Actions for Managing knock your socks off service

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

Author
Bell, Chip R.
Published
New York : AMACOM - American Management Association, [2013]
Copyright Date
©2013
Edition
Third Edition.
Physical Description
1 online resource
Additional Creators
Zemke, Ron
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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.
Summary
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.
Subject(s)
Genre(s)
ISBN
9780814432051 (ebook)
0814432050
0814432042
9780814432044
Digital File Characteristics
text file
Bibliography Note
Includes bibliographical references (pages 225-227) and index.
Copyright Note
Copyright © AMACOM 2013 2013
View MARC record | catkey: 37428850