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Autore: | Bell Chip R |
Titolo: | Managing knock your socks off service / / Chip R. Bell and Ron Zemke ; illustrations by John Bush |
Pubblicazione: | New York, : AMACOM, c2007 |
Edizione: | 2nd ed. / |
Descrizione fisica: | viii, 232 p. : ill |
Disciplina: | 658.8/12 |
Soggetto topico: | Customer services |
Altri autori: | ZemkeRon ZielinskiDavid |
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. |
Titolo autorizzato: | Managing knock your socks off service |
ISBN: | 1-281-12802-3 |
9786611128029 | |
0-8144-0051-5 | |
Formato: | Materiale a stampa |
Livello bibliografico | Monografia |
Lingua di pubblicazione: | Inglese |
Record Nr.: | 9910829109603321 |
Lo trovi qui: | Univ. Federico II |
Opac: | Controlla la disponibilità qui |