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256 pages

Unleashing Excellence, The Complete Guide to Ultimate Customer Service

Creator: Dennis Snow, Teri Yanovitch | Business & Economics - 2009-10-29

"If your organization is not fully committed to service excellence, don't read this book. If you are fully committed, then you must read this book.

Publisher: John Wiley & Sons

About this book
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.



221 pages

Doing Business with Germans, Their Perception, Our Perception

Creator: Sylvia Schroll-Machl | Business & Economics - 2013-03-13

This book will help you to achieve intercultural competence, that means: understanding of the cultural standards of others and insight into one’s own culture.Based on her academic training and many years of experience, Sylvia Schroll ...

Publisher: Vandenhoeck & Ruprecht

About this book
As globalisation becomes more pervasive in everyday life, many people are faced with challenging new situations: Cultural differences no longer fascinate only tourists and intrigue academics. The impact of globalisation has become, to a large extent, a part of our daily life, particularly in the business world. This book sheds light on the two sides of German business partnerships in intercultural settings. On the one hand it deals with people working with Germans from their home country as well as with expatriates who have come to live and work in Germany. On the other hand it portrays Germans who have business relations all over the world negotiating with people in business meetings or via telecommunications. What is “typically German”? How do other people perceive me as a German? This book will help you to achieve intercultural competence, that means: understanding of the cultural standards of others and insight into one’s own culture.Based on her academic training and many years of experience, Sylvia Schroll-Machl describes real-life situations that foreigners have experienced with Germans and explains, what Germans actually mean when they say and do particular things. The author also investigates the cultural and historical background which has shaped the German identity.


The Aeneid

Creator: Virgil | Fiction - 2013-08-02

This unique edition of The Aeneid from Dead Dodo Vintage includes the full original text as well as exclusive features not available in other editions.

Publisher: Dead Dodo Vintage

About this book
This unique edition of The Aeneid from Dead Dodo Vintage includes the full original text as well as exclusive features not available in other editions.The Aeneid- the title is Greek in form, is a Latin epic poem, written by Virgil between 29 and 19 BC, that tells the legendary story of Aeneas, a Trojan who travelled to Italy, where he became the ancestor of the Romans. It is composed of 9,896 lines in dactylic hexameter.[1] The first six of the poem's twelve books tell the story of Aeneas' wanderings from Troy to Italy, and the poem's second half tells of the Trojans' ultimately victorious war upon the Latin’s, under whose name Aeneas and his Trojan followers are destined to be subsumed.The hero Aeneas was already known to Greco-Roman legend and myth, having been a character in the Iliad, composed in the 8th century BC. Virgil took the disconnected tales of Aeneas' wanderings, his vague association with the foundation of Rome and a personage of no fixed characteristics other than a scrupulous piety, and fashioned this into a compelling founding myth or national epic that at once tied Rome to the legends of Troy, explained the Punic wars, glorified traditional Roman virtues and legitimized the Julio-Claudian dynasty as descendants of the founders, heroes and gods of Rome and Troy.



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