Books
Reading pleasure with forwardservice publications
books
Menschmomente
The diary for special encounters
A Menschmoment turns the world into a better place for a brief moment. Into a magical now. And the good news is: you don’t have to wait for it. You can create your own joyful Menschmomente.
This small diary is the perfect companion and a practical tool to capture them.
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Re-Invent
Why we must continually reinvent ourselves for our customers
The world is changing – and so are customer needs. Globalization, climate change, digitalization, demographic shifts, diversity and social participation are among the major challenges of our time and require a rethink across all industries.
How can companies adapt to changing conditions while staying one step ahead of customer expectations?
In Re-Invent, Dr. Ferri Abolhassan, Managing Director Sales & Service at Telekom Deutschland, offers compelling answers.
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Wissen. Macht. Spass.
The new professionalism in service
Starting from customer service, Dr. Ferri Abolhassan explores how customer orientation and professional expertise can be successfully combined. How do organizations enter a mode of continuous development? How can curiosity, knowledge sharing and lifelong learning be embedded in everyday business?
In this book, 26 experts share their perspectives through interviews and impulse contributions, highlighting key levers for generating knowledge, sharing it effectively and fostering motivation for lifelong learning.
books
Be Water, My Friend
What people, teams and organizations can learn from the qualities of water
This anthology brings together inspiring ideas from 29 authors, including Professor Gunter Dueck, TV host Nina Ruge, football world champion Per Mertesacker, Professor Jutta Rump, futurist Matthias Horx and experts from the Fraunhofer IAO.
Their contributions encourage fresh thinking, problem-solving and vision-building to better master the challenges of the 21st century.
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Serviceglück
Reaching the customer’s heart through magical moments
Despite improvements in service, many things still don’t work as they should: we wait for taxis, appointments and deliveries, and pay high prices for little time saved. What’s missing are the magical, human moments that make service unforgettable.
Sabine Hübner illustrates with insightful, surprising and often amusing examples how service excellence only succeeds when customer touchpoint management evolves from a purely technical to an emotional tool – and how to make that shift happen.
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30 Minutes – Empathie
How empathy works
People have a deep need to be seen, heard and understood. The key word is empathy. Empathy means the ability to sense another person’s emotions, reflect them and understand their actions.
The good news: empathy can be learned. Empathic behavior develops through four clear stages – focus, perception, creativity and courage.
Learn how empathy works, how to create the right conditions for empathic action, and how to positively influence even the most challenging situations to achieve outstanding encounter quality.
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Das beste Anderssein ist Bessersein
How customer enthusiasm succeeds
Today, lasting success depends on the ability to inspire customers through outstanding service and exceptional encounter quality. Customer enthusiasm has become the most important differentiating factor in the market.
This book provides a practical guide to sustainable customer loyalty – turning a company promise into a tangible customer experience.
BÜCHER
Das Leben. Ein bunter Hund.
What really matters
Freedom or career, friendship or style, money or faith, health or love – or all of it, or none at all? Life offers more than one answer.
Sabine Hübner and Carsten K. Rath explore life’s truly important questions, sharing their own reflections without claiming universal truths. Instead, they invite readers to reflect for themselves: What makes me happy? Who do I work for? What do I believe in?
A thoughtful, humorous and inspiring journey of self-discovery through contemporary life.
BÜCHER
30 Minutes – Kundenservice
Service in organizations
On average, German companies lose 50% of their customers within five years – yet replacing a lost customer can cost up to 600% more. Good service, however, generates revenue without excessive cost.
Learn how friendly, service-oriented behavior can significantly contribute to your company’s success.
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