Books about Delivering from Amazon.com

In a clear, cohesive format, Delivering Health Care in America provides a comprehensive overview of the basic structures and operations of the US health system from its historical origins and resources, to its individual services, cost, and quality. Using a unique systems approach, it brings together an extraordinary breadth of information into a highly accessible, easy-to-read text that clarifies the complexities of health care organization and finance, while presenting a solid overview of how the various components fit together..
Price: $68.95 [Notify me when price goes down.]

Discover how today's corporations are benefiting from accelerated learning to speed training time, improve results, and reduce costs.

Accelerated learning is the use of music, color, emotion, play, and creativity to involve the whole student and enliven the learning experience. The Accelerated Learning Handbook is the first definitive book to explain state-of-the-art accelerated learning techniques to trainers and teachers, and features 40 techniques designed to save money while producing far better results.

Leading expert Dave Meier provides an overview of the background and underlying principles of accelerated learning, and reviews the latest supporting research results. Training professionals will look to The Accelerated Learning Handbook to:

• Improve the long-term value of training
• Cut course development time by half
• Discover tips for music- and computer-based learning

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Price: $17.03 [Notify me when price goes down.]

Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the bestselling tradition of Delivering Knock Your Socks Off Service, the authors' "pep talk" includes concrete tips on how to: sympathize with the customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!.
Price: $7.25 [Notify me when price goes down.]

Today’s customers are smarter and more demanding -- and with so many choices available, repeat business is at greater risk than ever before. The fourth edition of this customer service bestseller still delivers the proven Knock Your Socks Off formula, and has been updated with all new techniques that will help anyone successfully work with even the most difficult customers. Featuring brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush, this indispensable guide shows readers how to create a true and lasting "Service Advantage." Written in the same accessible and humorous style that made this book a classic, the new edition provides tips and strategies to help readers:

* meet customers’ expectations and satisfy their needs
* become easy to do business with
* determine the right times to bend or break the rules
* become fantastic fixers and powerful problem-solvers
* cope effectively with "customers from hell."

Extensively updated and expanded, the best-selling front-line customer service book ever published is now even better..
Price: $9.62 [Notify me when price goes down.]

Strategies for binding customers to an organization--by determining the information they want and giving it to them

In 1993, Don Schultz showed marketers how to coordinate their organizations' entire communications programs with the seminalIntegrated Marketing Communications. InIMC--The Next Generation, Schultz offers a refined and updated approach to the IMC model, one that goes beyond the messages an organization chooses to send to encompass the information that the customer wishes to receive or have access to.

IMC--The Next Generation shows marketers how to build sustainable competitive advantage and ROI by combining and coordinating all methods through which buyers and sellers come together. Numerous cases and real-world examples reveal how to use today’s IMC model to:

• Integrate internal and external communications programs
• Influence customers at every contact point
• Build long-term brand relationships

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Price: $21.38 [Notify me when price goes down.]

The Celebrity Experience combines the best practices of the business world with those of the celebrity world to create a practical and proactive guide for anyone who wants to bring their business’s internal and external customer service to the level of star treatment. Based on the unique ways celebrities are treated, the book shares techniques you can use to treat your customers to a red-carpet experience, guaranteeing repeat business and stellar word of mouth..
Price: $13.62 [Notify me when price goes down.]

An Actionable Framework for Elevating the CIO's Strategic Role

Two converging factors-the ubiquitous presence of technology in organizations and the recent technology downturn-have brought Chief Information Officers (CIOs) to a critical breaking point. They can seize the moment to leverage their expertise into a larger and more strategic role than ever before, or they can allow themselves to be relegated to the sideline function of "chief technology mechanic."

Drawing from exclusive research conducted by Gartner, Inc., with thousands of companies and CIOs, Marianne Broadbent and Ellen Kitzis reveal exactly what CIOs must do now to solidify their credibility with the executive team and bridge the chasm that currently separates business and IT strategy. The New CIO Leader outlines the agenda CIOs need to integrate business and IT assets in a way that moves corporate strategy forward- whether a firm is floundering, successfully competing, or leading its industry.

Mandatory reading for CIOs in every firm, The New CIO Leader spells out how information systems can deliver results that matter-and how CIOs can become the enterprise leaders they should be..
Price: $11.54 [Notify me when price goes down.]

Originally available only to Associated Press members, this is the definitive guide to writing and delivering the news on radio, television, and other broadcast media. While the focus throughout is on the art of finding, researching, writing, editing, producing, and delivering authoritative, accurate, and exciting news stories, it also provides a wealth of information on key technical aspects involved, such as how to handle a microphone and how many tape recorders to carry in the field. An indispensable resource for students and experienced broadcast journalists alike, this Handbook also includes a comprehensive, quick-reference style guide covering the established norms and practices in punctuation, tone, diction, use of foreign terms, references, and much more..
Price: $14.87 [Notify me when price goes down.]