Managing knock your socks off service
By: by Chip R. Bell and Ron Zemke
Contributors: Zemke, Ron
Edition: Third Edition.
Publisher: AMACOM - American Management Association
Published: 2013
Place of publication: New York
Language: eng
Number of pages: 237
ISBN-13: 9780814432044
Copyright date: 2013
Subjects: Customer services
Notes: Includes bibliographical references (pages 225-227) and index.
Table of contents: title: Preface; title: Thanks; title: Imperative 1: find and retain quality people; title: Recruit creatively and hire carefully; title: Keeping your best and brightest; title: Why customer satisfaction isn't enough; title: Listening is a contact sport; title: A complaining customer is your best friend; title: Little things mean a lot; title: Learning from lost customers; title: The power of a service strategy; title: Getting your vision down on paper; title: Service standards build consistency; title: Effort : the achilles heel of customer experience; title: Making service delivery processes "happy"; title: Measure and manage from the customer's point of view; title: Serving online : when clicks replace bricks; title: Add magic : creating the unpredictable and unique; title: Make recovery a point of pride; title: Start on day one (when their hearts and minds are malleable); title: Training creates competence, confidence and commitment to customers; title: Thinking and acting like a coach; title: Fostering responsible freedom; title: Removing the barriers to empowerment; title: Inspiring passion for the customer; title: Recognition and reward: fueling the fires of service success; title: Feedback : breakfast, lunch and dinner of champions; title: The art of interpersonal feedback; title: Incenting great service; title: Celebrate success; title: Great service leaders foster trust; title: Great service leadership in action; title: Index; title: About the authors.