Managing knock your socks off service / by Chip R. Bell and Ron Zemke.
Material type:![Text](/opac-tmpl/lib/famfamfam/BK.png)
- text
- computer
- online resource
- 9780814432051
- 0814432050
- 658.8/12 23
- HF5415.5
Item type | Home library | Collection | Call number | Materials specified | Status | Date due | Barcode | |
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OPJGU Sonepat- Campus | E-Books EBSCO | Available |
Includes bibliographical references (pages 225-227) and index.
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.
Description based on print version record.
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.
Copyright © AMACOM 2013 2013
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