Tag Archives: Employees

The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer–which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that!

Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

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The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer–which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that!

Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

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Customer Service at a Glance: A practical guide for frontline employees and small business managers

Simple. Practical. Straightforward. Do these three words describe your ideal customer service book? Are you looking for a book that breaks down concepts and relates them to the workaday situations confronting customer service employees? Then, here is one.

Customer Service at a Glance is a practical book to help frontline employees and small business managers appreciate the principles of customer service and begin to apply them in their relationship with customers. Written in easy and motivational style, the book guides the reader on how to project a winning, professional image that resonates with customers and shows what works best in various service contexts such as face-to-face interactions, telephone conversations, email communication and service failures. It also offers an easy-to-apply formula for making dissatisfied customers happy again.

Frontline employees play a critical role in the ability of organisations to win and retain profitable customers. The book clearly shows how the simplest actions of customer-facing employees can impact the fortunes of their employers. It, therefore, keeps a sharp focus on acceptable attitude and behaviour at the frontline.

Based on the author’s nearly two decades of working with customers and frontline employees, the book also offers insightful examples of actions and statements that frontline employees must avoid in order not to alienate customers.

Managers of small businesses and employees in customer-facing roles in the banking, ICT, aviation, telecommunications, hospitality and retailing sectors will find the book a veritable companion that guides and motivates them to “create” happy, loyal, profitable customers. Those who are considering similar jobs will equally find in the book a good preparation material.

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Employees First, Customers Second: Turning Conventional Management Upside Down

MORE THAN 100,000 COPIES SOLD

One small idea can ignite a revolution just as a single matchstick can start a fire.

One such idea—putting employees first and customers second—sparked a revolution at HCL Technologies, the IT services giant.

In this candid and personal account, Vineet Nayar—HCLT’s celebrated CEO—recounts how he defied the conventional wisdom that companies must put customers first, then turned the hierarchical pyramid upside down by making management accountable to the employees, and not the other way around.

By doing so, Nayar fired the imagination of both employees and customers and set HCLT on a journey of transformation that has made it one of the fastest-growing and profitable global IT services companies and, according to BusinessWeek, one of the twenty most influential companies in the world.
Chapter by chapter, Nayar recounts the exciting journey of how he and his team implemented the employee first philosophy by:

• Creating a sense of urgency by enabling the employees to see the truth of the company’s current state as well as feel the “romance” of its possible future state

• Creating a culture of trust by pushing the envelope of transparency in communication and information sharing

• Inverting the organizational hierarchy by making the management and the enabling functions accountable to the employee in the value zone

• Unlocking the potential of the employees by fostering an entrepreneurial mind-set, decentralizing decision making, and transferring the ownership of “change” to the employee in the value zone

Refreshingly honest and practical, this book offers valuable insights for managers seeking to realize their aspirations to grow faster and become self-propelled engines of change.

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Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees

With a Foreword by Jim Cora, former Chairman of Disneyland International

“A leadership blueprint, applicable in any organization.” — Captain D. Michael Abrashoff, U.S. Navy (Ret.), and author of It’s Your Ship

“When I first arrived at The Walt Disney Company, I was surprised to find I had to go back to school–at Disney University! There, I learned the fundamentals of guest service that consistently gave Disney a tremendous advantage in the marketplace. Now, anyone can know these secrets of success thanks to Doug Lipp’s informative book. No matter what your business, the lessons taught at Disney University will prove invaluable.” — Michael Eisner, Former CEO and Chairman, The Walt Disney Company

When it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney’s employees have been fueling the iconic brand’s wild success for more than 50 years.

How has Disney succeeded in maintaining such a powerful workforce for so many years? Why are so many corporations and executives drawn to study how Disney continues to exemplify service and leadership standards?

The Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic. Now, for the first time, the secrets of this exemplary institution are revealed. In Disney U, Doug Lipp examines how Van perpetuated Walt Disney’s timeless company values and leadership lessons, creating a training and development dynasty. It contains never-before-told stories from numerous Disney legends. These pioneers share behind-the-scenes success stories of how they helped bring Walt Disney’s dream to life.

Disney U reveals the heart of the Disney culture and describes the company’s values and operational philosophies that support the iconic brand. Doug Lipp lays out 13 timeless lessons Disney has used to drive profits and growth worldwide for more than half a century.

To this day, the Disney University continues to turn out some of the most engaged, loyal, and customer-centered employees the business world has ever seen. Using the lessons outlined in Disney U will set your organization on a path of sustained success.

PRAISE FOR Disney U:

“I highly recommend Disney U to anyone interested in building an enduring market presence and brand.” — Stephen Cannon, President and Chief Executive Officer, Mercedes-Benz USA

“Lipp’s narratives reveal how Van and other Disney visionaries set the stage for a world-class organization by skillfully balancing both ‘people’ and ‘technology.’” — Debi Aubee, Vice President of Sales, Bose Corporation

“Every leader should have the equivalent of a Van France at his or her side. Thanks to Doug Lipp, we can now tap into the brilliance of a man who helped Walt create The Happiest Place on Earth.” — David Overton, Founder and Chief Executive Officer, The Cheesecake Factory

“How does Disney University create such enthusiastic, loyal, and customer-centered employees, year after year? Now, for the first time, Doug Lipp takes us on a journey backstage to answer this pivotal question.” — John G. Veres III, Ph.D., Chancellor, Auburn University at Montgomery

“Doug Lipp shares terrific stories about Disney that underscore the importance of creating an organizational culture with an unwavering dedication to superlative service and exceptional quality, both for employees and customers. He then takes it a step further by explaining how to bring these values to life for your organization.” — Christine A. Morena, Executive Vice President of Human Resources, Saks Incorporated

“Leaders, whether at the helm of a ship or an organization, set the tone for engaging the hearts and minds of employees. In Disney U, Doug Lipp shares how Disney has created a high-performance culture where everyone takes ownership and responsibility. The numerous examples detailing the secrets behind the decades of success of the Disney University serve as a leadership blueprint, applicable in any organization.” — Captain D. Michael Abrashoff (Ret.), former Commander, USS Benfold, author, It’s Your Ship: Management Techniques from the Best Damn Ship in the Navy

“The lessons Doug Lipp shares in Disney U about how and why Disney excels are proof that an organization which knows more and cares more about its employees, will do so with its customers . . . and be the winner every time!” — Robert B. Engel, President and Chief Executive Officer, CoBank

“How many of us have experienced the magic of a good show, performed by courteous cast members, at The Happiest Place on Earth? In Disney U, Doug Lipp articulates the method behind the magic and offers a clear view of how any organization can create a culture where its guests will always want to return. Simple, understandable and widely applicable, Disney U captures the essence of what perpetuates Disney’s success and can certainly add to yours.” — Ryan C. Beasley, Vice President, Agencies, Kansas City Life Insurance Company

“Doug creates a masterpiece in Disney U through sharing the formation of the values and virtues of Disney University and the Disney culture. Doug Lipp’s entertaining and informative analysis of the secrets of the Disney University create the perfect learning tool for any organization or leader.” — Doug Stark, President and CEO, Farm Credit Services of America

“I should never have started Disney U so close to bedtime–I stayed up half the night reading it! I couldn’t put it down; . . . spellbinding insights articulately presented. One of the best business books I’ve ever read.” — Jeffrey L. Rupp, President, FlashPoint Productions

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All Employees Are Marketers

All Employees Are Marketers

All Employees are Marketers: Real-life, Proven, Employee-driven Strategies to Get More Customers… Get More Referrals… Get More Revenues… and Get More

Sale Price:$1.99

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