Organization Design: A Practical Methodology and Toolkit - Softcover

Recardo, Ronald J.

Softcover

ISBN 10: 1599961520 ISBN 13: 9781599961521

Publisher: H R D Press, 2015

Synopsis

Leaders often struggle when faced with the challenge of restructuring or rightsizing their organizations or redesigning reporting relationships. Don’t make the mistakes many make when they fail to do appropriate due diligence by addressing the symptoms of the perceived business problem rather than the root causes. Check out this practical and informative book first. As the title suggests, it is a real-world guide to organization design. It is written by a global corporate executive and management consultant with 25 years of experience advising senior executives on strategic change. And it is a rich resource of insight and hands-on templates and tools designed to ensure you succeed at one of the toughest jobs a leader will face. Organization Design is organized into two sections. Section I presents a primer for executives on organization design. Section II introduces organization design methodology.

About this title

Synopsis

Faced with the challenge of developing effective customer service training? Not sure where to start? Whether you are a novice at the customer service game or an experienced facilitator, this book will make the development process fun and a whole lot easier. "How to Get Customers Swearing by You, Not at You" is an invaluable source of customer service material, tips and ideas all geared toward keeping the customers you worked so hard to get. This book is highly readable, the suggestions are easily adapted and the information is serious, yet presented in a lighthearted manner.Step by step, the 'Telephone Doctor' walks you through the process of creating a formal customer service training program: Analysis - Find out what your customers like and don't like; Design - Decide what topics you'll teach your employees so they know what they need to do to provide the service customers want; Delivery - Determine the best way to convey the information; and, Evaluation - Be sure what you teach them works.

Topics include barriers to training, management involvement, content, budgets and costs, icebreakers, workbooks, role playing, lecturing, questions, problem attendees, classroom evaluations, testing and more.Throughout the book, the author offers short commentaries on aspects of training and customer service that will help you look at the subject in a fresh, new light. "How to Get Customers Swearing by You, Not at You" covers a lot of ground. But it is all common sense and will empower you to create your own customer service training program and make it as basic or elaborate as you wish.

Edition details

• Publisher: H R D Press
• Publication date: 2015
• Language: English
• ISBN 10: 1599961520
• ISBN 13: 9781599961521
• Binding: Paperback
• Number of pages: 144