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Winning at Service  : Lessons from Service Leaders

Winning at Service : Lessons from Service Leaders

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Описание
Book DescriptionThis book reveals the Secrets to Service Success by analyzing four service companies
that grew from small beginnings to the leaders in their industries. Interviews with the four CEOs who guided the companies to their success reveal the three basic principles they all share. The CEOs interviewed are Thomas Berglund of Securitas and J. Philip Sorensen of Group4Falck, the world's two largest security companies, Francis Mackay of Compass plc and Pierre Bellon of Sodexho Alliance, the world's two largest food service companies. Download Description"As service becomes a more and more important factor in customer choice, all executives with the ambition of a building world class company should read this book. ""This book identifies the critical common practices of highly successful, international service enterprises. These businesses are led by inspiring teachers, who connect employees to customers to the benefit of both, and who build business models that are internationally mobile, while locally contextually relevant a must read for students and practitioners alike who wish to understand the ingredients for successful growth of service business around the world."" Gary W. Loveman, CEO, Harrah's Entertainment Inc. ""Winning at Service is not just about food and security services. It is about how to succeed in the service industry, and shows how sharing the vision with employees and customers, sticking to it and empowering employees to act upon it are the key ingredients for success."" Rob Kuijpers, Former CEO, DHL International ""Gate Gourmet started on a journey similar to the four companies in Winning at Service, albeit on a smaller scale. Before we took off, we could sure have used the enduring lessons from this remarkable 'tour guide' in our own toolbox. But it is deeply reassuring to see that Gate Gourmet's key focus and basic beliefs are very much aligned with the winning strategies and values of the four service leaders in the book."" Henning Boysen, President and CEO, Gate Gourmet International "