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One A Day…For Customers (January) Author: Phil Dourado Phil Dourado: Well, I wrote this book, so this is unlikely to be an impartial review. I’ll keep it factual: Over seven years as www.ecsw.com’s content editor I have built up a veritable library of leading edge tips, hints, ideas and simple practices for managers and customer-facing staff to use to improve how you deal with customers. So, I have started gathering them together into a series of 12 work books – one a month. This is January’s, featuring 31 practical tips to make your customers happier. If you want your frontline people to practise continuous improvement – taking the initiative to improve your customer service one day at a time – then that’s the role this book is designed to fill. It’s self-directed customer service training – a few minutes a day, with ‘action note’ pages to fill in to help your people put the tips into practice. you can find out more or order a copy on this link (you'll have to copy and paste it into your browser): http://www.lulu.com/content/609704 buy UK(£)buy US($)
3. The Paradox of Choice: Why More is less Author: Barry Schwartz Phil Dourado writes: If your product expansion strategy is based on horizontal extension - increasing the choice offered to consumers - you need to be aware of this paradox, as you do if you're a politician trying to push further choice into areas of our lives such as the health service and schools. buy UK(£)buy US($)
5. The Dance of Change Author: Senge et al Phil Dourado: With The Fifth Discipline, Peter Senge created a worldwide movement as thousands of organizations took up the challenge of trying to create the learning organization. buy UK(£)buy US($)
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