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Managing knock your socks off service

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Managing knock your socks off service/ Chip R. Bell and Ron Zemke ; illustrations by John Bush.
Author:	Bell, Chip R.
other author:	Zielinski, David.
Published:	New York :AMACOM, : c2007.,
Description:	viii, 232 p. :ill. :
Subject:	Customer services. -
Online resource:	Click to View

Managing knock your socks off service
Bell, Chip R.

Managing knock your socks off service[electronic resource] /Chip R. Bell and Ron Zemke ; illustrations by John Bush. - 2nd ed. / - New York :AMACOM,c2007. - viii, 232 p. :ill.

Includes bibliographical references and index.

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.

Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.

Subjects--Topical Terms:

568463
Customer services.
Index Terms--Genre/Form:

554714
Electronic books.

LC Class. No.: HF5415.5 / .B436 2007

Dewey Class. No.: 658.8/12

Managing knock your socks off service
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245 1 0 $a Managing knock your socks off service $h [electronic resource] / $c Chip R. Bell and Ron Zemke ; illustrations by John Bush.
250 $a 2nd ed. / $b revisions by Chip R. Bell and Dave Zielinski.
260 $a New York : $b AMACOM, $c c2007.
300 $a viii, 232 p. : $b ill.
504 $a Includes bibliographical references and index.
505 0 $a 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.
533 $a Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
650 0 $a Customer services. $3 568463
655 4 $a Electronic books. $2 local $3 554714
700 1 $a Zielinski, David. $3 568464
700 1 $a Zemke, Ron. $3 568440
710 2 $a ProQuest (Firm) $3 1133097
856 4 0 $u https://ebookcentral.proquest.com/lib/nfu/detail.action?docID=1043624 $z Click to View