NEW 4th EDITION Good Service is Good Business: 7 Simple Strategies for Success Catherine DeVrye Boost your bottom line and staff morale with these practical and simple to implement ideas. After the initial success of the #1 best-seller in Australia and Taiwan; here's the new 4th edition of Good Service is Good Business. First published by Prentice Hall/Pearson as part of the Australian Institute of Management series, Catherine DeVrye's wisdom has stood the test of time. She has now updated and condensed sometimes complicated concepts into common sense that you can easily translate into common practice. Written by the former Australian Executive Woman of the Year, this updated version will help you achieve tangible results. Easy-to-read, with relevant facts, anecdotes and case studies, you'll readily see the power of these seven proven S.E.R.V.I.C.E strategies for success: S elf-esteem E xceed expectations R ecover V ision I mprove C are E mpowerment It will help your organization-large or small-to become a service leader, like hundreds of DeVrye's clients such as American Express, Mercedes Benz, 3M, Ernst & Young, Tourism Council, Westpac Bank, Education Department, who comment: ...'We had an all time record year and I am confident you contributed to this' ...'A lively jargon-free short read that will give long-term benefits' ...Sowed the seed of change...will result in a 40-50% improvement in productivity.' 'This book by an Australian author clearly demonstrates that service excellence knows no global bounds.' Karl Albrecht, author of Service America Turn best practice into everyday practice to give your profits and reputation a boost

'Hope as My Compass' is a best-selling memoir set in Canada and Australia...a stranger than fiction, true life story nominated for the National Biography Prize. On the cover, Bryce Courtenay says: 'story of hope and perseverance-when's the movie?' Starting life in an orphanage in Calgary, Catherine DeVrye was adopted by loving parents. When she was twenty-one, they both died of cancer, within a year of each other. An only child, Catherine packed her bags for a 3-month working holiday in Australia, arriving jobless and near penniless... This led to a life-long journey to find her place in the world, as she waited tables, taught school, worked on a mine site and as a senior public servant. She then joined IBM with postings to Tokyo, Hong Kong and New York. Named Australian Executive Woman of the Year, Catherine found herself dining with princes, prime ministers and Olympic athletes. She'd cycled over the Andes, dived with sharks and climbed Mt. Kilimanjaro. Yet, still something was missing. So, eventually Catherine decided to search for her biological parents. And that's when her adventures really began...as she saw her birth father inducted into the Rodeo Hall of Fame. If you've ever felt alone and hopeless, laugh and cry through Catherine's story and become more empowered to turn your own stumbling blocks into stepping-stones. Catherine DeVrye is based in Sydney and travels the world sharing her life experiences as a conference speaker. A percentage of all royalties go to the Salvation Army who cared for the author as a baby. Please note that this e-book was first published by Random House Australia as 'Who Says I Can't' and then McArthur Press in Canada as 'Serendipity Road'

'Information in this book can lead you on the road to success.' So commented the late Sir Edmund Hillary, first man to conquer Everest: This book is for you if: -You want to reach your personal summit of success; however you define it in your own heart -You sometimes make mountains out of molehills -You want better balance between your professional and personal life -You need a boost of common sense, perspective and inspiration in times of change Catherine DeVrye has written another best-seller that offers encouragement to everyone in the workplace today. The easy to read format contains powerful quotes that have been expanded into stories of 52 punchy chapters; with a motivational message for every week of the year. It's a book you can dip into for a short time to gain long-term benefits and inspiration for both your organization and yourself. Written for today's busy person, it contains timeless words of wisdom in a contemporary context. Originally released by Allen & Unwin, Australia's largest independent publisher and translated into numerous languages, the collection of modern day business philosophy will inspire the reader with ideas to impact and improve their professional and personal lives; ideas which touch the heart and the head; ideas which will help you make your life worth living as your living is being made. New York Times best-selling author of 'Chicken Soup for the Soul', Jack Canfield, says: 'Full of inspiration, valuable insights and useful information-vitamins for my mind and soul...everyone will benefit from a daily dose.' SAMPLE CHAPTER HEADINGS -Change our ways of thinking and think of ways of changing -Minds are like parachutes-dangerous if not kept open -Make your life worth living as your living is being made -The best customer relations is not to treat your customers like your relations -The opportunity of a lifetime must be grasped within the lifetime of that opportunity -Life is like a 21 speed bicycle-most of us have gears we never use' -The man who swims against the tide knows the strength of it -The world expects results. Don't tell them about the labor pains. Show them the baby -You can't drive into the future if you're looking into a rear vision mirror -The only person who got everything done by Friday was Robinson Crusoe -Everyday above the ground is a good one -Change is inevitable. Learning from change is optional -It's not what it costs to learn but what it costs to not learn -If you travel a path with no obstacles, it probably doesn't lead anywhere -The most important things in life aren't things -Rather than close a sale, open a relationship -Customers don't care how much you know until they know how much you -When faced with a choice and don't make it, that in itself is a choice -The only person who welcomes change is a wet baby -It's not the mountain we conquer but ourselves -The 6 most expensive words are 'we've always done it that way' -You can't take care of your customers if you don't take care of yourself -Do what you believe in. Believe in what you do' -Create your own tomorrows with your thoughts and actions today. About the author: This book is written in the same easy to read and lively style which had the author's first book #1 on the Australian and Taiwanese best seller list. Catherine DeVrye, former Australian Executive Woman of the Year, is a leading global speaker on customer service and managing change and has presented on 5 continents to Fortune 500 clients, small businesses and government organizations. Her delightfully humorous approach to presenting serious content has earned repeat business amongst clients such as American Express, AT&T, Australian Tourism, Coca-Cola, Ernst & Young, 3M, Mercedes, Qantas, Red Cross, Royal Australian Airforce, World Triathlon Championships. Further information on www.greatmotivation.com

If you've ever thought that you're the only one who truly cares about service and you're not sure how to maintain momentum in your organization, 'The Customer Service Zoo' may be just what you need to look at things with a fresh perspective. It's an easy to read parable with a light hearted approach to the perennial challenges of customer service; told with the charm and experience of Australia's most recognized customer expert. Along similar lines to 'Who Moved My Cheese' or 'Fish, it encourages you to look creatively at customer issues; while still looking after yourself. Feeling uninspired while preparing a customer service strategy, a father reluctantly takes his daughter to the zoo. The animal antics trigger a brainstorming journey, where his seemingly childlike thoughts convincingly come together. The lessons learned, as the story unfolds, are captured in an A-Z of simple and memorable animal analogies. It's for anyone who has direct or indirect customer contact. Originally released by Allen & Unwin, Australia's largest independent publisher, it's been translated into numerous languages. Les Galbraith Vice President American Express Travel 'An excellent reference for leaders amidst today's demanding work life' Peter Weisner Manager Sales Mercedes Benz 'Original as well as effective' Tony Jollye Australian Institute of Management 'Characteristics that good managers may well take to heart''

Japan-An A-Z Guide is your guide to living, working and traveling in Japan-or doing business with the Japanese. With over 70 alphabetical listings, the book will guide you through all aspects of Japanese life-from catching bullet trains and office etiquette to eating sushi and karaoke singing Written by one-time Australian Executive Woman of the Year, the book draws on examples from the author's own experience-and is a practical and personal approach. It is an easy to read essential guide to dealing successfully with the Japanese in business, day to day living and play. Although first published some years ago when the author lived in Tokyo, most of the information (apart from regulatory details) is as relevant today as it was then. It is easy-to-read, with relevant facts, amusing anecdotes and case studies and you'll readily see the power of DeVrye's common sense approach. Presented in an easy to read format, with chapter headings, listed alphabetically, that you can readily refer to, you'll learn the basics of: A ccommodation, allowance & automobiles B anking, bowing and baseball C ommunication and useful phrases D eath, decisions and discretion... ...Z aibatsu and a zillion other tricks for new players