Customer Service Delivery: Research and Best Practices

Interesting book on Customer Service Delivery:

Part One: What Is Customer Service?

1. Customer Service from the Customer’s Perspective (Stephanie D. Kendall).

2. Organizing for Customer Service (Robert J. Vance).

3. Using Employee and Customer Perspectives to Improve Organizational Performance (Scott M. Brooks, Jack W. Wiley, Emily L. Hause).

4. Brands, Expectations, and Experience (Clifton Lemon).

Part Two: Employees and Customer Service.

5. Customer Service Quality: Selecting Valued Performers (Jerard F. Kehoe, David N. Dickter).

6. Staffing and Selection Strategies for Service Quality (Deborah L. Whetzel, Michael A. McDaniel).

Part Three: Organizational Change Management for Service Quality.

7. Service Encounter Dynamics: Strategies and Tips for Better Customer Service (Diane Catanzaro, Eduardo Salas).

8. “This Call May Be Monitored”: Performance Management for Service Quality (Seymour Adler, Miriam T. Nelson).

9. What We Need to Know to Develop Strategies and Tactics to Improve Service Delivery (Lawrence Fogli).

http://as.wiley.com/WileyCDA/WileyTitle/productCd-0787976202,descCd-tableOfContents.html

Intuition

Intuition is about knowing something without knowing how you know it? It's a "Gut feeling" about something. It’s a pathway to listen to your inner voice.

The next time when you have intuition of doing something, trust that intuition and see what happens next? Remember intuition is your inner voice.

Meaning of Life....

The meaning of life is not to be discovered only after death in some hidden, mysterious realm; on the contrary, it can be found by eating the succulent fruit of the Tree of Life and by living in the here and now as fully and creatively as we can......I have good hope that there is something after death.

The Powerline

One of the keys to happiness is for each individual to develop his or her own talents and skills.

Every person has some talent or skill that was meant to be developed for a specific purpose. Currently there are over 6 billion people in the world and every person has some type of talent or skill. When we develop the talent and skill that we have, we are empowered to connect with society in a meaningful and purposeful way. Living life in a meaningful and purposeful way, through the development of our natural talents and skills, is one of the keys to true happiness.

Directions'07 (Celebrating Success)

Last week (14th & 15th Sep'06) saw the entire HCL huddling together once again to celebrate the achievements of the last year and the plans for the road ahead under the platform of DIRECTIONS'07.

This forum attended by thousand of Managers across the HCL fold, saw each line of Business presenting its report card to the employees and sharing its Vision for the coming year. The event took stock of the transformational journey in 4 critical areas - employee experience, customer experience, operating excellence, and business differentiators, along with sharing the Vision 2010.

Improve Your Score

Have you ever been asked how many outdoor activities you had the pleasure of personally experiencing? Well, if I was to ask you right now, what would your answer be? If you were still a kid you would begin by describing each one of them and you would probably try to classify them according to the different categories you would have in mind, like group or individual outdoor activities, sports or leisure time joys, etc. Contemporary individuals, rarely state their favorite outdoor activities and very frequently human resource professionals discover that the "Interests" section in personal resumes is excluded or is rather confined.

This usually happens because many working individuals consider it to be rather unprofessional for someone to participate in a variety of outdoor activities! Don't frown, you know what I mean. Having time to do a variety of non-work-related activities is a sign that you have a lot of free time! That consequently means that either you do not take your current job seriously-which might seem extremely negative for a prospective employer-or that you do not sleep enough to maintain or even improve your energy and efficiency levels and be able to perform your daily duties. This, in my opinion, is ridiculous!

Impossible is nothing

Some people listen to themselves, rather than listen to what other people says.
These people don’t come along very often, but when they do, they remind us that once you set out on a path, even though critics may doubt you, it’s ok to believe.
There is NO Can’t, Won’t, or Impossible.
They remind us, that it is ok to believe.

Impossible is just, a small word thrown around by small men,
who finds it easier to live in the world they’ve been given,
than to explore the power they have to change it.

Impossible is not a fact. It’s an opinion.
Impossible is not a declaration. It’s a dare.
Impossible is potential.
Impossible is temporary.

Impossible is, nothing.

Writer: UNKNOWN

In Remembrance - STEVE IRWINE

World mourns the tragic and sudden loss of Steve Irwin, Animal Planet's Crocodile Hunter. Steve was beloved by millions of fans and animal lovers worldwide and was a true friend to all of us at Discovery. His family and friends are in our thoughts and prayers.

Read more:
http://animal.discovery.com/fansites/crochunter/steve/steve.html