Fabled service : ordinary acts, extraordinary outcomes
著者
書誌事項
Fabled service : ordinary acts, extraordinary outcomes
（Warren Bennis executive briefing series）（The Jossey-Bass business & management series）
Jossey-Bass Publishers, 1997
1st paperback ed
- : pbk
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注記
Originally published: Pfeiffer
Includes bibliographical references (p. 125) and index
内容説明・目次
内容説明
Develop standard-setting customer service!
Based on the best-selling book Fabled Service by BetsySanders!
This program will help you develop exceptional customer servicethat puts your organization above your competition. InspiringFabled Service helps you assess your needs and select activities toimprove weak areas in your current customer service.
Teach others vital customer service skills, such as how to:
* Positively represent the organization
* Satisfy customers so they will buy the product or service
* Encourage customers to return
* Understand what motivates people and initiates action
* Solve problems immediately and effectively... and more!
Simply written, this program includes all necessary materials tocreate results-oriented, customized customer service training. ATrainer's Guide includes specific direction for administering theCustomer Service Survey, which assesses individual strengths andweaknesses in three learning areas: understanding him or herselfand others; planning for results; and product/service knowledge.The Guide also includes 12 prepared activities that correspond withthe three learning areas. Using results from the survey, you chooseactivities that will help your group improve in its weaker areas.Each activity specifies goals, materials needed, time required,physical setting, and process (including questions to help youreview what was learned and help people understand what can beapplied to every day situations).
You will need to order a Participant Workbook for each personinvolved in the training. The Workbook includes a copy of thesurvey and participant materials for each activity.
Create great service that gets customers talking!
目次
Foreword
Introduction
1. The Road to Fabled Service
2.Fabled Service is a Way of Life
3. Fabled Service is Defined by the Customer
4.Fabled Service is Everyone's Job
5. Fabled Service is Designed into the System
6. Fabled Service is Inseparable from Integrity
7. Fabled Service is Empowered by Leadership
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