Serving Them Right: Innovative and Powerful Customer Retention Strategies

Serving Them Right examines the most persistent and longstanding barriers to quality and good customer service in American business. Liswood studies distinct tactics and techniques for improving service delivery and raising customer satisfaction levels. She outlines the nuts and bolts of service-delivery management and the ongoing commitment needed to sustain an effective program once it is in place. Laura Liswood provides practical advice to management at all levels of an organization to restore quality and service in American business. She discusses cutting-edge ideas such as the need for a chief service officer, a complete realignment of complaint-handling by top management, and a new set of service measurement standards. All copies of Serving them Right are signed by the author, Laura Liswood.

Serving them right: Innovative and powerful customer retention strategies

Business & Money

Laura A. Liswood

Economics

Longman Higher Education

In an unprecedented journey which took her into corridors of power around the world, Laura Liswood conducted one-on-one interviews with fifteen women presidents and prime ministers. Using this unique first person material gathered in 1996, Liswood analyzed the obstacles these politicians faced in attaining the highest office in their respective countries, examined whether once in power they were able to further the cause of women in their countries, and assessed the differences between male and female leaders. Now, Liswood revisits the subject in an updated edition, containing expanded information and new interviews. Never before has there been such a complete document of women as world leaders. Each politician has a riveting - and sometimes surprising - story of her own. Together, with all their cultural diversities, successes and failures, dramas and tragedies, the stories form a stunning collection and an excellent resource for rising women leaders.

Women World Leaders: Great Politicians Tell Their Stories

Politics & Social Sciences

Politics & Government

The Council Press

Here is a business fable that explains why organizations need to move beyond the old-style diversity efforts to actually benefit from difference.
In today's modern workplaces, with their many different types of people, cultural and personal differences can be challenges—whether you're a team member or a business leader.
Different cultures teach different values, and we carry those values throughout adulthood and into the office environment. Understanding the cultural and gender viewpoints of our colleagues is a major key to healthy, conflict-free work environments.
This fable takes its name from a Chinese children's parable about how "the loudest duck gets shot." It's a parable that contrasts with the American idiom "the squeaky wheel gets the grease." Comparing the two, it's clear that different cultures teach different views, and those views often translate into distinct ways of doing business. In today's global business world, understanding each other—where we come from and what we're taught—is more important than ever.
The Loudest Duck uses an entertaining story to share important lessons about why diversity efforts are bound to fail unless we really understand how we unconsciously respond to difference and how to move to beyond it.

Loudest Duck, The

Business Culture

BRILLIANCE AUDIO ^

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Books by Laura A. Liswood