Building A Service Culture
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Uplifting Service
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Author : Ron Kaufman
language : en
Publisher:
Release Date : 2012
Uplifting Service written by Ron Kaufman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.
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.
Building A Service Culture
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Author :
language : en
Publisher: Gower Publishing Company, Limited
Release Date : 1999-01-01
Building A Service Culture written by and has been published by Gower Publishing Company, Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999-01-01 with Business planning categories.
This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you can build a service culture into your business.
Win From Within
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Author : James Heskett
language : en
Publisher: Columbia Business School Publishing
Release Date : 2022
Win From Within written by James Heskett and has been published by Columbia Business School Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022 with Corporate culture categories.
"There's a famous saying from Peter Drucker, that "culture eats strategy for breakfast." However, there's a contrary assertion in management circles that strategy is "hard," while culture is "soft." The impact of a strategy on growth and profit can be measured, quantified, analyzed to the finest detail; while that of a culture cannot, as it is supposedly more flexible, subjective, and difficult to assess in detail. If you get the core values shared by everyone right, the rest will take care of itself. A strong culture helps assure good performance. Changing an organization's culture takes a very long time. In this book, Heskett asserts that all of these claims are essentially wrong. Culture is not soft, and its impact on profit and long-term competitive success can be quantified. Too many efforts to change a culture peter out after an initial push to identify values shared by everyone in the organization. A strong culture can support very good performance in some organizations, but can cause poor performance in others if it reinforces bad habits. But with the proper leadership, culture change can be engineered in months, not years, and certainly within a CEO's tenure. Utilizing case studies, stories of management in action, and carefully constructed numbers, this book explores the importance of culture in providing a base for strategic change"--
Creating A Service Culture In Higher Education Administration
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Author : Mario C. Martinez
language : en
Publisher: Taylor & Francis
Release Date : 2023-07-03
Creating A Service Culture In Higher Education Administration written by Mario C. Martinez and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-07-03 with Education categories.
Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.
Building A Successful Customer Service Culture
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Author : Maxine Melling
language : en
Publisher: Facet Publishing
Release Date : 2002
Building A Successful Customer Service Culture written by Maxine Melling and has been published by Facet Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Language Arts & Disciplines categories.
As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.
Creating A Coaching Culture
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Author : Peter Hawkins
language : en
Publisher: McGraw-Hill Education (UK)
Release Date : 2012-04-16
Creating A Coaching Culture written by Peter Hawkins and has been published by McGraw-Hill Education (UK) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04-16 with Psychology categories.
How do we create a coaching culture? What will be the benefits for all parties? How can we link it to the performance of our business? How do we calculate the return on investment? How do we make it sustainable? Organizations are investing large sums of money in employing external and internal coaching and are increasingly under pressure to show a demonstrable return on this investment. In this much-needed book, Hawkins gives a well researched and practical answer to the whole question of how you create a ‘coaching culture’ and provides a step-by step guide to implementing this change. The book includes advice for both coaches and HR professionals on: Establishing the right integrated mix of coaching by line managers, internal specialized coaches and external coaches Combining individual and team coaching and connect both to the organizational change agenda Harvesting the organizational learning from the thousands of coaching conversations A coaching style becoming a way of relating internally and externally to all the organization’s stakeholders Case studies show how a wide range of international organizations have developed successful coaching strategies to increase the effectiveness of their businesses. This book will provide you with valuable insights whether you are a coach, an organization consultant, an HR professional or a Chief Executive. "This book provides a rich source of knowledge, guidance and experience for anybody involved in the important business of helping drive coaching in organisations. After reading the book I take away a host of ideas and best practice that I will use in the business." Ian Paterson, Ernst & Young LLP and MD, EMCC UK "Like Peter's other books, Creating a Coaching Culture sits on my desk, not my bookshelf, because of its usefulness, depth of thought, and Peter's expertise." Catherine Carr, doctoral candidate in Leadership Development and Executive Coaching, Carr & Associates leadership coaching "The book clearly outlines why the creation of a coaching culture is critical to the success of any organisation. More importantly it describes the practical steps required to achieve this success and how you can measure progress and benefits along the journey." Richard King, Serial NED and Coach, former Deputy Managing Partner for Ernst and Young "In recent years, the concepts of leadership culture and coaching culture have become increasingly intertwined, to the extent that achieving a coaching culture is a common aspiration for organizations of all sizes … Peter Hawkins brings the topic up to date, using multiple case studies and an analytical approach that clarifies the challenges and how to address them." David Clutterbuck, Visiting Professor, Oxford Brookes & Sheffield Hallam Universities, UK "This book will be of benefit not only to those engaged in the people development professions, but also managers and leaders who are looking to enhance the value and potential contribution of their people." Hilary Lines PhD, Executive and Team Coach, UK "This is an eloquently written text that is recommended reading for coaches and mentors working in large organizations, for human resource managers and corporate management teams." EMCC's International Journal "Have just finished reading this it is excellent and like all Peter's books practical but well informed." David Lane
Building Corporate Soul
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Author : Ralf Specht
language : en
Publisher: Greenleaf Book Group
Release Date : 2022-02-22
Building Corporate Soul written by Ralf Specht and has been published by Greenleaf Book Group this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-02-22 with Business & Economics categories.
To succeed, the business of the future must have soul. Building Corporate Soul answers the most pressing questions for leaders today: How do I build and sustain a human-centric performance culture? At a time when 10,000 baby boomers retire every day, 79% of employees quit their jobs because they don't feel appreciated at their workplace, and 69% of millennials see a lack of potential for leadership development in their companies, Building Corporate Soul sets out to transform the performance and value of organizations—and to make soulless companies a thing of the past. Ralf Specht’s unique framework, The Soul System™, aligns value-creating employee behaviors with corporate strategy through shared understanding and shared purpose. Based on the latest research and real-life cases, this actionable framework shows how to build a culture at the workplace that is both human centric and success driven. Specht proves that leadership behaviors that build soul are synonymous with the behaviors that build success. His performance ranking, The Soul Index, confirms that companies that operate within this framework outperform their peers by a factor of 2.6 compared with Dow Jones over 5 years. Building Corporate Soul helps leaders at every level move beyond their current thinking and create an environment in which business goals are well understood and corporations walk their talk. Both this shared understanding and the subsequent shared behavior are critical to turn a company´s purpose into a real means to an end: superior success and a truly motivated workforce that is proud of its role inside the organization and of its impact on the local community and society overall. You'll see how companies of all sizes (startups and legacy corporations) have made this happen. You'll also learn how every leader, no matter the industry, can ignite (or re-ignite) the corporate soul in their firm. Ralf Specht is a visionary business leader and creator of the Soul System™, a framework that aligns value-creating employee action with broader corporate strategy through shared understanding and shared purpose. As a founding partner of Spark44, he was the architect of an innovative, industry-first joint venture with Jaguar Land Rover, which grew under his leadership to a global revenue of $100+m and 1,200 employees before it joined forces with Accenture Interactive in 2021. Previously, he consulted with global companies and brands for more than two decades with McCann Erickson. Besides Building Corporate Soul: Powering Culture & Success with the Soul System™, he is the author of the forthcoming book Beyond the Startup: Sparking Operational Innovations for Global Growth.
The Service Profit Chain
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Author : W. Earl Sasser
language : en
Publisher: Free Press
Release Date : 1997
The Service Profit Chain written by W. Earl Sasser and has been published by Free Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Business & Economics categories.
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Customer Service
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Author : Robert W. Lucas
language : en
Publisher:
Release Date : 2009
Customer Service written by Robert W. Lucas and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Customer services categories.
"Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel