|
|
eCustomerServiceWorld.com recommended reads
(NB Check out our Top Ten and our New Books as well!)Browse through and click on a title for a review. 
 | | Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!
Author: Jeff and Val Gee
UK Publisher: McGraw-Hill
ISBN: 0070248176
Rolf Dobelli (Amazon reviewer): “They offer seven critical ideas - keys - to providing outstanding customer service. Each one builds upon the premise and actions of the previous one, making these lessons sensible, precise, and natural to put into practice. The book illustrates each key with anecdotes, case histories, boxed lists, cartoons, and exercises. This creates an interactive learning experience. Nicely written in an upbeat, conversational style, it does not talk down to the reader or take the tone of a cold, authoritarian "employee manual." Neither is it condescending by being overly simplified in thought or tone. We [...] recommend this book to anyone whose position involves serving customers, or supervising those who do.” buy UK() buy US($)
| 
| | Survival Is Not Enough
Author: Seth Godin
UK Publisher: Touchstone Books
ISBN: 0743233387
Quick Review: Best-selling author Seth Godin provides a groundbreaking new way to organize companies to thrive during times of change. It contains a simple yet revolutionary idea: we can evolve our companies the same way nature evolves a species.
Darwin was right. Evolution is a fundamental force of nature, and Godin demonstrates how this force can be unleashed in any organization. The first step is to eliminate the anti-change reflex that's genetically coded into all of us. Once a company learns to "zoom" (embrace change without pain), it is much more likely to evolve. And a company that evolves can become ever more profitable.
buy UK() buy US($)
| 
| | Sustaining Knock Your Socks Off Service
Author: Ron Zemke
UK Publisher: Amacom
ISBN: 0814478247
Quick Review: Building a great service culture is part of the battle: Maintaining momentum in the high service stakes is the tough part. Let Ron show you how Links:
eArticles store (articles by Ron Zemke)
eResearch Store (Ron’s listing in the Who’s Who)
eProducts & Services Store (Ron’s - & Chip’s! - consulting company, PRA)
eSpeakers Store (to enquire about booking Ron as a speaker) buy UK() buy US($)
| 
| | Taking Care of eBusiness
Author: Thomas M. Siebel
UK Publisher: Doubleday
ISBN: 0385502273
Quick Review: In Taking Care of eBusiness, Siebel System's founder, chairman, and CEO, Tom Siebel shows how these and other market leaders are applying information and communication technology to better understand and satisfy their customers. Thanks to today's eBusiness technology, organizations can conduct business in any way their customers want; anytime, anywhere, in any language and currency, and through any channel. In today's competitive climate, that ability, says Siebel, is no longer just an option; it is a matter of business survival.
buy UK() buy US($)
| 
| | Talent Flow
Author: Joseph Rosse and Robert Levin
UK Publisher: Jossey Bass Wiley
ISBN: 0787948306
Quick Review: Talent Flow offers managers clear-cut advice for keeping employees who consistently deliver high performance and directions for managing (and if necessary, terminating) those who deliver poor performance. The authors take a scientifically researched approach to create this highly readable and practical resource. Throughout Talent Flow, Levin and Rosse show how to deal effectively with complex issues such as performance, satisfaction, and retention in ways that will ultimately benefit both the organization and the people within it. buy UK() buy US($)
| 
| | Talent: Develop it. Sell it. Be it. (Part of the Tom Peters Essentials series)
Author: Tom Peters
UK Publisher: Dorling Kindersley
ISBN: 1405302607
Talent, Trends, Leadership, Design, are the four books Dorling-Kindersley and Tom Peters have produced so far by breaking down his big book, Re-Imagine! into bite-size chunks. Publisher’s synopsis: “Turn your company into a dynamic centre of excellence. Instead of looking for things that have gone wrong in your organisation and trying to fix them, look for things that went right and try to build on them. Perceptive, provocative and inspiring ideas to transform the way you work, this is your crucial guide to leadership to help you reinvent your business from management guru Tom Peters.”
buy UK() buy US($)
| 
| | Tales for Change: Using Storytelling to Develop People and Management
Author: Margaret Parkin
UK Publisher: Kogan Page
ISBN: 0749441062
Quick Review: Storytelling is not just the preserve of children: stories can be used to re-frame and re-size problems and provide useful metaphors for the boardroom, office and individual. This book includes 50 tales that can be used in a change management context to communicate ideas, aid memorable learning, encourage brainstorming sessions, develop training and reflection, as well as to help those involved cope with the stress of change and increase emotional intelligence and creativity. buy UK() buy US($)
| 
| | The 17 Indisputable Laws Of Teamwork Embrace Them And Empower Your Team
Author: John C. Maxwell
UK Publisher: Thomas Nelson
ISBN: 0785274340
Quick Review: Everyone who works with people is realizing that the old autocratic method of leadership simply doesn’t work. The way to win is to build a great team.
John C. Maxwell has been teaching the benefits of leadership and team building for years. Now he tackles the importance of teamwork head on, writing about teamwork being necessary for every kind of leader, and showing how team building can improve every area of your life.
buy UK() buy US($)
| 
| | The 21 Indispensable Qualities Of A Leader: Becoming the Person Others Will Want to Follow
Author: John C. Maxwell
UK Publisher: Thomas Nelson
ISBN: 0785274405
Quick Review: Why do some people consistently inspire others to follow their lead? According to the author, it's the "character qualities" they possess. In The 21 Indispensable Qualities of a Leader, Maxwell identifies these top traits--and then defines them in ways that readers can absorb and utilize.
Each is covered in a separate chapter opening with a high-concept definition and continuing with relevant anecdotes, details on its meaning, suggestions for further reflection, and exercises for improvement.
buy UK() buy US($)
| 
| | The 21st Century Executive: Innovative Practices for Building Leadership at the Top
Author: Robert Frank Silzer (Editor), Rob Silzer (Editor), Eduardo Salas
UK Publisher: Jossey-Bass
ISBN: 0787952877
Quick Review: The book is a resource for building and maintaining an effective leadership team; defines the behaviour, performance, and effectiveness of executive leadership; discusses increasingly critical ethical and global influences on executive effectiveness; provides lessons learned, guidelines, and principles related to effective executive practices. buy UK() buy US($)
|
|
|
<
Privacy Statement