Forventes på lager: 01-07-2020
Do you have a clear idea about your serviceDNA and your service gene? Are you communicating in the right way, and are you using collaboration and high social capital to improve your company's service?
The term service is used in many ways, but what is good service, really? And is there a special Nordic kind of service? These are just some of the topics this book addresses.
A NORDIC SERVICE CONCEPT is written for those of you who work with service, whether you are a student, teacher, employee, manager or business owner. The purpose of the book is to bring the dialogue about good service back to its roots - where we can benefit from our basic Nordic values such as equality, openness, flexibility and, not least, trust. The focal point of the book is, therefore, relationships between people: the relationship with the guest, the relationship with colleagues and the relationship with management and business partners.
A NORDIC SERVICE CONCEPT can be read as a whole, but the individual chapters also make sense as separate texts and can be used independently. Each chapter contains the following: ? An accessible, practice-based description with analyses and tools that are built on research-based theories. ? References to the primary sources are listed at the end of each chapter ? Inspiration for your daily work in the form of a series of assignments and cases regarding strategic, tactical and operational levels in companies.
A NORDIC SERVICE CONCEPT covers the curriculum's learning objectives in the academic subjects "management that builds social capital" and "service? and can also be used in the Service Economics curriculum.
The book covers topics such as communication, body language and empathy, and, as something new, we have added topics such as the culture behind Nordic service, service delivery and moodboards. In addition, the book contains a number of cases and analytical assignments related to specific service situations.