Exploring Top Books of Shelfari

The Customer Comes Second: Put Your People First and Watch 'em Kick Butt

The Customer Comes Second: Put Your People First and Watch 'em Kick Butt

by Hal F. Rosenbluth

The secret of Hal Rosenbluth's success, and his company's, is actually very simple. He concentrates on his employees first and his customers second. The formular works. Rosenbluth Travel was named one of the top ten in The 100 Best Companies to Work For In America, and happy customers have quickly transformed a small family business into a global industry leader, grossing over 1.5 billion annually. In The... (more)

IT Services Costs, Metrics, Benchmarking and Marketing

IT Services Costs, Metrics, Benchmarking and Marketing

by Anthony F. Tardugno

Offers a total roadmap for executives building enterprise-wide operations centers; practical help for managers seeking to deliver cost effective support and invaluable insight for IT customers who need to know what they can expect from their technology professionals. DLC: Computer service industry.

Service America in the New Economy

by Ron Zemke, Karl Albrecht

Service America was Dow-Jones Irwin's best selling book in history. As the definitive book on customer service--and the first major title in the field--it helped to define the category, spurring on dozens of imitators and creating an entirely new customer-service publishing category. Their seminal book became the blueprint that companies used to reform their service management stratgies. In the original, Karl... (more)

Total Customer Service: The Ultimate Weapon

Total Customer Service: The Ultimate Weapon

by William H. Davidow, Bro Uttal

Customer Service: The Competitive Weapon for the 1990sDemand for total customer service is rolling over business like a juggernaut. Companies that master service will triumph; those that ignore it will be swept into bankruptcy. Total Customer Service shows why understanding customer service is imperative, how to achieve it, what it costs, and provides a six-point plan for acquiring the decisive weapon in... (more)

The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

by Edward Horrell

Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness. Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes... (more)

The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization

The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization

by Robert Spector

First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the “Nordstrom” of your industry. Designed for customer service managers and trainers, as well as business owners, it’s an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles... (more)

Service Asia: How the Tigers Can Keep Their Stripes

Service Asia: How the Tigers Can Keep Their Stripes

by Gerard Tocquer

Based on extensive research, this book looks at how "service value" has contributed to the success of 11 leading companies in Asia and points the way for other companies to follow in the future in order to regain competitiveness and success in Asia. The companies discussed are: The Asian Sources Media Group, Bangkok Bank, China Light & Power Company, DHL International, Giordano, Hongkong Telecom, Jollibee... (more)

Pocket Pos: Highlights from Positively Outrageous Service

Pocket Pos: Highlights from Positively Outrageous Service

by T. Scott Gross

T. Scott Gross teaches how to get ordinary people to give world class service. He provides a hands on approach step-by-step formula for developing self-managing, excited service teams that put the customer first.

Customer Mania!: It's Never Too Late to Build a Customer-Focused Company (Unabridged)

Customer Mania!: It's Never Too Late to Build a Customer-Focused Company (Unabridged)

by Ken Blanchard

The One Minute Manager meets Yum!, the world's largest restaurant company, in this practical guide to making superlative customer service drive your business to success. Customer Mania! tells the story of a company Chairman and how his quest for superlative customer service has become the driving force for empowering his staff and growing his business. By embracing David's philosophy and projecting the vision... (more)

Managing Knock Your Socks Off Service (Knock Your Socks Off Series)

Managing Knock Your Socks Off Service (Knock Your Socks Off Series)

by Ron Zemke, Chip R. Bell

A crash course in caring for customers teaches managers how to find and retain quality people, know their customers, focus their unit on a specific organizational purpose, train and support employees, and more. Original.

Service America!

by Ron Zemke, Karl Albrecht

The acclaimed bestseller that revolutionized the way American companies think about their customers, Service America! is a must-read for executives, entrepreneurs, and managers who want to catch the tidal wave of change sweeping the economy.

Service Success! Lessons From a Leader on How to Turn Around a Service Business

Service Success! Lessons From a Leader on How to Turn Around a Service Business

by Daniel I. Kaplan

Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which... (more)

At America's Service: How Your Company Can Join the Customer Service Revolution

At America's Service: How Your Company Can Join the Customer Service Revolution

by Karl Albrecht

From the coauthor of the business bestseller Service America! comes an essential, comprehensive, practical manual for implementing service management strategies that work. Albrecht focuses on issues and problems such as building a service culture, how to get managers to think in new ways, common mistakes and more.

I Think Something's Missing from ITIL (Managing the Business of IT, MBIT001)

Human Sigma: Managing the Employee-Customer Encounter

Human Sigma: Managing the Employee-Customer Encounter

by John Howland Fleming

The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service. In the face of widespread perceptions of abysmal customer service and disengaged employees — and all-too-real declining profit margins — the need for change is obvious. Human Sigma addresses this need with an exciting new method for managing customer-employee... (more)

Reaching The Goal: How Managers Improve a Services Business Using Goldratt's Theory of Constraints

Reaching The Goal: How Managers Improve a Services Business Using Goldratt's Theory of Constraints

by John A. Ricketts

“There is no doubt that this is a truly original and groundbreaking work in applying the Theory of Constraints. I run a services company and learned some things about the services business. Anyone involved in large services companies needs to look at what John is proposing. I will definitely quote this material frequently.” Chad Smith, Managing Partner, Constraints Management Group “The information... (more)

Customer Loyalty Guaranteed: Create, Lead, and Sustain Remarkable Customer Service

by Chip R. Bell

"Chip and John show leaders practical ways to inspire and develop the unique talents of their staff. In turn, they demonstrate how your employees can produce the type of experience that inspires your customers to be an extension of your sales force." -- Joseph A. Michelli , author of The Starbucks Experience "Gets you to the heart of how leaders engage people who provide passionate service to... (more)

Service America!: Doing Business in the New Economy

Service America!: Doing Business in the New Economy

by Dr. Karl Albrecht

This is the original, classic best-seller that launched the world-wide "customer revolution." It made the concept of service management into an important part of modern management thinking. Re-released by the authors, its timeless truths will never go out of style. Find out why more than a half-million business leaders all over the world have made Service America their blueprint for success - and what these... (more)