Remarkable Customer Service … and Disservice: Case Studies and Discussions to Increase Your Customers’ Delight (eBook) — This book is full of examples of superior customer service … and below par service. Following each example are questions to ask your team to prompt discussions of what went right — or wrong. Then you can decide how to use the lessons to improve your customers’ delight.
Grow Your Key Talent: Thought-Provoking Essays for Business Owners, Executives and Managers on Developing Star Staff (eBook) — Many executives think that only HR needs to think about how to grow their internal leadership. By offloading all the thinking about this they are sure to stunt their company’s growth. This book helps you examine what you should be considering when looking at helping your people grow to take on more responsibilities.