Реальные полномочия. Самостоятельность сотрудников как ключ к успеху

by John Tschohl

This book will help organizations and individuals master the skills of empowerment so it becomes a Way of Life. Empowerment is the key to great service and critical to an organization s success. Rarely will you ever see an employee making an empowered decision to make a customer overhappy in order to keep them coming back. Most employees feel they will be fired if they make an empowered decision, yet all CEO s want their employees to make empowered decisions. This book will help everyone better understand how to use empowerment and why it is critical to your success. Empowerment is not just a set of it s a way of life. A way of life everyone will love. Tips and strategies will help individuals and companies incorporate service into their daily lives and corporate structure. This information will help the reader be empowered or empower others to increase opportunities for success. The overall goal of the book is to help the reader see the advantage of empowerment in every aspect of their lives.

184 pages, Paperback

First published January 1, 2010

About the author

John Tschohl is an author, speaker and service strategist. He wrote the world's first customer service program, Feelings which was released in January 1980. Millions of people across the world have gone through his programs in over 9 languages and 40 countries.

Time, Entrepreneur and USA Today call him a "Customer Service Guru." John has been writing on customer service longer than anyone else in the world.He was a self-made millionaire by age 30.

He is the author of 8 books on customer service, motivation, self-help and service strategy. His new book Relentless was just released. Achieving Excellence Through Customer Service is in its 13th Edition, His other books are Moving Up, Empowerment: A Way of Life, Loyal for Life, Cashing In, The Customer is Boss and e-Service