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Managing knock your socks off service / Chip R. Bell and Ron Zemke ; illustrations by John Bush.
- Format:
- Book
- Author/Creator:
- Bell, Chip R.
- Language:
- English
- Subjects (All):
- Customer services.
- Physical Description:
- viii, 232 p. : ill.
- Edition:
- 2nd ed. / revisions by Chip R. Bell and Dave Zielinski.
- Place of Publication:
- New York : AMACOM, c2007.
- Language Note:
- English
- Summary:
- Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: find and retain service-oriented people; get to know customers intimately; build a service vision; train and coach; create and maintain a service management process that aligns people, systems, and customers; involve and empower employees; recognize and reward good performance.
- Contents:
- 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.
- Notes:
- Title from title screen.
- Includes bibliographical references and index.
- Digitized and made available by: Books24x7.com.
- ISBN:
- 9786611128029
- 9781281128027
- 1281128023
- 9780814400517
- 0814400515
- OCLC:
- 922904009
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