...from the Highly Acclaimed Bestseller on Customer Service and Quality Improvement
Jim Clemmer's book, Firing on All Cylinders is a bestseller in both the U.S. and Canada because he provides straight-forward advice, vivid examples, and practical steps for action. Now two of the most popular and useful areas of this widely referenced book have been compiled and condensed on two one-hour audio CDs.
Customer Service: Easy to Talk About, Tough to Do
There are many reasons that most efforts to improve customer service levels fail. High on that list is a poor understanding of how to define, tune into, and measure customer expectations. Another key failure factor is rooted in the organization's culture. Frontline service providers don't feel well served by their organization. That's because most managers are cops rather coaches, send inconsistent signals on customers' true value, and aren't effective team leaders.
CD 1 - Understanding Customer Expectations
CD 2 - Building a Customer-Focused Organization: Leadership Roles and Skills
Use These Audio CDs to Increase Understanding and Awareness Across Your Organization
The organizations who've benefited the most from Firing on All Cylinders have applied the book's frameworks and approaches consistently throughout all management levels and frontline teams. These audio CDs were designed to build on and reinforce this highly successful implementation strategy by:
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Table of Contents
by Jack Zenger, former Chairman and CEO, Zenger-Miller