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Author: Mario C. Martinez
Publisher: Taylor & Francis
ISBN: 1000980111
Category : Education
Languages : en
Pages : 142
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Book Description
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.
Author: Jeff Toister
Publisher:
ISBN: 9780692842003
Category :
Languages : en
Pages : 188
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Book Description
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Author: Mac Anderson
Publisher: Sourcebooks, Inc.
ISBN: 1608101274
Category : Business & Economics
Languages : en
Pages : 109
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Book Description
You may know the 212 degree concept for our original bestseller 212 The Extra Degree written by Sam Parker and Mac Anderson. But this book is written specifically for businesses and is all about creating a service culture. In case you are not familiar with the 212 concept, here it is in a nutshell: At 211 degrees water is hot. At 212 degrees, it boils. And with boiling water, comes steam. And steam can power a locomotive. The one extra degree makes the difference. This simple analogy reflects the ultimate definition of excellence. Because it's the one extra degree of effort, in business and life, that can separate the good from the great. The stories in 212 Service reflect real-life examples of companies that have taken their customer service to the next degree. Someone once said, "Life is like a game of tennis. The player who serves well seldom loses." The same can be said for any business on the planet. There are many books written about service, however, our goals in this one is to keep it simple. 212 Service presents 10 simple, but engaging rules of service that can be read by every member of your team in less than 30 minutes. 212 Service is written with real life examples of exceptional customer service and is certain to inspire your team with ideas that apply specifically to your industry.
Author: David E. Reed
Publisher:
ISBN: 9780978813796
Category : Business & Economics
Languages : en
Pages : 116
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Book Description
Author: Mario C. Martinez
Publisher: Taylor & Francis
ISBN: 1000980111
Category : Education
Languages : en
Pages : 142
Get Book Here
Book Description
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.
Author: G. Michael Barton
Publisher: Worldatwork
ISBN:
Category : Business & Economics
Languages : en
Pages : 164
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Book Description
Author: Maxine Melling
Publisher: Facet Publishing
ISBN: 1856044491
Category : Language Arts & Disciplines
Languages : en
Pages : 225
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Book Description
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.
Author: Jon J. Driessen
Publisher:
ISBN:
Category :
Languages : en
Pages : 24
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Book Description
Author: Susanne Nikoltchev
Publisher: Council of Europe
ISBN: 9789287161888
Category : Business & Economics
Languages : en
Pages : 188
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Book Description
Europe is marked by a great diversity in public service broadcasting culture which is a result of the different political, economic, cultural and social realities in different European countries. This publication examines the development of public service broadcasting, its current raison d'ãtre and its perspectives in the digital media era. It also addresses the demands and expectations placed on public service broadcasting: how are these demands expressed and how do today's broadcasters meet these demands? Fourteen European countries are covered in detail: Bulgaria, Denmark, Finland, France, Germany, Hungary, Italy, Lithuania, Poland, Romania, Spain, Switzerland, The Netherlands, United Kingdom. The countries were chosen to provide an overview of the different regulatory models developed throughout Europe. Each contribution describes the foundations of the public service remit, the economic and financing model as well as the decision-making process. In addition, it examines the influence of a country's cultural, political or social aspects on the selection of the public service broadcasting system and its organisational structures.
Author: Wyoma vanDuinkerken
Publisher: American Library Association
ISBN: 0838913121
Category : Business & Economics
Languages : en
Pages : 290
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Book Description
Quality leadership is integral to the very future of our profession. And it doesn't only come from the top down. Effective leadership is customer-focused and collaborative, fostering a service culture that invites the involvement of individuals in every part and at every level of the organization, as the authors persuasively demonstrate in this practical new book. Drawing from case studies as well as the literature of business and social sciences, the authors provide guidance on how to apply the values of service leadership to both public and academic libraries. Through the use of examples, exercises, and tools for development, this book walks readers through the steps needed to create a sustainable, service-oriented model by Explaining how a service culture reaches beyond the individual leader with positional authority and extends to all individualsShowing ways to build rapport and trust within an organization, and how to balance encouragement with accountabilityDetailing strategic thinking and planning methods that will lead to improvements in customer service, human resources, organizational development, and trainingHelping library leaders create a sustainable service culture through codifying their organization’s values, with advice on policies and procedures such as recruitment, performance evaluation, compensation, and succession planningDiscussing the environment of change in libraries, showing how a library’s organizational culture is at the center of being responsive and staying relevantThis valuable resource gathers the principles and best practices of leadership, and points the way towards creating a service culture that makes every staff member a library leader.
Author: Nitin Arora
Publisher: Arora IAS
ISBN:
Category : Antiques & Collectibles
Languages : en
Pages : 158
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Book Description
"Indian Art and Culture: Colour Mind Map for Civil Service and One Day Exams" is an indispensable guide meticulously crafted for aspirants preparing for Civil Service and One Day Examinations. This comprehensive book offers a unique and visually stimulating approach to comprehending the diverse facets of Indian art, culture, and heritage. Presented in a vibrant and structured format, this resource employs color-coded mind maps to encapsulate the essence of Indian art and culture. Each mind map serves as a visual roadmap, elucidating various art forms, historical periods, architectural styles, traditional practices, classical dances, music, literature, and more. The mind maps in this book provide a cohesive and structured overview of India's rich cultural heritage, spanning different dynasties, regions, and artistic traditions. These visual representations facilitate a comprehensive understanding of the intricate details and interrelationships within India's artistic and cultural landscape. Designed to aid quick comprehension and retention, the strategic organization of information in color-coded mind maps assists aspirants in effectively revising and recalling essential aspects of Indian art and culture. This resource is tailored to streamline the learning process, enabling candidates to navigate through the vast and diverse realm of Indian heritage with ease. "Indian Art and Culture: Colour Mind Map for Civil Service and One Day Exams" stands as an invaluable companion, empowering aspirants to grasp and retain intricate details of Indian art and culture effectively. It serves as an essential tool for those aspiring to excel in competitive examinations by offering a holistic understanding of India's rich cultural heritage.
