“Customer service is key to the success of any company.
I recommend Unleashing Excellence to any company needing a ‘how to’ and ‘can do’ manual to implement service excellence in their organization.”
Richard A. Nunis
Retired Chairman, Walt Disney Parks & Resorts
After a great product or service, the one thing that brings people back is the “good feeling” a customer goes away with as a result of their last contact with someone at your company. It may be the product itself that brings a customer back. It may be a knowledgeable, friendly representative that causes that warm glow. But it is rare when a good product packaged with poor customer service results in return business. People just hate being poorly treated, overlooked, or dismissed and the direct result of poor customer service is seen in lost profits. No company is immune to the hazards of poor service.
Without fluff and puffery, the authors of Unleashing Excellence have produced a highly readable, easy-to-understand guide that will encourage readers to take a strong look at their customer service efforts. With practical tools [all that can be tailored to a company’s own needs], readers will find a step-to-step guide for building a culture of service excellence. Here is a book that can be picked up and read, understood and implemented by the most experienced company, department or employee, as well as an organization just beginning to focus on customer service.
With many years of experience in their backgrounds, Yanovitch and Snow, present the best practices of some of the world’s finest organizations. Give your company a shot in the arm with an injection of these best practices as found in Unleashing Excellence: The Complete Guide to Ultimate Customer Service.
Retain or Retrain: How to Keep the Good Ones from Leaving
Price: $16.95
ISBN#: 1-929902-11-5
Published Date: 2001 (paperback)
Many business owners don’t have a problem keeping their poorer employees. The big problem is keeping the good employees – the ones that see greener pastures elsewhere and leave. The process of keeping the good employees is one of major importance and one that few companies take time to embrace. As it has become painfully clear: it is less expensive to retain employees than train new ones. Here’s a book that addresses this critical issue.
Interviewing and making a concerted effort to find the right person for the right position can be exhausting and very expensive. The time taken to create job descriptions, to lay out the parameters of that job, to envision the type of person needed to make that position effective, and to sit down and meet interested bodies to fill that position can be practically immeasurable. Yet, how much time is actually spent – after the hiring decision has been made and the “right” person placed into that special position – to ensure that you DON’T LOSE that important hire? How can a company, regardless of its size, keep the good people from leaving for greener pastures? What can be done to create an environment conducive to employee retention that isn’t currently being undertaken? Why is it that all the really good people end up leaving and you can’t give the bad ones away. And at what cost?
Seven experts joined forces to bring the essence of great retention to the pages of this book. Teri Yanovitch, Don Sanders, Carol Hacker, Lewis Losoncy, David Cox, Ed Rose, and David Baker bring their combined experiences into focus and provide readers with a wealth of information. Practical answers abound in this highly readable book. The answers may surprise you. You may find some of the suggestions challenging to the corporate environment in which you reside…but, they may be the difference between losing the best and keeping them.
When the answer isn’t always “increasing salary,” let Retain or Retrain go to work for you and your company.
