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The Resource Managing knock your socks off service, Chip R. Bell and Ron Zemke

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

Label
Managing knock your socks off service
Title
Managing knock your socks off service
Statement of responsibility
Chip R. Bell and Ron Zemke
Creator
Contributor
Subject
Language
eng
Cataloging source
DLC
Dewey number
658.8/12
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.B436 2007
Literary form
non fiction
Nature of contents
bibliography
Label
Managing knock your socks off service, Chip R. Bell and Ron Zemke
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Contents
Find and retain quality people -- Select slowly and hire carefully -- Paying attention to employee retention -- Keeping your best and brightest -- Know your customers intimately -- 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 focus down on paper -- A service vision statement sampler -- Service standardsbuild consistency -- Make your service delivery system ETDBW -- Bad systems stop good people -- Fix the system, then 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 -- 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 -- Empowerment is not a gift -- 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 -- The journey from boss to leader
Control code
BK0007017233
Dimensions
23 cm.
Edition
2nd ed. / revisions by Chip Bell and Dave Zielinski.
Extent
viii, 232 p.
Isbn
9780814473689
Isbn Type
: PAP
Lccn
2006032974
Other physical details
ill.
Label
Managing knock your socks off service, Chip R. Bell and Ron Zemke
Publication
Bibliography note
Includes bibliographical references and index
Contents
Find and retain quality people -- Select slowly and hire carefully -- Paying attention to employee retention -- Keeping your best and brightest -- Know your customers intimately -- 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 focus down on paper -- A service vision statement sampler -- Service standardsbuild consistency -- Make your service delivery system ETDBW -- Bad systems stop good people -- Fix the system, then 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 -- 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 -- Empowerment is not a gift -- 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 -- The journey from boss to leader
Control code
BK0007017233
Dimensions
23 cm.
Edition
2nd ed. / revisions by Chip Bell and Dave Zielinski.
Extent
viii, 232 p.
Isbn
9780814473689
Isbn Type
: PAP
Lccn
2006032974
Other physical details
ill.

Library Locations

    • HEPL Fishers LibraryBorrow it
      5 Municipal Drive, Fishers, IN, 46038, US
      39.960456 -86.01518
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