Frequently Bought Together
Editorial Reviews
Review
"The Seven Absolutes" exercises are useful training tools for my organization. The material is innovative and creative, yet practical. -- Donna Hatcher, Customer Service Manager, NEC Electronics
A refreshing message and holistic approach to service. Doug invites us care for ourselves so we can delight our customers. -- Jeanette Haas, RSM, Sr. Vice President, Mercy Health Systems ,
Doug's unique philosophy toward service is timeless, applicable to all industries, a refreshing change from the usual. -- Eric Frasier, Vice President, Conseco Fund Group
A refreshing message and holistic approach to service. Doug invites us care for ourselves so we can delight our customers. -- Jeanette Haas, RSM, Sr. Vice President, Mercy Health Systems ,
Doug's unique philosophy toward service is timeless, applicable to all industries, a refreshing change from the usual. -- Eric Frasier, Vice President, Conseco Fund Group
From the Author
"Even Monkeys Fall From Trees" is an old Japanese proverb I particularly like. It means that regardless of how capable or skilled anyone is, sooner or later, we all lose our balance and make mistakes. We know monkeys don't fall from trees, but everyone has seen remarkably capable people and successful companies make mistakes – in other words, fall from their trees. Consider when you, your team or company has "fallen from the tree". Were you willing to own up to your own responsibility for making the mistake or not? If so, pat yourself on the back for taking a key step in remedying in the problem. Unfortunately, some companies and individuals refuse to take responsibility for their failings, preferring to blame the customer or market for their decline in profits or market share. But that’s like blaming the weak branch on the tree for a fall.
Monkeys takes the concept of learning from our successes and mistakes – the concept of keeping your balance on the tree -- and applies it to customer service. And, references to customers include not only your external customers, who buy your goods or services, but your internal customers as well, including your co-workers, managers, and subordinates. So, Monkeys addresses the topics of leadership and teamwork, as well.
Whether you are an executive heading up a company or a front-line employee, reading the book and doing the exercises will help you assess your current approach, so you can identify areas of strength and areas for improvement.
Product Details
Would you like to update product info or give feedback on images?
|
Customer Reviews
|
Share your thoughts with other customers:
|
||||||||||||||||||||||
|
Most Helpful Customer Reviews
5.0 out of 5 stars
If you think you know all about customer service, read this book.,
By
This review is from: Even Monkeys Fall From Trees (Paperback)
This is a fantastic book to help you gain another perspective on hospitality. Doug Lipp is writing in such a nice manner, this book is the prefect gift for anyone in the Hospitality field. It will make their day. I surely made my day.
Share your thoughts with other customers: Create your own review
|
|
Inside This Book
(learn more)
Key Phrases - Statistically Improbable Phrases (SIPs):
(learn more)
customer knowledge, empathetic listening, outstanding customer service Key Phrases - Capitalized Phrases (CAPs): (learn more)
Know Comments, Disagree Neutral Agree Don't, Big Three, Total Score, Effective Strategy, Service Knowledge Working Environment Working Conditions, Cast Member, Walt Disney, Cultural Quality Performance, Actions Training, Customer Support, Effectiveness Art, Questionnaire Results Group, Appreciation Training, Policy Quantity Performance, Efficiency Science Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
customer knowledge, empathetic listening, outstanding customer service Key Phrases - Capitalized Phrases (CAPs): (learn more)
Know Comments, Disagree Neutral Agree Don't, Big Three, Total Score, Effective Strategy, Service Knowledge Working Environment Working Conditions, Cast Member, Walt Disney, Cultural Quality Performance, Actions Training, Customer Support, Effectiveness Art, Questionnaire Results Group, Appreciation Training, Policy Quantity Performance, Efficiency Science Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
What Other Items Do Customers Buy After Viewing This Item?
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items. |
Sell a Digital Version of This Book in the Kindle Store
If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store.
Learn more
