Leadership

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Customer Escalations Management: The Golden Recipe by Nikolaos Zormpas

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Customer Escalations Management: The Golden Recipe by Nikolaos Zormpas

Are you ready for AMAZING Customer Service & Experience?
What about EXCEPTIONAL Service Delivery?
Do you want to see your customers returning back Again & Again?

If so, then this is the book for you!!!

No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they’re giving you a chance to make it up to them instead of just taking their business elsewhere. It’s also a chance to learn what areas in your business may be problematic and need fixing.

You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference.

In Customer Escalations Management: The Golden Recipe, you will discover:

◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers.
◆ How to handle customer complaints seamlessly to ensure no cases get dropped.
◆ Why customer escalations can actually be a boon to your company.
◆ How a company’s leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction.

And much, much more!

No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas’ Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention.

If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then grab your copy now.

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You’re A Leader Now What?: The proven path to high performance leadership by Mick Spiers

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You’re A Leader Now What?: The proven path to high performance leadership by Mick Spiers

Have you recently been appointed to your first leadership role or are you in a position mentoring developing leaders? Are you an aspiring exceptional millennial leader who wants to change the status quo and build a different future for other millennials?

In either case, this book is for you!

Your first leadership role is an exciting step, but can simultaneously be a daunting endeavour filled with anxiety. You have most likely excelled in your previous role, but quickly discover leadership is a whole new ball game!

Successful leadership is less about the knowledge and skills you have acquired in your specific domain, and much more about relating well with others, navigating complex interpersonal situations, and bringing out the best in your team.

In his ground-breaking new book, You’re A Leader, Now What?, Mick Spiers equips readers with practical leadership skills never taught in school and rarely developed in early careers. If you are looking to become a leader people naturally gravitate towards that inspires purpose-driven action in your teams, Spiers lays out a compelling blueprint to follow!

In this book, you will find:

• How to challenge the status quo of leadership;

• How to inspire people into action because they want to do it, not because they were told to;

• Ways to increase your emotional intelligence;

• How to draw the best out of people;

• Tips on becoming the leader of millennials;

• How to lead with purpose and meaning;

• Tips on practicing daily self-reflection

Being a leader is about inspiring people into action; it is not the same as being the boss or being a manager who tells people what to do

This book is designed for the next generation of leaders. The target audience are people that have been exceptional individual contributors and have recently transitioned into their very first leadership role. They have been successful and standouts in their chosen domain but have found the transition to leadership to be far more difficult than they ever expected. They soon discover that human beings are far more complex than they had ever considered.

Success in their chosen domain usually came from mastering knowledge and skills in that field. Success as a leader requires mastering how they interact with and relate to other people.

What is stopping you from reaching your career goals now and standing out from the crowd?

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SMART Objective Setting for Managers by Irial O'Farrell

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SMART Objective Setting for Managers by Irial O'Farrell

Looking to make sense of objective setting, strategic goals, employee development, team competency and SMART? Then SMART Objective Setting for Managers is the book for you.

Written by a manager for a manager, this book makes sense of the objective setting process and how it links to both job descriptions and business objectives. It also deconstructs the SMART framework and how to use it effectively with another person.

Along with all that, you’ll understand the different types of objectives, determining objective drivers, and get an insight into both the employee’s and the manager’s mindsets. To finish off, you’ll be guided through both the preparing for and conducting an objective setting meeting.

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The Manager’s Dilemma by Irial O'Farrell

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The Manager’s Dilemma by Irial O'Farrell

What would you do with an extra hour in your workday? Read The Manager’s Dilemma and find out.

Managers tend to excel at problem-solving. Team members tend to bring problems to their managers, for a variety of reasons. What happens when you bring a problem to an excellent problem-solver?

The Manager’s Dilemma – How to Empower Your Team’s Problem-Solving examines the dynamics that arise from team members bringing their issues and problems to their manager and how this undermines the team’s performance.

The book also explores the valid reasons for escalation, the problem-solving steps, identifying at what step an individual team member might be getting stuck and how to develop and coach team members from different starting points.

You’ll also examine your own problem-solving mindset, as a manager, and how to introduce the new approach. Based on the SMART framework and Manager-as-Coach, you’ll have a lot of A-HA moments while being supported to apply the framework to your own team.

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SMART Objective Setting for Managers by Irial O'Farrell

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SMART Objective Setting for Managers by Irial O'Farrell

Are you ready for goal-setting season?

We’re hurtling towards the end of the year, which means it’s planning for 2022. As part of that planning you, as a manager, need to start thinking about how your team members have been doing in 2021 and what they need to experience and develop in 2022. Looking forward to it?

If you answered a resounding “No”, then SMART Objective Setting for Managers is the book for you. Starting with contextualising objective setting within performance management, you’ll come away with a clear understanding of the different drivers and objective types, why the usual SMART theory isn’t fit for using with another person, and how to design behavioral objectives that really enhance performance.

Want to feel comfortable and confident in objective setting this year? Then pick up a copy of SMART Objective Setting for Managers today.

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The Manager’s Dilemma by Irial O'Farrell

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The Manager’s Dilemma by Irial O'Farrell

As a manager, do you find issues regularly landing on your desk? Issues that you know, in your heart of hearts, the team member does, or should, know how to sort out themselves? Is your own work regularly hijacked by team members interrupting you, to deal with their issue? Irritated? Frustrated? At the end of your tether?

If so, The Manager’s Dilemma – How to Empower Your Team’s Problem-Solving is the book for you. Understand the dilemma every manager faces. Discover the valid and invalid reasons for escalation. Explore the steps of problem-solving. Join Lisa, as she identifies the potential step each member of her team is getting stuck on. Follow Lisa, as she designs coaching options, to empower each team member. Consider your own problem-solving mindset. Plan how you’ll introduce the new approach.

Read this book and you’ll unlock your team’s potential and free yourself up and all of you will benefit.

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SMART Objective Setting for Managers: A Roadmap by Irial O’Farrell

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SMART Objective Setting for Managers: A Roadmap by Irial O'Farrell

Objective-Setting season is fast approaching. There’s a knot in the pit of your stomach. As time ticks closer to having to set objectives with your team, you can feel the knot pulsing, getting bigger. It has to be done but what’s the point?

Unfortunately, this is how many managers feel about objective-setting. Often due to lack of training or through their negative experiences with their own manager. It often feels like a box-ticking exercise. It doesn’t have to be this way. Actively developing each team member has huge benefits, of the individual, the team, their manager, the company and clients.

SMART Objective Setting for Managers has been written specifically for managers. It sets out the relationship between job description and objectives. It deconstructs the SMART framework. It then works through practical examples of how to design objectives that will really deliver the desired outcomes. It focuses on both target-driven “what” objectives alongside behavioural “how” objectives. It also takes some time to explore both the employee’s perspective and the manager’s mindset, in relation to performance and their role.

Summaries and prompts, at the end of each chapter, recap on each chapter’s main points and allow you, the reader, to think about the points in relation to your own team. Free template downloads are also available, to help you apply the learning.

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SMART Objective Setting for Managers by Irial O'Farrell

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SMART Objective Setting for Managers by Irial O'Farrell

Every year, millions of managers sit down with their staff, to set objectives for the coming year. Every year, the vast majority of those millions of managers dread the prospective of having to sit down with their staff, to set objectives. If this sounds like you, then meet your new best friend – SMART Objective Setting for Managers.

This book unpacks the 4 main challenges that most managers grapple with, when setting objectives:
– Defining the desired outcomes of performance
– Diagnosing team members’ individual starting points
– Defining tangible objectives for “soft” behavioural performance issues (e.g., poor communication or influencing others)
– Understanding what goes wrong during the communication of agreeing objectives

As you read through the book, your understanding of SMART, developing performance and communication builds up, culminating in Chapter 8. This chapter explores how to identify soft performance issues and how to diagnose what the real underlying issue is and provides a framework to design an objective that will deliver real performance improvement.

Reviews on Amazon rave about how easy-to-read and concise the book is while providing a whole new way to look at objective setting.

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SMART Objective Setting for Managers by Irial O'Farrell

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SMART Objective Setting for Managers by Irial O'Farrell

If you manage teams, what frustrates you the most? If you’re like most managers I’ve met, chances are it’s the way “Johnny communicates his ideas” or the way “Chrissy keeps asking you to talk to the other team, rather than just doing it herself” or how “Jamie keeps asking the same questions over and over!”. Developing these “soft” performance issues are very challenging. It can feel uncomfortable to raise the topic and many managers fear the conversation will go wrong. The 4 main struggles managers have with objective setting are:

1. Defining the desired outcomes of performance
2. Diagnosing team members’ individual starting points
3. Defining tangible objectives for “soft” behavioural performance issues
4. Understanding what can go wrong in the communication process, when agreeing objectives

SMART Objective Setting for Managers unpacks each of these challenges, culminating in a chapter dedicated to understanding how to diagnose and design objectives that address the “softer” performance issues. Being endlessly practical when it comes to the “how”, the book also provides a roadmap for preparing for and conducting objective setting meetings.

Told through stories and examples, feedback from readers include “I thought I already knew how to do this but I’ve learnt so much from this book”, “very easy to read and understand the learning points”, and “managers and employees should read this book”.

So if reducing your frustration while increasing your team’s motivation and engagement sounds like a good outcome for you, buy this book today and start finding out how to design and agree SMART objectives that will make a difference.