Overview

Top presenter and trainer Steven Harris provides a highly charged practical guide to customer service, based on the award-winning principles used by his consultancy Energize Learning. Fired Up and Ready to Go! is packed with tips and exercises to help readers work towards peak performance both as individuals and within the teams they manage. The book is divided into three parts: Part One focuses on techniques for self-management and peak performance; Part Two describes the skills and behaviours required to engage effectively with customers and colleagues alike; finally Part Three focuses on the leadership skills needed to get teams, departments and companies all fired up and ready to go at all times!

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9781852527600

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Reviews

Excellent... I heartily recommend Steve's book to everyone involved in retail, healthcare or any organisation that needs to engage effectively with its customers and with its employees - Richard Wolff, former International Retail Director, Marks and Spencer PLC; Packed with simple, practical concepts and exercises that work - a terrific resource for people who really want to make a difference and not just read about it - David Brown, Executive Director, Executive Education at London Business School

Author Information

Steven Harris is the founder and managing partner of Energize Learning, an award-winning training consultancy established in 1999. Before setting up Energize, he spent 20 years working in the retail sector, including senior management positions at both Marks and Spencer and The Body Shop. As a practitioner as well as a thought leader, his conferences and workshops focus on real people in the real world. He presents at many retail, healthcare, leisure and public sector conferences both within the UK, across Europe and in the USA.

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