The Mastery of Customer Service in Careers highlights the experiences of three high school buddies who reached the pinnacle of their careers in service.
The three men–a general, a medical doctor who founded a successful chain of wellness clinics, and a professor who serves as director of a global hotel business– recount the career challenges they faced and their pathways to success. Along with a highly accomplished daughter of one of the men, they provide insights to two young adults looking to embark on careers grounded on customer satisfaction.
This book is exceptionally valuable to executives worldwide who wish to elevate their performance in customer service. Using an easy to read, relatable and engaging story as a backdrop, the book underscores the essential elements of service excellence. Each chapter includes an academically grounded and practice-oriented discussion that provides readers with the foundation for providing unparalleled and impactful service within an organization and in our society.
عن المؤلف
Diane Crutcher is Vice President of Programs for the National Customer Service Association. Ms. Crutcher has significant experience in leading teams and projects, human resource development and in continuous quality improvement process design and implementation. Her extremely high skill sets in the area of human dynamics allow her to guide and direct individuals and groups in the provision of Service Excellence. Ms. Crutcher is well-regarded for her ability to work with individuals and groups in effective problem solving. She holds a large number of business certifications including Certified Continuous Quality Improvement facilitator, “LEAN” Process facilitator, Certified Teams Assessor, “7 Habits of Highly Effective People” Master Facilitator, Diversity trainer, a Work Complexity Analyst, Certified Leading Empowered Organizations facilitator and a Certified Principle-Centered Leadership facilitator. Ms. Crutcher is highly recognized for her ability to “lead the way forward” for individuals and groups – even in the most challenging of circumstances. She has been an adult educator for over 20 years and holds a Bachelor’s Degree in Psychology and a Master’s Degree in Education both from Illinois State University. Her career has been in leadership positions in finance and a national not-for-profit organization as well as serving as a Human Resources Director in the healthcare arena.
المزيد من الكتب الإلكترونية من نفس المؤلف (المؤلفين) / محرر
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