Managing knock your socks off service / / Chip R. Bell and Ron Zemke ; illustrations by John Bush

• Record Nr.: UNINA9910829109603321
• Autore: Bell Chip R
• Pubbl/distr/stampa: New York, : AMACOM, c2007
• ISBN: 1-281-12802-3; 9786611128029; 0-8144-0051-5
• Edizione: [2nd ed. /]
• Descrizione fisica: viii, 232 p. : ill
• Altri autori (Persone): ZemkeRon; ZielinskiDavid
• Disciplina: 658.8/12
• Soggetti: Customer services
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Note generali: Title from title screen.
• Nota di bibliografia: Includes bibliographical references and index.
• Nota di contenuto: 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.
• Sommario/riassunto: 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.