The customer is king. With rising consumer awareness and cut-throat competition, it is important to provide services which are differentiable and memorable for consumers. With a ringside view to customer service, Debashis Sarkar, who has held leadership positions with Unilever, Coca Cola, ICICI Bank and Standard Chartered, shares valuable observations about customer service excellence.
How Can I Help You? hands you strategies and tactics to retain and nurture customers by laying down the five major pitfalls to be sidestepped while dealing with customer service. Richly illustrated with case studies and examples, this book is an essential read for every modern professional.
Archives: Books
Lead 3D
Would you like to free up your mind to solve more problems and make better decisions? Is your company suffering from bottlenecks in decision-making? Are your next-in-line managers or team members adequately prepared to take on all challenges when the time comes for them to move up a level? Do your leaders and peers simply wish they had more time? Would you like to spend more time creating solutions rather than wasting your time worrying about situations and their impact?
If the answers to these questions is a ‘Yes’, Lead 3D shows you a new and exciting way to manage your time and business without changing its structure, by simply realigning your individual thinking and organizational decision-making workload. It presents some interesting ways to engage your mind and thereby your organization.
Natural Kingdoms
Why is it that, sometimes, a single pattern repeats itself endlessly through every sphere of an individual’s life, despite their best efforts to change it?
Using his path-breaking method of diagnosis, the sensation method, Dr Sankaran explains that an individual’s perception of stress is shaped by an inner pattern, or song, which is connected to one of the three kingdoms in nature-animal, plant or mineral. Identifying this fundamental connection enables homeopaths to cure ailments at their root.
Insightful, accessible and lucid, Natural Kingdoms tells the story of the homeopathic process through the case studies of three individuals-it will encourage you to discover your own inner song to bring about better health and harmony in your life.
IIMA
FROM THE ACCLAIMED IIMA BUSINESS BOOKS SERIES
How can you better manage your inventory by looking at the past movement of your stock?
How can you ensure that your customer mailings target the right people to make the most impact?
How do you go about hiring the appropriate people for a job profile?
Business analytics, the method by which data around a business is analysed to better determine the choices we make, is your answer. In this accessible, user-friendly book, Professor Arnab K. Laha explains the relevance of this growing field in business and looks at its uses in marketing, finance, operations and HR. He also devotes a special section to setting up business analytics for your workplace. With examples and case studies, How to Make the Right Decision is the most useful book you can buy for yourself and your business.
IIMA
If you are among those who tremble and break into a sweat at the thought of facing an audience, or hesitate in offering an opinion, you are not alone. If this has happened to you a few times, you might feel that spoken communication is not your forte. In this book, using interactive and accessible methods, along with a host of useful examples, Prof. Meenakshi Sharma shows you how you can sharpen your ability to leave an impact on others with every interaction.
The India Penguin Dictionary Of Alternative Medicine
The integration of alternative medicine with conventional medicine is revolutionizing healthcare across the world. This single volume dictionary features entries ranging from acupoint therapy and abdominal breathing to Iyengar Yoga.
Ambedkar’s Preamble
On 26 January 1950, the Constitution of India was formally adopted and came into effect. Its Preamble set out in brief the enlightened values it enshrined and hoped to engender. In a radical shift from mainstream constitutional history, this book establishes B.R. Ambedkar’s irrefutable authorship of the Preamble by uncovering the intellectual origins of its six most central concepts-justice, liberty, equality, fraternity, dignity and nation.
Although Ambedkar is universally regarded as the chief architect of the Constitution, the specifics of his role as chairman of the drafting committee are not widely discussed. Totally neglected is his almost single-handed authorship of the Constitution’s Preamble, which is frequently and mistakenly attributed to Jawaharlal Nehru rather than to Ambedkar. This book establishes how and why the Preamble to the Constitution of India is essentially an Ambedkarite Preamble. It is clear that its central concepts have their provenance in Ambedkar’s writings and speeches.
Through six eponymous chapters, this book unfolds the story of the six constitutional concepts. In doing so, it spotlights fundamental facts about modern Indian history, as well as Ambedkar’s revolutionary political thought, hitherto ignored in conventional accounts.
Bankimchandra Omnibus
The First Volume Of This Collector S Edition Brings Together Five Of Bankimchandra S Best-Known Works In English Translation. Set In The Bengal Of Emperor Jehangir S Time, Kapalkundala Tells The Story Of Nabakumar, A Young Woman Named Kapalkundala Whom He Rescues From A Tantric Intent On Human Sacrifice, And The Beautiful Lutfunnisa Who Has Sold Her Heart On Marrying Him. In Bishabriksha (The Poison Tree), Set In Bankimchandra S Own Time, Nagendra Is Torn Between His Devoted Wife Suryamukhi And The Bewitching Young Widow Kundanandini. Unable To Prioritize Either Of The Women He Cares For, Nagendra Ends Up Losing Both. Indira Is A Lighthearted Tale Of Playful Intrigues: Upendra Does Not Realize That His Wife Indira Is Now Working As A Cook In His Friend S House, And Is Given A Royal Run-Around By Indira And Subhasini, Her Employer. Krishnakanta S Will Is A Tragedy Of Lust, Infidelity, Greed And Death Revolving Around Govindalal, His Wife Bhramar, The Attractive Widow Rohini, And A Stolen Will. Rajani, The Story Of A Blind Girl And Two Men, Sachindra And Amarnath, Is A Psychologically Taut Tale; It Is The First Indian Novel Where Characters Narrate Their Stories In The First Person.
Evoking The Bengal Of Yore In All Its Hues, Bankimchandra S Novels Explore Love And Relationships And The Manner In Which Society Shapes Them. Translated Exclusively For Penguin, These Superbly Crafted Novels Are Sure To Hold Readers In Thrall Today Just As They Did Over A Century Ago.
Dare to Dream
Born in a small village in Punjab at the turn of the century, Rai Bahadur Mohan Singh Oberoi began his career in the industry at Shimla’s Cecil Hotel on a monthly wage of Rs 50. But he was not destined to remain in that position for long. With a combination of clear-sighted thinking, frugality and sheer hard work, he managed to put together a plan and the finances necessary to acquire his first hotel, Clarkes. That was only the beginning. Decades later, the Oberoi Group has over thirty-one luxury hotels and two river cruise ships in six countries, and is acknowledged as a standard to aspire for. In this well-researched and candid biography, written with the cooperation of the late M.S. Oberoi, Bachi Karkaria describes how a man from modest beginnings became the head of an internationally celebrated hotel chain. It also shows how a major business is built up, run and kept at the top.
Khushwant Singh’s Book of Unforgettable Women
“Though I am nothing to look at, it is women who have sought my company more than I have sought theirs.” ‘Khushwant Singh’
In Khushwant Singh’s Book of Unforgettable Women, India’s most widely-read and irreverent author and columnist profiles some of many women in his life. From Ghayoorunnisa Hafeez, the girl who forever changed his attitude towards Muslims, to his wife, Kaval Malik, who is allergic to media publicity; from his old grandmother to the controversial artist Amrita Shergil; from Mother Teresa to Phoolan Devi, Khushwant Singh paints colourful and true-to-life portraits of the women he has known, loved, despised, admired, and lived with. The book also includes some of the women Khushwant Singh has conjured up in the numerous stories and novels he has written over sixty years. The lively Martha Stack (-Black Jasmine’), Lady Mohan Lal (-Karma’), Jean Memsahib (-The Memsahib of Mandla’), the hijra-whore Bhagmati (Delhi), the insatiable Champak (I Shall Not Hear The Nightingale), dark-eyed Nooran (Train to Pakistan) and the free-spirited Molly Gomes (The Company of Women) are only a few of Khushwant Singh’s larger-than-life characters who are sure to entertain and amuse the reader.