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New Book added

The Southwest Airlines Way
Author: Jody Hoffer Gittell
From the Back CoverThrough extensive research Jody Hoffer Gittell gets to the bottom of what has sustained Southwest Airline's positive employee relations and high performance through good and bad times. Shareholders, employees, and customers would all benefit if companies would learn from this rich story and adapt the lessons to their particular settings.
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Great discounts on over 570 leading
customer service and call centre books.

Our Top 5 Books
1. It’s Your Ship. Management techniques from the best damn ship in the Navy
Author: Captain D. Michael Abrashoff
Phil Dourado: Captain Mike Abrashoff used to ask his crew these three questions every six weeks: 1.
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2. Blink: The Power of Thinking Without Thinking
Author: Malcom Gladwell
(From Amazon): Intuition is not some magical and mysterious property that arises unbidden from the depths of our mind.
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3. The Paradox of Choice: Why More is less
Author: Barry Schwartz
Phil Dourado writes: If your product expansion strategy is based on horizontal extension - increasing the choice offered to consumers - you need to be aware of this paradox, as you do if you're a politician trying to push further choice into areas of our lives such as the health service and schools.
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4. The Starfish & The Spider, The unstoppable power of leaderless organizations
Author: Ori Brafman & Rod A. Beckstrom
Phil Dourado: This is a very timely book.
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5. The Dance of Change
Author: Senge et al
Phil Dourado: With The Fifth Discipline, Peter Senge created a worldwide movement as thousands of organizations took up the challenge of trying to create the learning organization.
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View our Top 10 books

Our Commitment To You
Books will only be allowed when we feel they add value to your efforts to become customer-centred. All books listed are run in partnership with Amazon, because we love the way they put customer service at the heart of their business. So, when you click on a 'buy' link you are dealing with the world's biggest on-line book seller.
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