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Firing on all CylindersThe Service/Quality System for High-Powered Corporate Performance Author: Jim Clemmer
There are many reasons that most efforts to improve customer service levels fail. High on that list is a poor understanding of how to define, tune into, and measure customer expectations. Another key failure factor is rooted in the organization's culture. Frontline service providers don't feel well served by their organization. That's because most managers are cops rather coaches, send inconsistent signals on customers' true value, and aren't effective team leaders. Jim Clemmer's book, Firing on All Cylinders is a bestseller in both the U.S. and Canada because he provides straight-forward advice, vivid examples, and practical steps for action. Now two of the most popular and useful areas of this widely referenced book have been compiled and condensed for this 10 part podcast series. Language: en-us Genres: Business Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Team Leadership Skills
Saturday, 29 January, 2011
