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Service Mindset

Author: Jaquie Scammell

Publisher: Major Street Publishing

Published: 2022-01-01

Total Pages: 99

ISBN-13: 0648753018

If you're looking to transform the customer service culture in your organisation, to decrease complaints and increase compliments, Jaquie Scammell's approach is simple and more human than simply introducing better processes and procedures and her approach works.Jaquie has studied organisations that provide the best customer service and from this research she has created a system which, if followed, will increase loyalty to your business. You too will be able to create a winning customer service mindset that will be adopted by your frontline service leaders, the people who impact your customer service staff, who impact your customers every day.In Service Mindset, Jaquie includes interviews with leaders from six of the best Australian businesses, which have a customer service mindset. These organisations may not have as much street cred as Google, Amazon or Facebook, but they lead the way when it comes to building a high performing service culture where customer loyalty is constantly increasing.

The Serving Mindset

Author: Brock Farnoosh

Publisher: Simon and Schuster

Published: 2018-11-06

Total Pages: 208

ISBN-13: 1510741968

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What if you could stop selling altogether and grow your profits? With The Serving Mindset, you’ll learn how to serve, elevate your business success, and feel great about it! Targeted to business owners and entrepreneurs who are very good at what they do but feel guilt and shame around selling and sales and therefore limit their own success and overall possibilities, The Serving Mindset: Stop Selling and Grow Your Business positions selling as serving and takes readers through the process of why and how to acquire this “serving mindset” and put it into practice. For readers who hate sales, The Serving Mindset will help you diagnose the source of the issue, understand how your mindset affects your sales directly, and discover a fresh approach to selling as serving—an essential lesson for enabling any business to explore maximum levels of prosperity. Using case studies as well as the experience of the author and that of her professional-coaching clients, The Serving Mindset is sure to change how readers view selling, serving, and growing. The powerful insights and applications in this book are game-changers for every business owner and entrepreneur who wants to attract and secure ideal customers and premium clients while maintaining integrity to his or her own core values.

Creating a Customer Service Mindset

Author: Jaquie Scammell

Publisher:

Published: 2018-06-05

Total Pages: 194

ISBN-13: 9780648238782

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Creating a customer service mindset is a book in three parts. It starts by looking at some of the best Australian businesses and their leaders with a customer service mindset. These organisations may not get as much street cred or exposure as Google, Amazon or Facebook, but they are leading the way when it comes to delivering superior customer service in the world. Next it looks at the future of work and the importance customer service and conscious leadership will have on the success of your organisation. The final part reveals the how you can instil a customer service mindset throughout your organisation by teaching them how to adopt a continuum of behaviours. The catch is that you, as a leader, have to adopt these behaviours, which will impact your employees performance, which in turn, impacts your customer interactions and loyalty, and then enhances your whole organisation.

Mindset

Author: Carol S. Dweck

Publisher: Ballantine Books

Published: 2007-12-26

Total Pages: 322

ISBN-13: 0345472322

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From the renowned psychologist who introduced the world to “growth mindset” comes this updated edition of the million-copy bestseller—featuring transformative insights into redefining success, building lifelong resilience, and supercharging self-improvement. “Through clever research studies and engaging writing, Dweck illuminates how our beliefs about our capabilities exert tremendous influence on how we learn and which paths we take in life.”—Bill Gates, GatesNotes “It’s not always the people who start out the smartest who end up the smartest.” After decades of research, world-renowned Stanford University psychologist Carol S. Dweck, Ph.D., discovered a simple but groundbreaking idea: the power of mindset. In this brilliant book, she shows how success in school, work, sports, the arts, and almost every area of human endeavor can be dramatically influenced by how we think about our talents and abilities. People with a fixed mindset—those who believe that abilities are fixed—are less likely to flourish than those with a growth mindset—those who believe that abilities can be developed. Mindset reveals how great parents, teachers, managers, and athletes can put this idea to use to foster outstanding accomplishment. In this edition, Dweck offers new insights into her now famous and broadly embraced concept. She introduces a phenomenon she calls false growth mindset and guides people toward adopting a deeper, truer growth mindset. She also expands the mindset concept beyond the individual, applying it to the cultures of groups and organizations. With the right mindset, you can motivate those you lead, teach, and love—to transform their lives and your own.

The Scout Mindset

Author: Julia Galef

Publisher: Penguin

Published: 2021-04-13

Total Pages: 290

ISBN-13: 0735217556

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"...an engaging and enlightening account from which we all can benefit."—The Wall Street Journal A better way to combat knee-jerk biases and make smarter decisions, from Julia Galef, the acclaimed expert on rational decision-making. When it comes to what we believe, humans see what they want to see. In other words, we have what Julia Galef calls a "soldier" mindset. From tribalism and wishful thinking, to rationalizing in our personal lives and everything in between, we are driven to defend the ideas we most want to believe—and shoot down those we don't. But if we want to get things right more often, argues Galef, we should train ourselves to have a "scout" mindset. Unlike the soldier, a scout's goal isn't to defend one side over the other. It's to go out, survey the territory, and come back with as accurate a map as possible. Regardless of what they hope to be the case, above all, the scout wants to know what's actually true. In The Scout Mindset, Galef shows that what makes scouts better at getting things right isn't that they're smarter or more knowledgeable than everyone else. It's a handful of emotional skills, habits, and ways of looking at the world—which anyone can learn. With fascinating examples ranging from how to survive being stranded in the middle of the ocean, to how Jeff Bezos avoids overconfidence, to how superforecasters outperform CIA operatives, to Reddit threads and modern partisan politics, Galef explores why our brains deceive us and what we can do to change the way we think.

Creating a Customer Service Mindset

Author: Jaquie Scammell

Publisher:

Published: 2018

Total Pages: 134

ISBN-13: 9781925283709

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Building a Service Culture

Author:

Publisher: Gower Publishing Company, Limited

Published: 1999-01-01

Total Pages: 160

ISBN-13: 9780566081392

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This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you can build a service culture into your business.

Legendary Service: The Key is to Care

Author: Ken Blanchard

Publisher: McGraw Hill Professional

Published: 2014-04-18

Total Pages: 176

ISBN-13: 0071817859

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Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit

Amaze Every Customer Every Time

Author: Shep Hyken

Publisher: Greenleaf Book Group

Published: 2013-09-03

Total Pages: 240

ISBN-13: 1626340102

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You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

Service Management

Author: John R. Bryson

Publisher: Springer Nature

Published: 2020-11-26

Total Pages: 294

ISBN-13: 3030520609

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This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into: how to manage service businesses, with coverage of both small firms and large transnationals service business models, operations and productivity managing service employees how service firms engage in product and process innovation marketing, customers and service experiences internationalization of service businesses the ongoing servitization of manufacturing This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.