LEADER 03903nam 2200613 a 450 001 9910829109603321 005 20221206105040.0 010 $a1-281-12802-3 010 $a9786611128029 010 $a0-8144-0051-5 035 $a(CKB)1000000000366309 035 $a(CtWfDGI)bkb00019351 035 $a(SSID)ssj0000196994 035 $a(PQKBManifestationID)11198714 035 $a(PQKBTitleCode)TC0000196994 035 $a(PQKBWorkID)10154907 035 $a(PQKB)10798877 035 $a(Au-PeEL)EBL1043624 035 $a(CaPaEBR)ebr10196215 035 $a(CaONFJC)MIL112802 035 $a(OCoLC)922904009 035 $a(OCoLC)1398231288 035 $a(OCoLC-P)1398231288 035 $a(CaSebORM)9780814473689 035 $a(MiAaPQ)EBC1043624 035 $a(EXLCZ)991000000000366309 100 $a20061006d2007 uy 0 101 0 $aeng 135 $aurzn|||||| 181 $ctxt 182 $cc 183 $acr 200 10$aManaging knock your socks off service /$fChip R. Bell and Ron Zemke ; illustrations by John Bush 205 $a2nd ed. /$brevisions by Chip R. Bell and Dave Zielinski. 210 $aNew York $cAMACOM$dc2007 215 $aviii, 232 p. $cill 300 $aTitle from title screen. 311 $a0-8144-7368-7 320 $aIncludes bibliographical references and index. 327 $aFind 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. 330 $aRevamped 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. 606 $aCustomer services 615 0$aCustomer services. 676 $a658.8/12 700 $aBell$b Chip R$01614138 701 $aZemke$b Ron$01615901 701 $aZielinski$b David$01615902 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910829109603321 996 $aManaging knock your socks off service$93946317 997 $aUNINA