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03117nam a2200397 a 4500 |
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EBC1043624 |
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MiAaPQ |
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20200520144314.0 |
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061006s2007 nyua sb 001 0 eng |
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|z 2006032974
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|z 0814473687
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|z 9780814473689
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|a (MiAaPQ)EBC1043624
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|a MiAaPQ
|c MiAaPQ
|d MiAaPQ
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|a HF5415.5
|b .B436 2007
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|a 658.8/12
|2 22
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|a Bell, Chip R.
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|a Managing knock your socks off service
|h [electronic resource] /
|c Chip R. Bell and Ron Zemke ; illustrations by John Bush.
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| 250 |
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|a 2nd ed. /
|b revisions by Chip R. Bell and Dave Zielinski.
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| 260 |
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|a New York :
|b AMACOM,
|c c2007.
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| 300 |
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|a viii, 232 p. :
|b ill.
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| 504 |
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|a Includes bibliographical references and index.
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| 505 |
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|a Find and retain quality people -- Recruit creatively and hire carefully -- Paying attention to employee retention -- Keeping your best and brightest -- Know your customers intimately -- "Emotionalizing" the yardstick : why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- The binding power of customer trust -- Little things mean a lot -- Build a service vision -- The power of purpose -- Getting your vision down on paper -- A service vision statement sampler -- Standards and norms : delivering on the service promise -- Make your service delivery system ETDBW (easy to do business with) -- Bad systems undermine good people -- Fix the system, not the people -- Measure and manage from the customer's point of view -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride ... and a focal part of your system -- Reinventing your service system -- Train and coach -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence, and commitment to customers -- Making training stick -- Thinking and acting like a coach -- Involve and empower -- Fostering "responsible freedom" on the front lines -- Removing the barriers to empowerment -- Recognize, reward, and celebrate -- Recognition and reward : fueling the fires of service success -- Feedback : breakfast, lunch, and dinner of champions -- The art of interpersonal feedback -- Celebrate success -- Your most important management mission : set the tone and lead the way -- Manager-employee trust : ground zero for service quality -- Observation is more powerful than conversation -- Great service leadership in action.
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| 533 |
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|a Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
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| 650 |
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|a Customer services.
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| 655 |
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4 |
|a Electronic books.
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| 700 |
1 |
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|a Zemke, Ron.
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| 700 |
1 |
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|a Zielinski, David.
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| 710 |
2 |
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|a ProQuest (Firm)
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| 856 |
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|u https://ebookcentral.proquest.com/lib/matrademy/detail.action?docID=1043624
|z Click to View
|
