their employees' behavior, offers a new and subtler way of looking at customer service. Instead of the traditional "paint an artificial smile on your face" approach, Integrity Service brings the whole person into the service experience, showing that good customer relationships grow from employees' beliefs about who they are and what's possible for them to achieve, what career rewards they deserve, and what value they can give customers.

Integrity Service presents fundamental principles that lead to individual success and gives readers specific action guidelines for on and off the job. Willingham's documented success through his seminars and programs ensures that the hands-on help in this book will bring employees and managers to a new understanding of the nature of service.

In a world of automated phone systems and constantly frustrated customers, Ron Willingham provides a proven program that empowers employees to provide the superior service that people really want and deserve.

   

Коментари
 
 

Нови книги


Public Relations Strategy (PR in Practice)  

Виж книгата...

 

Strategic Thinking: A Nine Step Approach to Strategy and Leadership for Managers and Marketers  

Виж книгата...

 

Evidence Based Reward Management: Creating Measurable Business Impact from Your Pay and Reward Practices  

Виж книгата...

 

Business Process Management Practical Guidelines to Successful Implementations  

Виж книгата...

 

Business Process Change, Second Edition: A Guide for Business Managers and BPM and Six Sigma Professionals (The MK/OMG Press)  

Виж книгата...

 

Business Process Management: Practical Guidelines to Successful Implementations  

Виж книгата...

 

Management by Process: A practical road-map to sustainable Business Process Management  

Виж книгата...