Coaching knock your socks off service
| Otros Autores: | , |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
New York, New York :
AMACOM
1997.
|
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009634679606719 |
Tabla de Contenidos:
- ""Cover""; ""Title""; ""Copyright""; ""Contents""; ""Acknowledgments""; ""Introduction: The World of the Customer Service Coach""; ""1 Thinking and Acting Like a Coach""; ""From Boss to Coach""; ""The Content of Coaching""; ""The Importance of Preparation""; ""Coach as Performance Problem Solver""; ""The Dreaded Reprimand""; ""2 Skills of the Knock Your Socks Off Service Coach""; ""Gathering Data""; ""Cautions""; ""Providing Feedback""; ""Display Feedback""; ""Troubleshooting Your Display Feedback System""; ""Interpersonal Feedback""; ""Questioning""; ""Listening Helps""
- ""Informing and Instructing""""Providing Positive Reinforcement""; ""Lasting Value""; ""3 ""Welcome to the Teaml"" Coaching the New Employee""; ""Getting Off on the Right Foot""; ""The Disney Approach""; ""Step 1: Welcoming""; ""Step 2: Orientation""; ""Listening to the New Employee""; ""The Expectations Discussion""; ""The Agenda""; ""Step 3: Training""; ""Training in What?""; ""Where Training Comes From""; ""Step 4: Transitioning""; ""When Training Is On-the-Job""; ""When Formal Training Is Available""; ""Welcome Them Back-and Help Them Apply What They've Learned""
- ""4 ""Nice Job, Charlenel"" Coaching for High Performance""""Situation 1: Charlene's Big Presentation""; ""Situation 2: Then There's Charlie""; ""Spot Incentives""; ""Spotlight the Performance""; ""Caution""; ""Job Well Done""; ""5 ""Can I Help?"" Coaching on the Run""; ""Coaching on the Run ... With Care""; ""Step 1: Observe First""; ""Step 2: Pick an Action""; ""Situation 1: The Case of the Cranky Guest""; ""Situation 2: The Case of the Confused Software Buyer""; ""Situation 3: The Case of the Screaming Mimi""; ""6 ""Help! I'm Stumped."" Coaching the Unsure Employee""
- ""Twenty Questions-Abbreviated""""The Hot Hand-Off Follow-Up""; ""7 ""This Could Be Tricky."" Coaching for Difficult Duty""; ""Situation 1: The Case of the Tardy Title Search""; ""Situation 2: The Case of the Icky Ice Cream""; ""8 ""Great Opportunity, Charliel"" Coaching for Special Situations""; ""What Constitutes a Growth Opportunity?""; ""Situation 1: The Senior Management Presentation""; ""Situation 2: The Case of the Assistant Coach""; ""9 The Coach's Nasty Nine""; ""Dr. Tom's Sure-Fire Coaching Conference""; ""Step 1: Position the Discussion""; ""Step 2: The Discussion""
- ""Step 3: Agree on a Course of Action""""Step 4: Set a Follow-Up Date""; ""Simple Performance Adjustments""; ""Getting the Rules Right: ""What Do You Mean You Comp'ed Everyone's Meal?""""; ""Situation 1: Charlie Gives Away the Store""; ""Situation 2: The Case of the Disputed Shipping Charges""; ""Coaching From Customer Reports: ""And the Survey Says ....""""; ""Situation 1: ""That Charlene, She Walks on Water!""""; ""Situation 2: ""You Ought a Fire That Charlene Bozo!""""; ""Situation 3: ""That Charlene Stinks. I'm Never Coming Back to This Stupid Restaurant Again. Signed, An Ex-Customer""""
- ""Situation 4: ""You People Really Stink! I Waited Forty Minutes for a Table, and Then When I Got One, the Friday Fish Fry Special Was All Sold Out.""""
