The Resource Managing knock your socks off service, Chip R. Bell and Ron Zemke ; illustrations by John Bush, (electronic resource)

Managing knock your socks off service, Chip R. Bell and Ron Zemke ; illustrations by John Bush, (electronic resource)

Label
Managing knock your socks off service
Title
Managing knock your socks off service
Statement of responsibility
Chip R. Bell and Ron Zemke ; illustrations by John Bush
Creator
Contributor
Provider
Subject
Language
eng
Cataloging source
CaPaEBR
http://library.link/vocab/creatorName
Bell, Chip R
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.B436 2007eb
Literary form
non fiction
Nature of contents
  • standards specifications
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
  • Zemke, Ron
  • Zielinski, David
  • ebrary
http://library.link/vocab/subjectName
Customer services
Label
Managing knock your socks off service, Chip R. Bell and Ron Zemke ; illustrations by John Bush, (electronic resource)
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Color
multicolored
Contents
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
Dimensions
unknown
Edition
  • 2nd ed. /
  • revisions by Chip R. Bell and Dave Zielinski.
Extent
viii, 232 p.
Form of item
electronic
Other physical details
ill.
Specific material designation
remote
System control number
  • (OCoLC)162145671
  • (CaPaEBR)ebr10196215
Label
Managing knock your socks off service, Chip R. Bell and Ron Zemke ; illustrations by John Bush, (electronic resource)
Publication
Bibliography note
Includes bibliographical references and index
Color
multicolored
Contents
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
Dimensions
unknown
Edition
  • 2nd ed. /
  • revisions by Chip R. Bell and Dave Zielinski.
Extent
viii, 232 p.
Form of item
electronic
Other physical details
ill.
Specific material designation
remote
System control number
  • (OCoLC)162145671
  • (CaPaEBR)ebr10196215

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