Customer service management training 101: Quick and easy techniques that get great results
Evenson, Renee, 1951-
“Great customer service isn’t doing what you think your customers want; it’s doing what your customers want. One of the biggest mistakes businesses make is assuming they know what their customers want without getting to know their customers and their needs. Managers who ensure that they and their teams are clued in to their customers are in the best position to give exceptional service.” P1
Women’s labor in the global economy: Speaking in multiple voices Harley, Sharon.
“Women of color have historically adapted to changes in their local environments, social/familial orders, and relations of production. Recently, changes largely spurred by the machinations of globalization have required them to create new strategies for ensuring their daily survival. Globalization is reshaping the nature of women’s work— how they work, in what conditions, in what capacities— and, in the process, creating economic systems that are not only gendered, but also raced and classed. Subsequently, women of color respond with innovation and tenacity in order to survive fluctuations in the market and its attendant social and cultural shifts. Though they may seem casual and quotidian, these are not innocuous actions; the concentration of women of color as laborers at the most basic and necessary level of economic capitalism— production— suggests how powerful they are as global actors. As implied by Evelyn Hu-DeHart in her chapter featured in this volume, their power is in numbers. It is the hope and aim of this anthology that increased exposure of the conditions of women of color’s lives may spur greater resistance against the hegemonic powers that exploit them and all oppressed people.” P. 1
How creativity is changing China Wuwei, Li.
“If we say that the manufacturing industries have made important contributions to the rapid development of the Chinese economy in the past thirty years, then it is not an understatement to say that in the next thirty years, cultural creativity and technological innovation will be key forces in bringing comprehensive changes in China’s transition to an innovative society. The fact that creative industries are becoming a new engine for social and economic development has strategic significance for a Chinese economy confronted with a wide range of international and domestic challenges.”
Collective creativity: Collaborative work in the sciences, literature and the arts Fischer, Gerhard.
“The essays collected in this volume present a broad spectrum of studies on the topic of collective creativity in and between various forms of art, comprising individual as well as interdisciplinary focuses on areas in the humanities, in social science and cultural studies. Our aim was to show the remarkable heterogeneity of the subject, of its specific methods and, above all, of the potential present in the forms of and approaches to creative collaboration. Our collection does not aim at a comprehensive presentation and discussion of its topic – if indeed this were possible. However, the 24 chapters are designed to point out intersections and interfaces of artistic, scientific and cultural practice, and to provide signposts to points of departure in order to stimulate further enquiry and research. The ambiguity and complexity inherent in the question of individual versus collective creativity is realised in its dialectical relationship, whether one says with Rimbaud ‘I is another’ (‘Je est un autre’), or whether one says with Goethe ‘my life’s work is that of a multiplicity of beings from the whole of Nature; it bears the name of Goethe’” p. xxv