Super Service Essay -- essays research papers

I am reviewing the book Super Service, by Jeff and Valerie Gee. I was initially attracted to this book due to the subtitle, â€Å"Seven keys to delivering great customer service†¦ Even when you don’t feel like it! †¦ Even when they don’t deserve it!† The book promises to bring a new upbeat approach to serving customers on the front line and to make this job more meaningful to those who do.   Ã‚  Ã‚  Ã‚  Ã‚  Upon first glance, the book looks overly simplified. I discovered, however, that it is well written, and makes its points clearly without unnecessarily delving into complicated theories. This book encourages readers to see customer service from a different perspective: you are not performing solely for the customer or the company, but for your own sense of satisfaction. In this way, it functions as a motivational tool for those of us in the business of working directly with customers. The authors offer seven critical ideas for providing outstanding customer service. Each one builds upon the premise of the previous one, making these lessons sensible and natural to put into practice. The book illustrates each key with case scenarios, checklists, cartoons, and exercises. The result is the creation of an interactive learning experience. Super Service is written in an easy-to-read, conversational style. The authors neither talk down to the reader nor take on the boring tone of an employee manual.   Ã‚  Ã‚  Ã‚  Ã‚  The most striking difference I discovered is the straightforward techniques the authors reveal to help you put their concepts into practice. For example, anyone can tell you that the secret to serving customers well is to: â€Å"Have the right attitude,† â€Å"Listen with an open mind,† or â€Å"Seek a win-win situation.† This book teaches you easy ways to do those very things. How are you supposed to have a good attitude about serving customers? You won’t change your attitude simply because someone tells you that you should. Super Service gives you reasons why you should be happy to serve your customers. Similar to information you might get from other sources, the authors of this book stress what it costs you every time you lose a customer and how difficult it is to get those customers back. However, these authors take the next step by motivating you to enjoy serving your customers. They teach you that serving is about being â€Å"â⠂¬ ¦ a giver instead ... ...If you consider the costs of losing a customer, maintaining customer loyalty is, in itself, a money-making practice. For example Club Med found that one lost customer costs the company at least $2,400. Additionally, a study done for the US Office of Consumer Affairs discovered that in households that had service problems with potential costs of over $100, 54% of customers would maintain brand loyalty if the problem was resolved. Only 19% of these customers reported that they would continue doing business with the company if the problem was not resolved to their satisfaction.6   Ã‚  Ã‚  Ã‚  Ã‚  As a whole, I think Super Service’s take on customer service is an extremely useful tool for employees who participate in direct interaction with customers. Overall, I found their ideas easy to implement, and motivational. I also thought the authors would benefit by discussing customer service topics such as: exceeding customers’ expectations, â€Å"moments of truth,† empowering the front line, and service recovery. By combining these principles with their motivational system for great customer service, I believe they could cover virtually every aspect of interacting with customers.

Descartes’ Second Meditation

In Descartes’ Second Meditation the key philosophical idea of â€Å"I think, therefore I am† is introduced and thus begins a new age in western philosophy. Some of the arguments Descartes provide in order to support his claims are that in order to doubt anything, you must be able to think and if you think, you exist. Descartes brings up the point that there may be no physical world, along with that thought comes the doubt of anything else being real, which again concludes that he is thinking which means he is real.Descartes’ argument in the second meditation is that in order to think at all, whether it is doubt of an existence or belief something to be true it requires thought. Descartes makes the point that being able to have thought means that he must exist and he can know this without any doubt. The main argument that he uses to support this theory is to suppose he is being deceived by an evil spirit into believing all that he knows, when everything he knows i s actually a lie. He claims that whether or not he is being deceived is not important, rather the fact that he is able to be deceived or not be deceived confirms that he does indeed exist.He goes on to show that in order to be deceived, you must be thinking and if you are thinking then by default you exist. Descartes makes us doubt everything through his new revolutionary thought process. He claims that the mind is separate from the body, and even if there is a body at all. By doubting the reality of a physical world he brings into question everything that exists except for the individual existing itself. Descartes then moves from the point that he exists to trying to explain what â€Å"he† is. He claims that he is a thinking thing, and uses the word thing precisely.Descartes opens up a discussion on how being able to think means he exists, but does not include the proof of a body, instead he can only prove that a thinking thing is a mind. He claims that he cannot doubt that he can think, but he can doubt the reality of his body and physical interaction in the world. In going along with his experiment to purge doubtable beliefs, Descartes argues that things he cannot doubt about himself are therefore real, while things that he can doubt about himself are false. Obviously, this makes it much harder for him to believe in the hysical world. Not to confuse, Descartes I don’t believe was trying to imply that a thinking thing might never be wrong about doubting something; instead I see this as a division between the mind and body. Descartes is dealt with the problem of skepticism and how to overcome it. In order to overcome skepticism, he decides he must enforce it strictly upon his experiment and therefore attempt to explain around skepticism. Descartes put a heavy belief on the ability to deceive and how empirical thought is not to be trusted as sense can be deceived easily.Descartes goes into depth about dreams and how when we are dreaming everythin g feels and seems to be real, in fact we would never know it to be false if we never woke up. This proves that the senses not matter how powerful are able to be deceived. This was Descartes way of dealing with skepticism though; he explored it in its most extreme sense. Through experimentation he hoped to find a belief that could not be doubted and render skepticism irrational. Thus the whole thought of I think, therefore I exist begun and was the major belief that could not be denied. Descartes accomplishes his goal by using his enemy: skepticism. hing†. Using Descartes thought process to determine what is real and what is not, one has an extremely hard time confirming the existence of anything except for the fact they too exist. To conclude Descartes found the certain belief that he existed and all other who think exist, therefore Skepticism being true can rationally be denied. Skepticism plays the belief that there are no so called â€Å"true† beliefs and life as we know it is probably a lie, but through experimentation Descartes was able to rationally prove there are beliefs that can be held with certainty.

Definition and Theatrical Examples of Memory Plays

A play that focuses on the past as narrated by the main character. Usually, the play is a dramatic representation of the playwrights life—or at least loosely based upon the playwrights experiences. Some memory plays involve narration throughout (such as the play adaptation of A Christmas Story. Other memory plays begin with a recollection made by the narrator and then shifts into a play without an interrupting narrator. (Tennessee Williams The Glass Menagerie is an example of this type of memory play.)