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Managing knock your socks off service /
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM - American Management Association,
[2013]
|
| Edición: | Third Edition. |
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Bell, Chip R. | |
| 245 | 1 | 0 | |a Managing knock your socks off service / |c by Chip R. Bell and Ron Zemke. |
| 250 | |a Third Edition. | ||
| 264 | 1 | |a New York : |b AMACOM - American Management Association, |c [2013] | |
| 264 | 4 | |c ©2013 | |
| 300 | |a 1 online resource | ||
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| 504 | |a Includes bibliographical references (pages 225-227) and index. | ||
| 505 | 0 | |a Preface -- Thanks -- Imperative 1: find and retain quality people -- Recruit creatively and hire carefully -- Keeping your best and brightest -- Why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- Little things mean a lot -- Learning from lost customers -- The power of a service strategy -- Getting your vision down on paper -- Service standards build consistency -- Effort : the achilles heel of customer experience -- Making service delivery processes "happy" -- Measure and manage from the customer's point of view -- Serving online : when clicks replace bricks -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence and commitment to customers -- Thinking and acting like a coach -- Fostering responsible freedom -- Removing the barriers to empowerment -- Inspiring passion for the customer -- Recognition and reward: fueling the fires of service success -- Feedback : breakfast, lunch and dinner of champions -- The art of interpersonal feedback -- Incenting great service -- Celebrate success -- Great service leaders foster trust -- Great service leadership in action -- Index -- About the authors. | |
| 588 | |a Description based on print version record. | ||
| 520 | |a The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas. | ||
| 542 | |f Copyright © AMACOM 2013 |g 2013 | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer services. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer services. |2 fast |0 (OCoLC)fst00885545 | |
| 700 | 1 | |a Zemke, Ron. | |
| 776 | 0 | 8 | |i Print version: |t Managing knock your socks off service |d New York : AMACOM - American Management Association, [2013] |z 9780814432044 |w (DLC) 2012034663 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9780814432044/?ar |z Texto completo (Requiere registro previo con correo institucional) |
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