Managing knock your socks off service
著者
書誌事項
Managing knock your socks off service
AMACOM, c2007
2nd ed. / revisions by Chip R. Bell and Dave Zielinski
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注記
Includes index
内容説明・目次
内容説明
Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of "Managing Knock Your Socks Off Service" provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: find and retain service-oriented people; get to know customers intimately; build a service vision train and coach; create and maintain a service management process that aligns people, systems, and customers; involve and empower employees; and, recognize and reward good performance.Filled with examples from service standard-setters such as Fed-Ex, QVC, and others, "Managing Knock Your Socks Off Service" shows how to create great service on a day-to-day, real-time, every-time basis.
目次
Introduction Imperative 1: Find and Retain Quality People1.Select Slowly...and Hire Carefully2.Paying Attention to Employee Retention3.Keeping Your Best and Brightest Imperative 2: Know Your Customers Intimately4.Why Customer Satisfaction Isn't Enough (essentially new chap...2/3 new)5.Listening Is a Contact Sport6.A Complaining Customer Is Your Best Friend7.The Binding Power of Customer Trust (new chapter)8.Little Things Mean a LotImperative 3: Build a Service Vision9.The Power of Purpose10.Getting Your Focus Down on Paper11.A Service Vision Statement Sampler 12. Service Standards Build Consistency (new chapter)Imperative 4: Make Your Service Delivery System ETDBW13.Bad Systems Stop Good People14.Fix the System, Then the People 15.Measure and Manage from the Customer's Point of View16.Add Magic: Creating the Unpredictable and Unique (new title)17.Make Recovery a Point of Pride18. Reinventing Your Service System (originally chapter 30)Imperative 5: Train and Coach19. Start on Day One (When Their Hearts and Minds are Malleable)20. Training Creates Competence, Confidence and Commitment to Customers (new title)21. Making Training Stick22. Thinking and Acting Like a CoachImperative 6: Involve and Empower23. Empowerment Is Not a Gift24. Removing the Barriers to EmpowermentImperative 7: Recognize, Reward and Celebrate25. Recognition and Reward: Fueling the Fires of Service Success26. Feedback: Breakfast, Lunch and Dinner of Champions 27. The Art of Interpersonal Feedback 28. Celebrate SuccessImperative 8: Your Most Important Management Mission: Set the Tone and Lead the Way29. Manager-Employee Trust: Ground Zero for Service Quality (new chapter)30. Observation Is More Powerful than Conversation31. The Journey from Boss to Leader
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