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In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwood's message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business - the only question is whether you are doing it well. Want a 'quick read' at the airport terminal that'll entertain more than transform? Two Factor Theory of Customer Service isn't it! Elwood skips the cliches while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again . . . ). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University

• Sales Rank: #3407919 in Books
• Published on: 2013-12-18
• Released on: 2013-12-18
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x .48" w x 6.00" l, .60 pounds
• Binding: Paperback
• 212 pages

About the Author
David L. Elwood, Ph.D. is founder and chairman of Elwood Staffing, a privately held temporary staffing company with 190 offices nationwide and annual sales over $800 million. Elwood's passion for customer service helped drive meteoric growth of Elwood Staffing. Elwood lives in Columbus, Indiana.

Most helpful customer reviews

1 of 1 people found the following review helpful.
Customer centricity, defined.
By Fernando Cadena
If you are interested in learning about ways to better serve your customers, this book will not only provide you with some of the theory behind Dr. Elwood's research, but also with some real, candid, and humble examples of the company he founded - Elwood Staffing - which today is one of the largest private commercial staffing agencies in the world.

There are thousands of books focused on customer service, yet not one which focuses on the "two factor theory" that Dr. Elwood writes about in which he clearly describes from the very beginning of the book how companies not only provide a wanted/needed product, but how each one of those transactions is tied to the level of service that is provided post-transaction. The actions that we take to ensure that that service is optimal directly correlates to the likelihood that those customers will either return to buy our products again, recommend our products/services to others, or simply become detractors who will not only refrain from having any future association with us, but who will negatively speak about our products to others.

The only way in which the book falls short is in the limited amount of personal stories that make a very strong component of the book. Throughout these stories, the reader is able to find applicability to real-life scenarios mentioned in the the theory of Dr. Elwood's research.

0 of 0 people found the following review helpful.
Start a Customer Service Culture
By Amazon Customer
People that give, truly receive 'what' they give. Service to others, in the moment, is an action to be of more exceptional giving. David's attention to his own behavioral details, seeing customer service events as his actions taken one element at a time is his way of giving to us. Seeing that CS is also a product (the second factor) is making the difference in business relationships and success across the board. CS is a principal to be shared and extended into a company culture. The Two Factor Theory is an opportunity to take one's own inventory and make a good start. Start now as the individual in your business, be a CS leader, convey David's vision as your own. Join David this way and give inside your own company, make a point of cultivating a culture of customer service events. One can read this book, but I studied it and I am glad I did.

0 of 0 people found the following review helpful.
If you want to add value to yourself and your organization this book is a must read!
By CRoberts
Received David L. Elwood's book, Two Factor Theory of Customer Service, as a gift and what a wonderful gift! This book is the "go to guide" for truly understanding customer service and by doing so will drive profits within any organization! The fact that the author is the founder and chairman of the board of Elwood Staffing, a company he started and built to just under $ 1 billion in revenues, and growing, demonstrates his knowledge and creditability on the customer service subject. If you want to add value to yourself and your organization this book is a must read!

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This scarce antiquarian book is a facsimile reprint of the original. Due to its age, it may contain imperfections such as marks, notations, marginalia and flawed pages. Because we believe this work is culturally important, we have made it available as part of our commitment for protecting, preserving, and promoting the world's literature in affordable, high quality, modern editions that are true to the original work.

• Sales Rank: #10262179 in Books
• Published on: 2010-09-10
• Original language: English
• Number of items: 1
• Dimensions: 9.02" h x .56" w x 5.98" l, .95 pounds
• Binding: Hardcover
• 176 pages

Most helpful customer reviews

15 of 16 people found the following review helpful.
Wisdom via a purer source
By Dragan
July 2014: Since writing many book reviews of the past, much has changed, I have discovered much more. I have come to see and have had exposed many of the deceptions and errors associated with Gnosticism, this even after becoming a Gnostic priest. My faith in Christ has been my anchor and I press on with him who shed his blood for me. I am tempted to delete many of my reviews, as I have already done; time will tell.

I purchased this book to further my studies in the divine mother (kundalini). This was a difficult book to obtain, but luckily I found a copy at a rare book publisher. This book has given me many additional insights and different angles at looking at awakening the Kundalini. It has also given me an inner strength to pursue my work with the kundalini.

The book covers such topics as pranayama, the five pranas, the nadis (Ida, Pingala & Susumna) and the charkas; their importance and understanding in raising the Kundalini is also covered. From this the book also discusses the outcomes of successfully practicing the methods given. These outcomes (not to be pursued for themselves) are moreover an indication of successful achievement of ones progress thus far.

Pages 89-196 Contain `The Bhagavati: Mother Kundalini'. Essentially these are the 1000 names or sayings of the Divine Mother. I enjoyed reading this section as it gave me further insights into the many facets of the Divine Mother and further increased my understanding.

"Thou art worshiped by Meditation as consciousness"
"Thou art the tree of knowledge"
"Thou art the Object of three desires (A.U.M. or past, present and future)"
"Thou art in the Semen"
"Thou art above duality"
"Thou art the absolute"
"Thou art above the Tattvas (nature's finer forces)"
"Thou art fond of Tantra" etc
These are just 9 random aspects that stuck out to me of the 1000 aspects of the Divine Mother given.

The book then goes on to give the description of creation by the God Siva in three Divine forms for three divisions of work, "namely Brahma as Creator, Vishnu as Supporter and Rudra as Destroyer. His Symbol is ever-embraced by the Symbol of Nature, the World Mother". Rishi Singh Gherwal discusses the worship of Atman within Susumna and other gems as meditation upon the Chakras is a divine worship of Siva. The worship of Siva via the lingam (symbol) is also discussed.

Rishi Singh Gherwal in the last chapter `Rev. Leadbeater off the trail' discusses how Charles Leadbeater erred in his descriptions of the Chakras. For instance, Rishi Singh Gherwal tells us that "The `Thousand - petalled' we do not call a chakra, as it is above the nature element and mind". From the Sanskrit alphabet each petal represents a letter. "By repeating all of the 50 alphabetical letters 20 times, we have 1000, the symbol of the `Thousand-petals'. This is discussed in response to C. W. Leadbeater claiming that there are only 960 petals. Other criticisms are given as Yogic duty to correct error.

The book finishes off with an endorsement to read Arthur Avalon's `The Serpent Power - The secrets of the Tantric and Shaktic Yoga'. I had already purchased this book and intend to read this, especially in light of this endorsement and the very positive reviews of other readers.

All in all, this was a very nice book to read, of which further increased my understanding of the topic at hand. I would highly recommend reading this book to anyone interested in the Divine Mother Kundalini.

2 of 2 people found the following review helpful.
Namaste
By RIchard Andrew Diaz
Great book for learning about your inner power..a must read for truth seekers! Not for the ignorant kind...peace and love to all

2 of 3 people found the following review helpful.
Two Stars
By Aminah J
It was too "my way is the best way, and every other way sucks." I couldn't finish it.

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This monograph on Coco Chanel chronicles the life and legacy of one of history's most influential couturiers. From her early days of millinery, through her revolutionary inventions in sportswear and jersey fashions for women, the classics that have made her name, such as the Chanel cardigan jacket and the little black dress, to the global empire of the brand under the helm of Karl Lagerfeld, this beautifully illustrated book offers a fascinating account of Chanel's evolution and innovation. Detailed photographs and sketches of her designs, along with fashion photography and catwalk shots, pay tribute to one of the world's most highly regarded fashion houses and the woman behind it.

• Sales Rank: #82750 in Books
• Published on: 2017-01-12
• Original language: English
• Dimensions: 7.32" h x .75" w x 5.16" l,
• Binding: Hardcover
• 160 pages

About the Author
Having studied fashion at St Martins School of Art and history of art at Bristol University, Emma Baxter-Wright has taught fashion journalism at the University of the Arts, London and UCA. She has contributed to many publications including the New York Observer, Cosmopolitan and Marie Claire, and is the author of two photographic books on the English fashion photographer Brian Duffy, and The Little Book of Schiaparelli. Emma lives in London, England.

Most helpful customer reviews

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Good coffee table book
By birkingirl
Lots of pictures but little new information.

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The book came in perfect condition! It is an adorable book and the ...
By XO_Science_Babe_XO
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Five Stars
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• Sales Rank: #997157 in Books
• Published on: 2013-09-18
• Original language: English
• Number of items: 1
• Dimensions: 9.02" h x 1.01" w x 5.98" l, 1.45 pounds
• Binding: Paperback
• 456 pages

About the Author
Dr. Zaidi is a consultant hematologist with more than 20 years of experience in the field of Hematology (both clinical & laboratory), transfusion medicine, hematopoietic stem cell transplantation and medical teaching at undergraduate & postgraduate levels. He has moved around the world gathering this outstanding experience. He has also mentored many young physicians making their career path in Hematology. He has several presentations & peer reviewed publications on his credit, some of which brought up novel ideas to the medical literature!

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5 of 5 people found the following review helpful.
Hematology
By A. Qamar
Great questions that give complete understanding of the subject via answer choices. Highly recommended for Medical and Heme/Onc students.

3 of 3 people found the following review helpful.
Excellent book for FRCPath haematology
By Dr. Imran Khan Tailor
Having done FRCPath haematology exams recently i know how scarce are books relavant for these new format EMQs in part1 and for short answer questions in part 2.I would highly recommend this book written by expert in the field for anyone who is preparing for this exam.This book is concise at the same time covers extensively all the important topics for the exam.I congratulate Dr Zaidi for having come with such an excellent, the very first of its kind which is extremely useful for fellows/resident training in haematology.
Imran
Belfast,UK

3 of 3 people found the following review helpful.
Amazing book
By Shad A. Ahmed
Wonderful addition to the hematology books with an innovative idea. A great mix of topics right from bench to bedside. I specially recommend you reading sections on transfusion medicine and myeloproliferative disorders. Also enjoyed statistics. Equally good for the practitioners and trainees. This book is very helpful for my FRCPath examination.

Thanks:
Dr. Shad Ahmed
Saudi Arabia

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Global Issues, Local Arguments: Readings for Writing features high-interest arguments on significant global issues and emphasizes their connection to our lives—all the while developing critical thinking, rhetorical, analysis, synthesis, argumentation, and research skills.

• Sales Rank: #236038 in Books
• Published on: 2013-01-12
• Original language: English
• Number of items: 1
• Dimensions: 8.90" h x .80" w x 5.90" l, .0 pounds
• Binding: Paperback
• 544 pages

From the Back Cover
The first argument reader of its kind, "Global Issues, Local Arguments: Readings for Writing" showcases opposing points of view within nine issues pertaining to globalization: Free Trade, Employment Outsourcing, Immigration, Culture, Terrorism, Human Rights, Water Rights, Global Food Supply, and Global Health.

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0 of 1 people found the following review helpful.
I was required to get this book as a textbook ...
By Bbanton
I was required to get this book as a textbook for an Intro to Research Writing Class so I expected a textbook. In reality the book is layed out and written in such a way that I don't mind reading it at all.

0 of 1 people found the following review helpful.
Five Stars
By Jordan Rollins
Exactly what I wanted

0 of 3 people found the following review helpful.
Four Stars
By Chelsea Inthavong
Good

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• Published on: 2006
• Binding: Paperback
• 112 pages

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[N860.Ebook] Download PDF Breaking My Silence Surviving and healing myself after years of secrecy, shame, and abuse, by Maya Hope Kitwana

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In this memoir, Maya Hope Kitwana exposes her truth; showing from the inside out what was required for her to survive her childhood nightmares. These nightmares no longer torment Maya Hope Kitwana. Her story provides a lighthouse for others who have suffered abuse. A way out to discover love. A strong word of caution-the material shared isn't for everyone. Maya's story is not just a recap of unflinching secrets. This is a graphic, yet fearless look at a woman's journey through rape, incest, and abandonment-and her movement toward hope, healing, intimacy, and love. Maya charts a course that is painful and powerful. This work is about secrets and rage. It is about honesty and revenge. Despair. Faith. Kindness. Over thirty years of silence is too long.

• Sales Rank: #2849995 in Books
• Published on: 2015-06-25
• Original language: English
• Number of items: 1
• Dimensions: 8.50" h x .51" w x 5.51" l, .62 pounds
• Binding: Paperback
• 222 pages

Most helpful customer reviews

0 of 0 people found the following review helpful.
From Despair to Hope
By Mary Hosmar
In this memoir, Maya Hope Kitwana exposes the reader to a world many have not experienced and were probably unaware even existed. For thirty years Maya carried around secrets of childhood and adolescent secrets no person should have to endure. Ms Kitwana’s journey from secrecy to forgiveness to love makes compelling reading.
Ms Kitwana’s purpose for writing this story was, first of all, to free herself from the past and if in doing so, one other person is helped, encouraged and cheered on, so much the better.
This book does not carry with it the hallmarks of great writing. At times the story time-line can be confusing and the writing does not always flow smoothly, but this only serves to accentuates the raw emotions of the story. One does not think clearly when forced into situations beyond one’s control.
This is a disturbing read and not for the faint of heart. But for those who have found themselves in similar situations, it is a beacon of hope.

0 of 0 people found the following review helpful.
This is an empowering story about overcoming abuse. This ...
By Terri Scott
This is an empowering story about overcoming abuse. This memoir is bravely written, and gives light on such a uncomfortable topic. I commend this author for breaking her silence.

0 of 0 people found the following review helpful.
Three Stars
By valentino
I do not like the ending.

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