212 Service

You may know the 212 degree concept for our original bestseller 212 The Extra Degree written by Sam Parker and Mac Anderson. But this book is written specifically for businesses and is all about creating a service culture. In case you are not familiar with the 212 concept, here it is in a nutshell: At 211 degrees water is hot. At 212 degrees, it boils. And with boiling water, comes steam. And steam can power a locomotive. The one extra degree makes the difference. This simple analogy reflects the ultimate definition of excellence. Because it's the one extra degree of effort, in business and life, that can separate the good from the great. The stories in 212 Service reflect real-life examples of companies that have taken their customer service to the next degree. Someone once said, "Life is like a game of tennis. The player who serves well seldom loses." The same can be said for any business on the planet. There are many books written about service, however, our goals in this one is to keep it simple. 212 Service presents 10 simple, but engaging rules of service that can be read by every member of your team in less than 30 minutes. 212 Service is written with real life examples of exceptional customer service and is certain to inspire your team with ideas that apply specifically to your industry.

Within a practical business context of the changing, competitive climate, this book details the implications for marketing strategy. New chapters cover topics such as credit cards and customer care, while several relevant case studies have also been added. Combining analysis of principles, concepts and techniques with sound practical advice, 'Marketing Financial Services' is ideal for students on degree and postgraduate courses, including Chartered Institute of Bankers. There is also a tutor resource pack to accompany the case studies in this textbook.

Why Public Service Matters conveys the importance, purpose, and nobility of a career as a civil servant in the United States. It does so, however, with an unflinching eye on the realpolitik that drives public administration in America's "compensatory state" and on the pitfalls of reformers' focus on bureaucratic, rather than democratic, administration. The book links the nation's ability to handle contemporary policy problems with the strategic, tactical, and normative quality of public management. In doing so, it offers newcomers a rare, concise, and accessible overview of the field. Readers will gain an appreciation for the challenges, choices, and opportunities facing public managers as they help advance a sense of common purpose informed by democratic constitutional values in twenty-first century America.

Inherent Strategies in Library Management describes general and specific strategies for libraries based on core library values, and does so through concrete research. Many strategic management books for libraries introduce concepts of business management to the library world, but often neglect traditional library culture and core values. This book reexamines management through the lens of libraries themselves, rather than relying on strategies borrowed from the business world, in an attempt to bring to light the factors and decision-making processes behind how librarians have run their libraries over the past fifty decades. In other words, their decisions can be regarded as inherent management, born naturally from the core foundations, considerations, and operations of libraries. In addition, this book investigates the broad influences of business management theories on libraries, including a discussion on the advantages and disadvantages of their use. Presents management strategies for libraries based on core library values Provides detailed analysis on the effects of business management theories on libraries Lays down the fundamental rules for managing libraries Explains various management analysis methods Bridges the gap between library core values and business efficiency

This comprehensive book provides a framework for healthcare providers working with the dual challenges and opportunities presented by the intersection of mental health and technology. Technology and Adolescent Mental Health provides recent, evidence-based approaches that are applicable to clinical practice and adolescent care, with each chapter including a patient case illustrating key components of the chapter contents. Early chapters address the epidemiology of mental health, while the second section of the book deals with how both offline and online worlds affect mental health, presenting both positive and negative outcomes, and focusing on special populations of at-risk adolescents. The third section of the book focuses on technology uses for observation, diagnosis or screening for mental health conditions. The final section highlights promising future approaches to technology, and tools for improving intervention and treatment for mental health concerns and illnesses. This book will be a key resource for pediatricians, family physicians, internal medicine providers, adolescent medicine and psychiatry specialists, psychologists, social workers, as well as any other healthcare providers working with adolescents and mental health care.