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Shadowing : Guidance That Works

Todd Lapidus

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ISBN 10: 0970940300 / ISBN 13: 9780970940308
Published by Customer Contact Corporation, 2001
Condition: Good Soft cover
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Ships with Tracking Number! INTERNATIONAL WORLDWIDE Shipping available. May not contain Access Codes or Supplements. May be ex-library. Shipping & Handling by region. Buy with confidence, excellent customer service!. Bookseller Inventory # 0970940300

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Bibliographic Details

Title: Shadowing : Guidance That Works

Publisher: Customer Contact Corporation

Publication Date: 2001

Binding: Paperback

Book Condition:Good

About this title


This book is designed to assist experienced employees who are charged with the responsibility of training new employees. "Shadowing-Giudance That Works" assists with this all important "sink or swim" phase of a new employee's first few days of employment. The book is written as a story, which makes it an easy read, allows the reader to identify with the books characters, and thus increase the retention of lessons offered in the story.

"Shadowing-Guidance That Works" is designed for service companies.

About the Author:

Todd Lapidus has spent 22 years successfully creating customized training and product improvement programs for over one hundred clients on four continents. As a co-founder in 1979 of Richey International, one of the world’s largest customer service support firms, Todd was the first to develop methods for setting objective and concrete customer service measures. His innovative approach provided the basis for the Center for Standards Development and Quality Management, which he founded in 1983, and for numerous proprietary and copyrighted materials and training programs. Todd has developed tools, practices and methodologies to improve customer service operations for many global corporations, such as Accenture, IGT, Star System ATM Bank Network, Four Seasons Hotels & Resorts, Rosewood Hotels, Mandarin Oriental, and Preferred Hotels and Resorts Worldwide. Renowned as a leader on the cutting edge of his field, Todd counts among his mentors Peter Senge, Moshe Rubenstein, Ron Kaufman and Joe Miller. He has been featured in articles published in Peter Drucker’s Leader to Leader and Tom Peter’s On Achieving Excellence, as well as The New York Times, The London Times, Business Week, and European Hotelier. His well-received book, High Impact Training: Getting Results and Respect published by Jossey-Bass in 2000 presents an easy-to-implement, seven-step approach that highlights training outcomes tied to business objectives. Todd and his wife Stephanie live with their children Joshua and Sophia in Chapel Hill, North Carolina.

Jim Mikula has over twenty years of experience in Asia and North America as an executive leader and trainer in the luxury hotel industry. Jim’s varied professional background began with ten years in sales and marketing with Hyatt and Sheraton hotels in cities across the U.S. It was during this time that he realized that the same marketing principles that go into creating and keeping customers can be used just as successfully internally to build a dynamic and loyal employee base. With a move to Asia in 1988, Jim headed up sales and marketing for Four Seasons Hotels & Resorts, first in Taipei, then Bangkok, Singapore and India. By 1996 Jim’s responsibilities with Four Seasons in Singapore expanded to Director of Field Marketing throughout the region, which included special projects such as implementation of sales software standards at all properties. From there he became Area Director of Marketing in India, with responsibility for developing hotels in five cities. Jim has been recognized for his affable way with people and his excellent leadership skills. In 1987, while Director of Marketing for the Mobil 5-Star Hotel Grand Bay Hotel in Coconut Grove, Miami, he was simultaneously Designated Sales Trainer for the parent company, Continental Companies. From 1994-97, his responsibilities included all sales training in the Asia Pacific for Four Seasons, where he trained over 150 sales personnel and all directors of marketing. Jim and his wife Janet Baldwin live in West Dennis on Cape Cod in Massachusetts.

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