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Customer service remains a fundamental driver of business success and profitability. This book is designed for anyone who is working to improve standards of service to the customer. Whether you are a business owner, manager, service provider or executive, it will provide tools, techniques and a methodology to systematically raise your competency in customer relations. Each chapter includes examples, exercises, case studies and discussion points to help you ...
The answer to team effectiveness is not more global management processes, new structures, or redesigned systems. As Susan Nash persuasively demonstrates, the key to improving team performance is to begin at the beginning – go inside the team to analyze the personality type and temperament of each team member and of the team as a whole. For decades, understanding the concepts of personality type and temperament has helped us improve our communication skills and ...