Service Magic - The Art of Amazing Your Customers

Like stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice. Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new book, Service Magic, the authors use examples from diverse industries to reveal inventive-and fun-approaches to customer service. Using new models for creating customer delight, they share a conjurer's trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted, charmed, and wanting to come back for more. Readers will learn about the magic-building customer service strategies at play in industries such as:

• Hospitality-How Marriott, Ritz-Carlton Hotels, Hotel Monaco, Old Faithful Inn, Berns Steak House, and Radisson have performed service magic for retaining guests, especially during a downturn in the travel and leisure market.
• Financial services-How do USAA and American Express keep their customers happy when so many financial services companies are churning accounts faster than the Fed can drop interest rates?
• Health care-See how some of the biggest health care providers, including Mayo, Aurora Health, Children's Memorial Hospital of Chicago, Grace Presbyterian Village, and Wayzata Dental, have created caring, nurturing, and helpful environments for patients and families.
• Retail-Byerly's, SuperQuinn, Mary Jane's Farm, Macaroni Grill, Victoria's Secret, and Sewell Village Cadillac are vastly different retailers. Nevertheless, they share some common approaches to service and customer care.
• Entertainment-Universal Studios, Disney World Resorts, All Outdoor White Water Rafting, and the St. Paul Saints have all captured the hearts and souls of customers through the magic of service.

http://w15.easy-share.com/1903222556.html

Journalism - A Very Short Introduction

Almost everyone reads the newspaper, browses the Internet, listens to the radio or watches TV. Journalism has an indelible effect on our worldview--from the fight against global terrorism to the American presidential elections, celebrity scandal to the latest environmental coups. Hargreaves uses his unique position within the media to examine how we get this information and the many practical, political and professional decisions that the journalist has to make, as part of the process of delivering that information to us. Is journalism the 'first draft of history' or a dumbing-down of our culture and a glorification of the trivial and intrusive? In this intriguing book Ian Hargreaves argues that the core principles of 'freedom of the press' and the necessity of exposing the truth are as vital today as they ever were.

http://w13.easy-share.com/1903221535.html

Fundamentals of Telecommunications, 2nd Edition

The Second Edition of this critically-acclaimed text continues the standard of excellence set in the first edition by providing a thorough introduction to the fundamentals of telecommunication networks without bogging you down in complex technical jargon or math. Although focusing on the basics, the book has been thoroughly updated with the latest advances in the field, including a new chapter on metropolitan area networks (MANs) and new sections on Mobile Fi, ZigBee and ultrawideband. You’ll learn which choices are now available to an organization, how to evaluate them and how to develop strategies that achieve the best balance among cost, security and performance factors for voice, data, and image communication.

An Instructor's Manual presenting detailed solutions to all the problems in the book is available from the Wiley editorial department.

http://w13.easy-share.com/1903221453.html