Managing knock your socks off service
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 proce...
| Autor principal: | |
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| Otros Autores: | , |
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM
c2007.
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| Edición: | 2nd ed |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009755087806719 |
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.
