Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.

The Oxford Handbook of Human Motivation, Second Edition contains contributions by the top psychologists and researchers within the field of motivation, covering the most influential theories, the cognitive, emotional and biological underpinnings of motivation, and applications to schools, organizations, health care, sport, psychotherapy, and relationships. These 28 chapters thus span the science of human motivation and offer an invaluable resource for both researchers and practitioners, as well as any student of human nature.

This volume presents new essays investigating a difficult theoretical and practical problem: how do we find a place for individual responsibility in a theory of distributive justice? Does what we choose affect what we deserve? Would making justice sensitive to responsibility give people what they deserve? Would it advance or hinder equality?

""To Be Determined" is relevant in penetrating the reasons for the monumental problems of failed relations and the corresponding frustration, disappointment, and confusion related to these failed relationships.--Ken Raymond, U.S. and international corporate schools facilitator. (Practical Life)

We know the radical difference the gospel of Jesus Christ makes, and we want others to know of it. So often, though, we feel that we are inadequate to the task. The Bible studies, exercises and readings in Daniel Meyer's new book will deepen your faith and equip you to minister to others with a new sense of confidence and calling.

Welfare reform, which required that poor mothers work in return for assistance, was a watershed in the struggle against poverty in America. As work levels rose dramatically among low-income women, the welfare rolls were cut in half and many families escaped poverty. But men's employment is also crucial to uplifting families. Programs designed to promote work among poor men are currently underdeveloped and little understood by policymakers. Expanding Work Programs for Poor Men sets out a strategy for raising work levels among poor men. It makes the case that poor fathers, like welfare mothers, need ôboth help and hassle.ö That is, they need better benefits, but they must also be expected-and required-to help themselves.

This book presents strategies for developing countries to shift demand for manufactured imports into a tool for technology transfer, enhancing absorption capacity and development. Also shows how national procurement policy can assist technological development.

Free expression is under threat. Social media and "fake news," misinformation, and disinformation have prompted governments to propose new forms of regulation that are deeply challenging to free expression. Hate speech, far-right populism, campus speech debates, and censorship consistently make headlines in Canada and abroad. Dilemmas of Free Expression offers forward-looking appraisals of ways to confront challenging moral issues, policy problems, and controversies that pay heed to the fundamental right to free expression. The essays in this volume offer timely analyses of the law, policy, and philosophical challenges, and social repercussions to our understanding of expressive freedom in relation to government obligations and public discourse. Free expression and its limits are multifaceted, deeply complex, inherently values-based, and central to the ability of a society to function. Dilemmas of Free Expression addresses the challenges of limiting free expression across a host of issues through an analyses by leading and emerging voices in a number of disciplines, including political science, law, philosophy, and Indigenous studies.

In his inspiring new book, You Don’t Need a Title to Be a Leader, Mark Sanborn, the author of the national bestseller The Fred Factor, shows how each of us can be a leader in our daily lives and make a positive difference, whatever our title or position. Through the stories of a number of unsung heroes, Sanborn reveals the keys each one of us can use to improve our organizations and enhance our careers. Genuine leadership – leadership with a “little l”, as he puts it, is not conferred by a title, or limited to the executive suite. Rather, it is shown through our everyday actions and the way we influence the lives of those around us. Among the qualities that genuine leaders share: • Acting with purpose rather than getting bogged down by mindless activity • Caring about and listening to others • Looking for ways to encourage the contributions and development of others rather than focusing solely on personal achievements • Creating a legacy of accomplishment and contribution in everything they do As readers across the country discovered in The Fred Factor, Mark Sanborn has an unparalleled ability to explain fundamental business and leadership truths through simple stories and anecdotes. You Don’t Need a Title to Be a Leader offers an inspiring message to anyone who wants to take control of their life and make a positive difference.