Search results for "Service"
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Service
Winner of the 2021 ETPEP AwardEighty-year-old Fitz sits in a counselling session trying to piece together fragmented memories of joining the British Army and finding himself posted to Cyprus.Before coming to England, his counsellor Dimitris deserted from the Cypriot army, but he can’t share that with Fitz…A stunning award-winning new play, Service is a complex conflict of masculinity, colonialism and loyalty – in a room at the heart of the Empire.
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Service
New in paperback: the conversation-starting, engrossing novel about power and consent in the pressure cooker of a high-end restaurantWhen Hannah learns that famed chef Daniel Costello is facing accusations of sexual assault, she's thrown back to the summer she spent waitressing at his high-end Dublin restaurant - the plush splendour of the dining rooms, the wild parties after service, the sizzling tension of the kitchens. But Hannah also remembers how the attention from Daniel soon morphed from kindness into something darker.Now the restaurant is shuttered and Daniel is faced with the reality of a courtroom. His wife Julie is hiding from paparazzi lenses behind the bedroom curtains. Surrounded by the wreckage of the past, Daniel, Julie and Hannah must reconsider what happened at the restaurant. Their three different voices reveal a story of power and complicity, the lies we tell and the courage it takes to face the truth.
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Service
What Bruce Lack offers in the poems in Service is truth—complex, ambiguous, paradoxical, contradictory, impossible—about the experiences of a Marine fighting the Iraq War and the jarring transition that comes with returning home to find the war reduced to background noise for a remote civilian population. Bruce Lack’s forceful, authentic poetry confronts the human cost of sending young men and women to fight a war of questionable justification against an insurgency unbound by rules of engagement. Lack’s poems engage honestly with the frustration of fighting an elusive, ruthless enemy, the guilt of surviving when others do not, and the residual anger that may never leave the generation of veterans of the War on Terror. Written in the voice of the Marine but directed toward and accessible to the civilian, Service is a book that seeks to close the communication gap between the two.
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Service
Marcus Luttrell, author of the #1 bestseller Lone Survivor, share war stories about true American heroism from himself and other soldiers who bravely fought alongside him. Navy SEAL Marcus Luttrell returned from his star-crossed mission in Afghanistan with his bones shattered and his heart broken. So many had given their lives to save him -- and he would have readily done the same for them. As he recuperated, he wondered why he and others, from America's founding to today, had been willing to sacrifice everything-including themselves-for the sake of family, nation, and freedom. In Service, we follow Marcus Luttrell to Iraq, where he returns to the battlefield as a member of SEAL Team 5 to help take on the most dangerous city in the world: Ramadi, the capital of war-torn Al Anbar Province. There, in six months of high-intensity urban combat, he would be part of what has been called the greatest victory in the history of U.S. Special Operations forces. We also return to Afghanistan and Operation Redwing, where Luttrell offers powerful new details about his miraculous rescue. Throughout, he reflects on what it really means to take on a higher calling, about the men he's seen lose their lives for their country, and the legacy of those who came and bled before. A thrilling war story, Service is also a profoundly moving tribute to the warrior brotherhood, to the belief that nobody goes it alone, and no one will be left behind.
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Service
Help customers build their business. Your primary goal is to help your customers become more successful. You are not just selling products and services they can buy from any competitor; you will learn how to sell them ideas, consulting services and your personal services. Benjamin Franklin's 13-week self improvement program will guarantee your success.
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Gospel of Customer Service
Internationally acclaimed business experts Dr. Ken Blanchard, Dottie Walters and Peter J. Daniels have all personally endorsed Bernard's flagship book entitled; "The Gospel of Customer Service." The Gospel of Customer Service is a parable based on spiritual principles and the true story of the author's experience in customer service training. The creative plot presents an excellent automobile dealership that trains its people in principles of service that Bernard Smalls calls spiritual pragmatism. You are sure to enjoy this parable and grow in your attitude towards service. You are guaranteed to be inspired, engaged, entertained and enlightened that the true key to wealth and greatness is excellent service.
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Uncommon Service
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.
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Five Star Service
Create magic moments that get you noticed, remembered and referred. Providing excellent customer service is the surest way to greater success for your organisation and a more successful career for you. And it's not half as difficult or time consuming to achieve as you might think!
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Customer Service Essentials
Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters.
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New Service Development
The service paradigm is changing from the traditional concept of a service transaction to one of the service experience. Starbucks Coffee, Disney World, and Planet Hollywood, all define their perspective services as experiences. As businesses explicitly charge for memorable encounters, they stimulate a transition from a service economy to a new experience economy. New Service Development: Creating Memorable Experiences is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implantation. Chapter contributors from the fields of operations management, marketing information technology, and organizational behavior explore the issues that service firms must address to sustain advantage in the new experience economy. Students and professionals in the fields of service management, new product development, and new venture creation will all benefit from the wisdom in this innovative, ground breaking book.
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Service Management
In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical action. It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company. The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation -but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as - more generally -the role of services in society. Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.
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Science of Service
When it comes to customer satisfaction, consistency is king-not the customer.While it's been proven that customer satisfaction can greatly impact many financial aspects of a business-from cash flow to profitability and share price-most companies have not considered the science behind customer service or built a system for it. With Mark Colgate's FAME model-standing for Framework, Accountability, Moments, and Endurance-companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.Colgate's model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they're proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.
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Why Service Matters
Why Service Matters is a collection of over fifty essays that Raul Pupo asserts will change the way you think about service. What consumers in business, education, and government receive by way of service has gotten progressively worse over time. What is most distressing, however, is that there does not appear to be any cause for optimism that the shoddy service being dished out to consumers will improve any time soon. That is, not unless and until leaders come to grips with the fact that service to the customer is grounded in four critical success factors or foundational propositions: a leadership that unequivocally believes they are in business, first and foremost, to serve the customer; a strategic planning regimen centered on the customer; an ethic of service to guide the organization to always err on behalf of the customer; and a competent, motivated, supported, and empowered front-line organization.
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Service Leadership
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome. Key Features: Shares insight from CEO′s on how service leaders think, strategize, and apply tools of the trade to achieve their objectives Relates chapter content to real world challenges faced by corporations Includes a discussion on both quantitative and qualitative methods in a service context Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic Provides an Instructor′s Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.
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It's All About Service
Practical strategies for better customer service based on the principles of servant-leadership Individuals in the workforce and the clients they serve are the fundamental building blocks of every company in America. Executives talk about customer service; but their employees are the ones who make it happen (or not). Author Ray Pelletier reveals the vital importance of a happy workforce in creating a happy client. By caring for employees, managers create an environment in which employees can care for customers. This book shows senior leaders, managers, and supervisors how to develop a managerial style that combines teamwork, trust, listening, forethought, and ethics to nurture a happy workforce and improve customer service. Built on the foundations of the servant-leadership model, the book offers effective, easy-to-implement strategies to develop these vital managerial skills. It's All About Service reveals that leaders who care for their people create businesses that care for their clients-and gain an edge over the competition.
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Redemptive Service
This book introduces readers to redemptive service, benevolence, and the pursuit of justice. Bringing together expertise in Christian theology and sociology, Lisa Stephenson and Ruthie Wienk write from the conviction that service to others--especially those who are disenfranchised and impoverished--is central to our identity and mission as Christians.Redemptive Service articulates the biblical, theological, and sociological foundations of service and explains why it is an important part of true Christian identity. The authors use the parable of the good Samaritan to frame redemptive service as a twofold process. First, true Christian service must emerge from a genuine love of our neighbor, which can only come about when service emerges from a Christian worldview. Second, our vision must be accompanied by intentional and informed action. We must discern and respond to the cries for help that surround us through relief, development, and advocacy work.The authors highlight why we should engage in service while providing readers with a framework to use when deciding whom to serve and how to serve well.
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America's Service Meltdown
In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back.What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence. Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.Includes case studies and vivid, firsthand experiences and anecdotesPresents chapters modularly organized into subtopics for easy reading
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