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Author: Ron Willingham Publisher: Simon and Schuster ISBN: 0743281756 Category : Business & Economics Languages : en Pages : 292
Book Description
Every company today recognizes the importance of good customer service and putting the customer first. Why, then, do service people so often treat us as though we're supposed to serve them, rather than the opposite? How often do we feel neglected, frustrated, or just plain unhappy -- wondering what happened to basic civility and common courtesy? Why do things seem to be getting worse rather than better? And how can businesses train employees to offer customers the courtesy and attention they are entitled to? Ron Willingham, whose seminars and training sessions have helped big companies around the world change their employees' behavior, offers a new and subtler way of looking at customer service. Instead of the traditional "paint an artificial smile on your face" approach, Integrity Service brings the whole person into the service experience, showing that good customer relationships grow from employees' beliefs about who they are and what's possible for them to achieve, what career rewards they deserve, and what value they can give customers. Integrity Service presents fundamental principles that lead to individual success and gives readers specific action guidelines for on and off the job. Willingham's documented success through his seminars and programs ensures that the hands-on help in this book will bring employees and managers to a new understanding of the nature of service. In a world of automated phone systems and constantly frustrated customers, Ron Willingham provides a proven program that empowers employees to provide the superior service that people really want and deserve.
Author: Ron Willingham Publisher: Simon and Schuster ISBN: 0743281756 Category : Business & Economics Languages : en Pages : 292
Book Description
Every company today recognizes the importance of good customer service and putting the customer first. Why, then, do service people so often treat us as though we're supposed to serve them, rather than the opposite? How often do we feel neglected, frustrated, or just plain unhappy -- wondering what happened to basic civility and common courtesy? Why do things seem to be getting worse rather than better? And how can businesses train employees to offer customers the courtesy and attention they are entitled to? Ron Willingham, whose seminars and training sessions have helped big companies around the world change their employees' behavior, offers a new and subtler way of looking at customer service. Instead of the traditional "paint an artificial smile on your face" approach, Integrity Service brings the whole person into the service experience, showing that good customer relationships grow from employees' beliefs about who they are and what's possible for them to achieve, what career rewards they deserve, and what value they can give customers. Integrity Service presents fundamental principles that lead to individual success and gives readers specific action guidelines for on and off the job. Willingham's documented success through his seminars and programs ensures that the hands-on help in this book will bring employees and managers to a new understanding of the nature of service. In a world of automated phone systems and constantly frustrated customers, Ron Willingham provides a proven program that empowers employees to provide the superior service that people really want and deserve.
Author: Ron Willingham Publisher: Currency ISBN: 0385509561 Category : Business & Economics Languages : en Pages : 239
Book Description
“I have observed several hundred salespeople who were taught to use deceptive practices like ‘bait and switch’ and encouraged to play negotiation games with customers... In the same industry, I have observed countless people who had been taught to sell with high integrity. Ironically, their customer satisfaction, profit margins, and salesperson retention were significantly higher.” — Ron Willingham If you’ve tried manipulative, self-focused selling techniques that demean you and your customer, if you’ve ever wondered if selling could be more than just talking people into buying, then Integrity Selling for the 21st Century is the book for you. Its concept is simple: Only by getting to know your customers and their needs — and believing that you can meet those needs — will you enjoy relationships with customers built on trust. And only then, when you bring more value to your customers than you receive in payment, will you begin to reap the rewards of high sales. Since the publication of Ron Willingham’s enormously successful first book, Integrity Selling, his sales program has been adopted by dozens of Fortune 500 companies, such as Johnson & Johnson and IBM, as well as the American Red Cross and the New York Times. In his new book, Integrity Selling for the 21st Century, Willingham explains how his selling system relates to today’s business climate — when the need for integrity is greater than ever before. Integrity Selling for the 21st Century teaches a process of self-evaluation to help you become a stellar salesperson in any business climate. Once you’ve established your own goals and personality traits, you’ll be able to evaluate them in your customers and adapt your styles to create a more trusting, productive relationship. Drawing upon Willingham’s years of experience and success stories from sales forces of the more than 2,000 companies that have adopted the Integrity Selling system, Ron Willingham has created a blueprint for achieving success in sales while staying true to your values.
Author: Niall Richard Murphy Publisher: "O'Reilly Media, Inc." ISBN: 1491951176 Category : Languages : en Pages : 552
Book Description
The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use
Author: AICPA Publisher: John Wiley & Sons ISBN: 1945498617 Category : Business & Economics Languages : en Pages : 573
Book Description
Updated as of January 1, 2018, this guide includes relevant guidance contained in applicable standards and other technical sources. It explains the relationship between a service organization and its user entities, provides examples of service organizations, describes the description criteria to be used to prepare the description of the service organization’s system, identifies the trust services criteria as the criteria to be used to evaluate the design and operating effectiveness of controls, explains the difference between a type 1 and type 2 SOC 2 report, and provides illustrative reports for CPAs engaged to examine and report on system and organization controls at a service organization. It also describes the matters to be considered and procedures to be performed by the service auditor in planning, performing, and reporting on SOC 2 and SOC 3 engagements. New to this edition are: Updated for SSAE No. 18 (clarified attestation standards), this guide has been fully conformed to reflect lessons learned in practice Contains insight from expert authors on the SOC 2 working group composed of CPAs who perform SOC 2 and SOC 3 engagements Includes illustrative report paragraphs describing the matter that gave rise to the report modification for a large variety of situations Includes a new appendix for performing and reporting on a SOC 2 examination in accordance with International Standards on Assurance Engagements (ISAEs) or in accordance with both the AICPA’s attestation standards and the ISAEs
Author: Weidong Kou Publisher: Springer Science & Business Media ISBN: 1461561531 Category : Computers Languages : en Pages : 213
Book Description
Security is the science and technology of secure communications and resource protection from security violation such as unauthorized access and modification. Putting proper security in place gives us many advantages. It lets us exchange confidential information and keep it confidential. We can be sure that a piece of information received has not been changed. Nobody can deny sending or receiving a piece of information. We can control which piece of information can be accessed, and by whom. We can know when a piece of information was accessed, and by whom. Networks and databases are guarded against unauthorized access. We have seen the rapid development of the Internet and also increasing security requirements in information networks, databases, systems, and other information resources. This comprehensive book responds to increasing security needs in the marketplace, and covers networking security and standards. There are three types of readers who are interested in security: non-technical readers, general technical readers who do not implement security, and technical readers who actually implement security. This book serves all three by providing a comprehensive explanation of fundamental issues of networking security, concept and principle of security standards, and a description of some emerging security technologies. The approach is to answer the following questions: 1. What are common security problems and how can we address them? 2. What are the algorithms, standards, and technologies that can solve common security problems? 3.
Author: DIANE Publishing Company Publisher: DIANE Publishing ISBN: 9780788126703 Category : Business & Economics Languages : en Pages : 86
Book Description
A review of computer security practices for automated information systems currently in development in the Federal Government in 1988. Charts and tables.
Author: Ron Willingham Publisher: Simon and Schuster ISBN: 0743293835 Category : Business & Economics Languages : en Pages : 329
Book Description
Selling is 85% emotional and 15% logical. Forget everything you've been taught about selling -- forget the hardsell, forget negotiation strategies, forget those closing techniques. In The Inner Game of Selling, Ron Willingham debunks the familiar myths about "sales skills," showing that those tired methods are too shallow and manipulative to do anything but alienate potential customers and drain you of energy and dignity. Today's consumers are wise to the old-fashioned gimmicks, extremely informed about their options, and very particular about what they want. The old tricks simply do not work anymore. Willingham, author of Integrity Service and CEO of Integrity Systems, opens your eyes to a whole new truth about selling: Your ability to sell is more a question of who you are than of what you know. Accordingly, why you sell is far more important than how you sell. Salespeople perform according to their inner beliefs about themselves, about what it is possible for them to sell and earn, and about what they deserve to achieve. These beliefs set the boundaries of their self-image and ultimately determine their success or failure. Willingham has synthesized his decades of experience, field-tested research, and a career-long dedication to ethical and passionate salesmanship to arrive at the groundbreaking insight that you will sell at your highest level only when you achieve emotional and spiritual alignment. Your sense of your own self-worth combined with a belief in your product will inspire that crucial ingredient in potential customers: trust. The Inner Game of Selling shows you how to overcome self-limiting beliefs and move on to a new relationship with your customers and, more important, a new relationship with yourself. Your new inner strengths will truly benefit you and your customers in any sales situation. Willingham is at the leading edge of a values shift in sales culture, from product-focus to personal empowerment. The Inner Game of Selling establishes a groundbreaking new paradigm that will utterly transform the philosophy and practice of selling.
Author: Máel Embser-Herbert Publisher: NYU Press ISBN: 1479820474 Category : Biography & Autobiography Languages : en Pages : 225
Book Description
"This book shares the experiences of transgender military personnel, past and present. While a growing body of research demonstrates that a ban on open service harms the US military and that trans service members make invaluable contributions, here we turn to the experiences of the service members themselves, hearing from them in their own words"--
Author: Ron Willingham
Author: Ron Willingham
Author: Ron Willingham
Author: Niall Richard Murphy
Author: AICPA
Author: Weidong Kou
Author: Rose T Dunn
Author: DIANE Publishing Company
Author: Ron Willingham
Author: United States. General Accounting Office
Author: Máel Embser-Herbert