"Raving Fans” by Ken Blanchard Ken is a mentor and one of the most humble and kindest people you will ever meet. As Chief Spiritual Officer of the Blanchard Companies, he teaches and lives the “Servant Leadership” creed. He will teach you exactly what the title implies, “Raving Fans”, not just happy customers.
"Moments of Truth” by Jan Carlzon Find out how he turned SAS Airlines from a money loser to one of the most profitable airlines in the world in 18 months. I will offer one secret: “Drive decision making down to the frontline. Empower your employees to solve problems when they happen, take risks, and serve the customer.
“Pour Your Heart Into It” by Howard Schultz This book works on a number of levels. It’s a compelling Rag to Riches Story; it’s an account of one man’s vision of something unique and a relentless pursuit of quality in all things and making employees feel valued and important.
“The Spirit to Serve” J. W. Marriot This jewel of a business book explains Marriot’s philosophy in detail. Chapter Five deals with Active Listening, one my favorite topics to teach and the most underutilized skill in poor service companies.
Whether we admit it or
not, we’re all in the service business and most of us have two sets of
customers: the consumer and the people within our own organization whom we need
to sell or satisfy. The way we treat those inside customers influences the way
they treat the end user. There are countless ideas and theories about good
service. Consultants make it sound like rocket science, but it’s really very
simple: Service is about relationships. It’s about connecting with human
beings - understanding their concerns, challenges, interests, and needs - and
offering something of value to assist them. We were created to be perfect at
this, blessed with the right equipment in the right proportions: two eyes, two
ears, and one mouth.
But when you’re in a
hurry, it’s as if you have nine mouths and no eyes or ears. There’s no time to
listen and respond. There’s no opportunity to clarify, restate, and summarize.
Good communication takes time. Building trust takes time. Standing in someone
else’s shoes takes time.
