Products
"Keep your Customers" - a practical guide to complaint handling
This book will help you to avoid the five most unsuccessful complaint handling strategies around.
Instead, get the feedback you need from your customers to keep improving your service, their loyalty and your success.
Available as an e-book and in paperback from 1 August 2006.
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A Buyers' Guide To Business Coaching
Whether you are a business leader, an HR professional, a procurement specialist, or a business coach, this guide provides insights and clarity that help you navigate in the foggy world of business coaching.
Reading this book, you will learn when to use coaching in your business who to provide to coaching for how to find the right coach at the right price, how to manage the coaching process to deliver business value, when to stop using a coach, how to get extra value from your community of coaches, how to utilise coaching as a strategic business intervention and where to find tools and resources to implement this in your business.
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Testimonials
“This highly useful book provides a step by step guide to choosing and hiring coaches, highlighting best practice and pitfalls and exploding a few myths along the way. Supported by a variety of very pertinent case histories, the text is easy to follow, clear and practical. A valuable addition to the HR executive s library, the book will also prove helpful information to coaches wishing to increase their activities in the corporate sector.”
Carol Wilson, MD Performance Coach Training Ltd, Head of Accreditation Association for Coaching
"An invaluable and timely guide for all business people who need to get to grips quickly with how coaching builds high performance in your organisation"
Howard Nelson, Transformation Executive, IBM Corporation
"It is excellent to find a practical book that actually sees the importance of the business context in providing value from coaching and not a simple focus on the individual.”
Mike Conway, VP Resourcing and Development at Royal Dutch Shell
"A pragmatic book that shows that coaching needn’ t be fluffy but can be both measured and transformational"
Sean Weafer, Founder member and Honorary Vice President of the Association for Coaching , London.
"In a frantic world where coaching is growing exponentially this is a very timely guide to help busy people get to grips with what they need to know to achieve value from coaching.”
Ian Hunter, Founding Partner of Orion Partners, and author of The Seven Steps of Executive Coaching .