Description
How companies can improve customer service and enhance brand loyalty through their employees.
New thinking on customer service based on principles from psychology, sociology, philosophy and neuroscience.
Tried and tested approach worldwide, including the acclaimed Ritz Carlton hotel chain.
Aimed at managers, executives, HR professionals who are seeking a better connection between their company and customers.
New paperback edition of an increasingly influential book in HR and management.
BOOK DETAILS
Publisher: LID Publishing
ISBN: 978-1-912555-01-7
FORMAT: 234x156mm
Bookbinding: Paperback
Number of pages: 366
AUTHOR
Alan Williams is the Managing Director of Service Brand Global, a consultancy that specialises in customer service.
Alison Whybrow is an award-winning Chartered and Registered Psychologist.
REVIEWS
An excellent practical guide to living your authentic self. Highly recommended.
Richard Barrett, Chairman of the Barrett Values Centre
31Practices is an eminently practical blueprint that will help you craft the life you want to live and experience.
Srikumar Rao, CEO, The Rao Institute (also known as The Happiness Guru)
In this complex and challenging world, having a core set of personal values which help guide your decisions and actions can be hugely powerful. But where do you start? This book walks you through the key considerations in defining your values and the everyday practices which will help you stay true to them. It draws on a broad spectrum of psychological theories and summarises them neatly in a concise and actionable manner. A potentially life-defining read.
Steve Apps, Chair, Association for Business Psycholog
Additional information
| Physical | Physical Copy |
|---|---|
| Digital | E-book |
Related Products
Quick View
Ma Huateng and Tencent
China's economic rise and influence has been one of the most significant developments in the global economy of recent times. A driving force behind this expansion has been the private entrepreneurs and companies of China, some of which have literally redefined the economic and business landscape, both inside and outside of China. Ma Huateng (Pony Ma) is one such entrepreneur. In 1998, he co-founded Tencent Inc, starting with the company's QQ instant messaging tool that became a huge hit in China. Under Ma's leadership, Tencent has moved into web portals, social networks, multi-player games and e-commerce, making the company today an Internet powerhouse and China's number one brand. Ma himself was hailed by Time magazine in 2014 as one of the world's most influential people. This book examines the rise of Ma and Tencent, known for their truly innovative thinking and approach to technology and business.
Author: Leng HuGet the ebook:
Get the physical book:
Quick View
Executive Function
Author: Keiron Sparrowhawk
Get the ebook:
Get the physical book:
Quick View
The Business Bullshit Book
If you work in business, the chances are you have fallen under the poisonous spell of business bullshit and jargon. Very few of us seem able to avoid “reaching out”, or “walk the talk”, or “shifting paradigms”, or “think outside the box”. No longer solely the province of management consultants, investors and MBA types, business gobbledygook has mesmerized the rank and file around the globe.
Help is at hand with this The Business Bullshit Book, aptly described as “the world’s most comprehensive collection” of the top 2,000 business terms and jargon that have infected us all. Stay sane (and keep your colleagues and customers from suffocating you) from the business bullshit madness by having this dictionary by your side. Based on his wide and extensive experience with business bullshit, Kevin Duncan deciphers the terms and language of modern-day business speak.
Author: Kevin Duncan
Get the ebook:
Get the physical book:
Quick View
Ren Zhengfei and Huawei
China’s economic rise and influence has been one of the most significant developments in the global economy of recent times. A driving force behind this expansion has been the private entrepreneurs and companies of China, some of which have literally redefined the economic and business landscape, both inside and outside of China.Ren Zhengfei is one such entrepreneur, who has become one of China’s most revered and inspiring business leaders. His company Huawei Technologies, which was founded in 1987, is today a world-leading supplier of telecommunications equipment and mobile phones that employs over 150,000 people around the world. Low profile and known for his down-to-earth nature, Ren is hugely popular in China. This book tells the story of how he turned Huawei into one of the world’s most recognized business brands and the much admired management philosophy behind its success.
Author: Li HongwenGet the ebook:
Get the physical book:
Quick View
Pushing the boundaries
Get the ebook:
Get the physical book:
Quick View
The Feedback Book
Maintaining performance today is no longer simply about having an annual appraisal and telling employees “you must try harder”. Research demonstrates that regular discussions about performance and providing feedback to the people you manage is a more effective way to motivate them and keep them on track. Distilled into this single, handy-sized volume are 50 tips, advice and techniques to help any manager become quickly skilled at regularly discussing performance, setting goals and objectives and providing the necessary feedback to ensure individuals and teams thrive in the company. Structured into five key parts, each of the 50 concise chapters also contains a practical exercise to help the reader understand and implement the concepts and ideas of this book.
Get the ebook:
Get the physical book:
Quick View
Perform to win
Get the ebook:
Get the physical book:
Quick View