Managing knock your socks off service / by Chip R. Bell and Ron Zemke.

Author/creator Bell, Chip R.
Other author Zemke, Ron.
Format Electronic
EditionThird Edition.
Publication InfoNew York : AMACOM - American Management Association, [2013]
Descriptionxi, 237 pages : illustrations ; 23 cm
Supplemental ContentFull text available from Ebook Central - Public Library Complete
Subjects
Customer services.

Contents 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.
Bibliography noteIncludes bibliographical references (pages 225-227) and index.
Access restrictionAvailable only to authorized users.
Technical detailsMode of access: World Wide Web
Genre/formElectronic books.
LCCN 2012034663
ISBN9780814432044
ISBN0814432042
ISBNebook