Managing knock your socks off service /

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In today's high-speed economy, the organizations that come out on top are those that service customers best. Serve customers ""about as good as anybody else"" and you wont be serving them for long! Serve them with distinction, and they will be customers for life. Today'...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Bell, Chip R.
Otros Autores: Zemke, Ron, Zielinski, David
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : AMACOM, ©2007.
Edición:2nd ed. /
Temas:
Customer services.
Service à la clientèle.
BUSINESS & ECONOMICS > Customer Relations.
Customer services
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

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