Even Monkeys Fall From Trees (Paperback)

~ Doug Lipp (Author)
Key Phrases: customer knowledge, empathetic listening, outstanding customer service, Know Comments, Disagree Neutral Agree Don't, Big Three (more...)

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

Product Description

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!

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Product Details

• Paperback: 179 pages
• Publisher: Hickethier Publishing International; 3rd ptg edition (March 23, 2001)
• ISBN-10: 0970764804
• ISBN-13: 978-0970764805
• Product Dimensions: 8.4 x 5.5 x 0.6 inches
• Shipping Weight: 11.2 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon.com Sales Rank: #933,214 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars If you think you know all about customer service, read this book., March 23, 2006

By	Peter Marks "Peter Marks" (Philadelphia, PA USA) - See all my reviews (REAL NAME)

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.