PeopleShock

Sample

Joseph A. Michelli

Discover the secrets of world-class leadership!When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:Understanding the ever-evolving needs of customersEmpowering employees by treating them with the utmost respectAnticipating customers' unexpressed needs and concernsDeveloping and conducting an unsurpassed training regimenSharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

Sample

Frank Cooper

Positive Service Gets Positive Results— Every Time!Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today's hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-you activists—and send your business spiraling.The Customer Signs Your Paycheck reveals the secret to ensuring customer contentment during every interaction. Inside, Frank Cooper examines the elements at the heart of quality customer service, which begin with selfawareness and confidence. You'll learn: The 10 commandments for customer relations Eight habits to help you get ahead The easiest way to handle customer complaints A simple method for remembering namesYou'll immediately take note of dramatic changes in the way you deal with difficult personalities, customer complaints, and other challenges that come with the territory.Why drive customers to the competition? It really is easy to provide superb service, even when dealing with today's highly empowered and demanding customer.

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Lynn G. Beck, Joseph Murphy

"In Ethics in Educational Leadership Programs, Lynn Beck and Joseph Murphy examine the educational administration programs of 42 universities regarding their policies on ethical concerns for administrators." "The authors open with a discussion of the different philosophies of moral leadership, followed by a historical overview of research and of the ebb and flow of past interest in ethics in administration. Beck and Murphy then select 13 of the 42 universities and present an in-depth evaluation of their survey findings, describing and comparing the goals and objectives, themes, activities, and philosophies of the courses taught." "Ethics in Educational Leadership Programs is a unique book that argues resolutely for inquiry and for the acceptance of scientific approaches to the study of ethical issues in educational administration."--BOOK JACKET.

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Terrence E. Deal, Kent D. Peterson

Explores the importance of school culture and the symbolic roles of leaders in shaping cultural patterns and practices in school communities; and presents numerous examples that demonstrate how culture influences school functioning.