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Author: Frances X. Frei
Publisher: Harvard Business Press
ISBN: 1422133311
Category : Customer relations
Languages : en
Pages : 262
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Book Description
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Author: Frances X. Frei
Publisher: Harvard Business Press
ISBN: 1422133311
Category : Customer relations
Languages : en
Pages : 262
Get Book Here
Book Description
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Author: Ari Weinzweig
Publisher: Hyperion
ISBN: 1401305075
Category : Business & Economics
Languages : en
Pages : 125
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Book Description
Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way.
Author: Mark Pendergrast
Publisher: Basic Books
ISBN: 0465024041
Category : Cooking
Languages : en
Pages : 474
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Book Description
The definitive history of the world's most popular drug. Uncommon Grounds tells the story of coffee from its discovery on a hill in ancient Abyssinia to the advent of Starbucks. Mark Pendergrast reviews the dramatic changes in coffee culture over the past decade, from the disastrous "Coffee Crisis" that caused global prices to plummet to the rise of the Fair Trade movement and the "third-wave" of quality-obsessed coffee connoisseurs. As the scope of coffee culture continues to expand, Uncommon Grounds remains more than ever a brilliantly entertaining guide to the currents of one of the world's favorite beverages.
Author: Timothy Keller
Publisher: Thomas Nelson
ISBN: 1400221072
Category : Religion
Languages : en
Pages : 237
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Book Description
How can Christians today interact with those around them in a way that shows respect to those whose beliefs are radically different but that also remains faithful to the gospel? Join bestselling author Timothy Keller and legal scholar John Inazu as they bring together illuminating stories to answer this vital question. In Uncommon Ground, Keller and Inazu bring together a thrilling range of artists, thinkers, and leaders to provide a guide to living faithfully in a divided world, including: Lecrae, a recording artist, songwriter, and record producer Claude Richard Alexander Jr., senior pastor of The Park Church in Charlotte, North Carolina Rudy Carrasco, a program officer for the Murdock Charitable Trust Sara Groves, a singer and songwriter Shirley V. Hoogstra, president of the Council for Christian Colleges and Universities Kristen Deede Johnson, a professor of theology and Christian formation at Western Theological Seminary Warren Kinghorn, a professor of psychiatry and theology at Duke University Tom Lin, president of InterVarsity Christian Fellowship Trillia Newbell, director of community outreach for the Ethics and Religious Liberty Commission of the Southern Baptist Convention Tish Harrison Warren, an Anglican priest at the Church of the Ascension in Pittsburgh, Pennsylvania With varied and enlightening approaches to reaching faithfully across deep and often painful differences, Uncommon Ground shows us how to live with confidence, joy, and hope in a complex and fragmented age. Praise for Uncommon Ground: "For anyone struggling to engage well with others in an era of toxic conflict, this book provides a framework, steeped in humility, that is not only insightful but is readily actionable. I'm grateful for the vulnerability and wisdom offered by each of the twelve leaders who contributed to this book. The task of learning to love well--neighbors and enemies alike--is long and urgent, and it can be costly. And yet, as this book shows us because it is the work of Jesus, we can pursue this love with great hope." --Gary A. Haugen, founder and CEO, International Justice Mission
Author: Phil Higson
Publisher: Kogan Page Publishers
ISBN: 0749471050
Category : Business & Economics
Languages : en
Pages : 258
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Book Description
Leaders are expected to show the way forward, especially in unpredictable circumstances or when resources are constrained. Yet frustratingly, what is common to good leadership is not often widely practised. Uncommon Leadership will help you explore the uncommon insights that can make a significant difference to your leadership. It will lead you to fresh strategic thinking by challenging conventional wisdom and asking you to reflect on some thought-provoking questions. Using their wealth of experience as managers, educators and consultants, Phil Higson and Anthony Sturgess will help you to think differently about leadership. In this highly readable book, they stimulate fresh thinking on leadership and give you the practical platforms you need to deliver uncommon success in your organization. They bring uncommon leadership to life, combining insights from some remarkable leaders and their surprising stories, with their own individual take on leadership. Uncommon Leadership is supported by a companion website: www.uncommonleadership.co.uk, providing updates, tools and resources to help you do the common things uncommonly well.
Author: Frances Frei
Publisher: Harvard Business Press
ISBN: 1633697053
Category : Business & Economics
Languages : en
Pages : 269
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Book Description
"Unleashed is worth an afternoon of your time, whether or not you are already a leader. It is sparkily written and personal, drawing on the experiences of co-authors (and spouses) Frei and Morriss."— Financial Times Leadership isn't easy. It takes grit, courage, and vision, among other things, that can be hard to come by on your toughest days. When leaders and aspiring leaders seek out advice, they're often told to try harder. Dig deeper. Look in the mirror and own your natural-born strengths and fix any real or perceived career-limiting deficiencies. Frances Frei and Anne Morriss offer a different worldview. They argue that this popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you. It's about how effective you are at empowering other people—and making sure this impact endures even in your absence. As Frei and Morriss show through inspiring stories from ancient Rome to present-day Silicon Valley, the origins of great leadership are found, paradoxically, not in worrying about your own status and advancement, but in the unrelenting focus on other people's potential. Unleashed provides radical advice for the practice of leadership today. Showing how the boldest, most effective leaders use a special combination of trust, love, and belonging to create an environment in which other people can excel, Frei and Morriss offer practical, battle-tested tools—based on their work with companies such as Uber, Riot Games, WeWork, and others—along with interviews and stories from their own personal experience, to make these ideas come alive. This book is your indispensable guide for unleashing greatness in other people . . . and, ultimately, in yourself. To learn more, please visit theleadersguide.com.
Author: Dwight Jon Zimmerman
Publisher: Macmillan + ORM
ISBN: 1429988916
Category : History
Languages : en
Pages : 323
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Book Description
Uncommon Valor from Dwight Jon Zimmerman and John D. Gresham presents a fascinating look at six of our bravest soldiers and the highest military decoration awarded in this country. Since the Vietnam War ended in 1973, the Medal of Honor, our nation's highest award for valor, has been presented to only eight men for their actions "above and beyond the call of duty." Six of the eight were young men who had fought in the current war in Iraq, Afghanistan, or both. All of these medals were awarded posthumously, as all had made the choice to give their lives so that their comrades might live. Uncommon Valor answers the searing question of who these six young soldiers were, and dramatically details how they found themselves in life-or-death situations, and why they responded as they did. For the first time, this book also provides a comprehensive history of the Medal of Honor itself—one marred by controversies, scandals, and theft. Using an extraordinary range of sources, including interviews with family members and friends, teammates and superiors in the military, personal letters, blogs posted within hours of events, personal and official videos and newly declassified documents, Uncommon Valor is a compelling and important work that recounts incredible acts of heroism and lays bare the ultimate sacrifice of our bravest soldiers.
Author: M. R. James
Publisher: Read Books Ltd
ISBN: 1473379245
Category : Fiction
Languages : en
Pages : 25
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Book Description
M. R. James was born in Kent, England in 1862. James came to writing fiction relatively late, not publishing his first collection of short stories - Ghost Stories of an Antiquary (1904) - until the age of 42. Modern scholars now see James as having redefined the ghost story for the 20th century and he is seen as the founder of the 'antiquarian ghost story'. We are republishing these classic works in affordable, high quality, modern editions with a brand new introductory biography of the author.
Author: Frances Frei
Publisher: Harvard Business Review Press
ISBN: 1422142361
Category : Business & Economics
Languages : en
Pages : 262
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Book Description
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: • How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price? • How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? • How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? • How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology? Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
Author:
Publisher: Grand Central Publishing
ISBN: 1538735547
Category : Photography
Languages : en
Pages : 269
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Book Description
Retired Navy SEAL and professional photographer Darren McBurnett takes readers behind the scenes into the elite SEAL training program, BUD/S, in Coronado, California. Striking, beautiful, and haunting, Uncommon Grit takes a unique, unprecedented look at the toughest training in the military -- and the world -- from the vantage point of someone who lived through it. Retired Navy SEAL Darren McBurnett includes vivid descriptions of both the physical and mental evolutions that occur as a result of the immensely challenging SEAL training process. His stunning photographs, partnered with his compelling insights and sharp sense of humor, allow the reader to laugh, cringe, gasp, and even envision themselves going through this extraordinary experience.
