Synopses & Reviews
Poisant reveals the secrets of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for in these pages.
Managers will relearn nearly everything they have been taught about the profession of management. Redefining the criteria of power and success, Poisant supplies a blueprint for survival in a competitive environment. Anyone charged with the management of others will find the approach valuable, as will students and scholars of management.
Review
Jim Poisant has written a fascinating book that explains how to put customers at the very center of the organizations that seek to serve them. As one of Jim's many satisfied customers, I recommend this book to anyone who wants to build an organization that puts customers first. It works!Mark Grady, Dean George Mason University School of Law
Review
I found the book to be a terrific combination of time honored management principles and innovative new ideas! Clearly it would be a valuable resource for students of management and new managers, an enjoyable refresher to the seasoned manager and a guidebook to anyone trying to improve the performance of even the most successful of service organizations. I have seen the valuable results that can be achieved from applying the ideas and practices.Bob Laurence, Chairman Emeritus The World Information Technology &Services Alliance (WITSA)
Review
This is not a book for people who want to learn about managers, rather it is a book for managers who need to understand people, and who will discover that corporate success ultimately depends on leaders who put a premium on better service to people.Jack Marsh, Attorney at Law Former Secretary of the United States Army
Review
At a time when there is overpowering emphasis on companies by Wall Street and investors, it is good to see that someone is still really focused on what counts in business and that is CUSTOMERS and EMPLOYEES. Poisant does an excellent job of putting that focus into perspective for the reader.Les Alberthal Retired Chairman and CEO, EDS
Review
From Disney to EDS to the Olympics, Jim's practical approach to achieving astonishing customer service is inspiring!William Marre, Co-Founder Covey Leadership Center
Synopsis
Poisant reveals the "secrets" of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for here.
Synopsis
Examines the "secrets" of superior customer service organizations.
About the Author
JIM POISANT is President/CEO of Poisant International, LLC, a management consulting firm specializing in senior level international congresses and summits that focus on Information Technology. He was the founding manager for the Walt Disney World Co.'s business seminar division. In addition, Poisant is Associate Visiting Professor at the School of Management at George Mason University and was the founding first manager of Business Seminars for the Walt Disney Co.
Table of Contents
Preface
Gaining Proper Perspective
Discovering the Secrets of the Magic Kingdom
Mission Critical
The Role of Managment
Why Organizational Structures Matter
The Heart and Soul of the Organization
Staffing: Non-Management Personnel
Selecting Management
Training, Culture and the Organization
Organizational Communications
The Untapped Power of Language
Time
The Customer's Experience
Reinforcing and Changing Culture
Applying the Principles
Managing in the "Information Age"