Excellence Formula – GRI Mastery Series

SLIDES ON EMOTIONAL INTELLIGENCE, HERE!

Communication Assessment, HERE!

RECOMMENDED READING:

• Setting the Table: The Transforming Power of Hospitality in BusinessBookamazon.com, by Danny Meyer→
• Move Your Bus: An Extraordinary New Approach to Accelerating Success in Work and LifeBookamazon.com, by Ron Clark→
• The Nordstrom Way to Customer Service ExcellenceBookamazon.com, by Robert Spector and Patrick McCarthy→
• Be Our Guest: Perfecting the Art of Customer ServiceBookamazon.com, by The Disney Institute with Theodore Kinni→
• Delivering Happiness: A Path to Profits, Passion and PurposeBookamazon.com, by Tony Hsieh→
• The New Gold StandardBookamazon.com, by Joseph A. Michelli→
• The Starbucks ExperienceBookamazon.com, by Joseph A. Michelli→
• Hug Your HatersBookamazon.com, by Jay Baer→
• The Cult of the CustomerBookamazon.com, by Shep Hyken→

ARTICLES (MORE READING):

• Tony Hsieh Reveals the Secret to Zappos’ Customer Service in One Wordforbes.com(Forbes)→
• How Zappos Delivers Wow Customer Service on Each and Every Callforbes.com(Forbes)→
• What Every Business Can Learn from Nordstrom Customer Serviceforbes.com(Forbes)→
• What the Four Seasons Taught Me About Customer Experienceweb.archive.org(think company)→
• The People Create the Experiences: How Four Seasons Built an Army of Customer Championsweb.archive.org(medallia)→
• How Can You Approach Customer Service Like the Four Seasons?customerthink.com(customer think)→
• Your Customer Service is Your Branding: The Ritz-Carlton Case Studyforbes.com(Forbes)→
• If You Want to Improve Your Customer Service, Take a Look at How Ritz-Carlton Does Itinc.com(Inc)→
• Why Did Shoes of Prey Fail? It Listened to Its Customerssmartcompany.com.au(smartcompany)→

OUR CORE VALUES –> Take a look at Buy Sell Live Atlanta’s Core Values

What is Zappos? Core Values

Dunning-Kruger Effect Video:

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