Management, Customer Relations 

Outstanding customer service is a balance of technical expertise and interpersonal skills. Balance…a simple concept, yet something that is missing in the customer service and leadership approaches used in many organizations today. Join Doug, the former head of training at Disney University, on a journey to assess your service and leadership approach. Blend some "back stage" secrets of Disney with a dose of Eastern philosophy, then mix in a number of strategies than can be immediately applied in the workplace and you have the essence of Monkeys. This book is designed to be a practical tool to help you analyze the service and products you or your organization provide from the standpoint of being in balance. How well are you attending to both the "art" and "science" needs of your employees and customers? If not taking care of both, you are losing valuable customers and employees. Eleven exercises, that have been adopted by world-class organizations, are included to help you determine: ·Your individual and organizational strengths ·Where you need to make improvements ·Specific action steps to maximize your strengths and minimize your weaknesses. The result is a blueprint to attain and maintain your service and leadership balance! - from Amzon