Managing knock your socks off service / Chip R. Bell and Ron Zemke ; illustrations by John Bush.
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Year of Publication: | 2007 |
Edition: | 2nd ed. / |
Language: | English |
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Physical Description: | viii, 232 p. :; ill. |
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(MiAaPQ)5001043624 (Au-PeEL)EBL1043624 (CaPaEBR)ebr10196215 (CaONFJC)MIL112802 (OCoLC)922904009 |
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Bell, Chip R. Managing knock your socks off service [electronic resource] / Chip R. Bell and Ron Zemke ; illustrations by John Bush. 2nd ed. / revisions by Chip R. Bell and Dave Zielinski. 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. Customer services. Electronic books. Zemke, Ron. Zielinski, David. ProQuest (Firm) https://ebookcentral.proquest.com/lib/oeawat/detail.action?docID=1043624 Click to View |
language |
English |
format |
Electronic eBook |
author |
Bell, Chip R. |
spellingShingle |
Bell, Chip R. Managing knock your socks off service 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. |
author_facet |
Bell, Chip R. Zemke, Ron. Zielinski, David. ProQuest (Firm) ProQuest (Firm) |
author_variant |
c r b cr crb |
author2 |
Zemke, Ron. Zielinski, David. ProQuest (Firm) |
author2_variant |
r z rz d z dz |
author2_role |
TeilnehmendeR TeilnehmendeR TeilnehmendeR |
author_corporate |
ProQuest (Firm) |
author_sort |
Bell, Chip R. |
title |
Managing knock your socks off service |
title_full |
Managing knock your socks off service [electronic resource] / Chip R. Bell and Ron Zemke ; illustrations by John Bush. |
title_fullStr |
Managing knock your socks off service [electronic resource] / Chip R. Bell and Ron Zemke ; illustrations by John Bush. |
title_full_unstemmed |
Managing knock your socks off service [electronic resource] / Chip R. Bell and Ron Zemke ; illustrations by John Bush. |
title_auth |
Managing knock your socks off service |
title_new |
Managing knock your socks off service |
title_sort |
managing knock your socks off service |
publisher |
AMACOM, |
publishDate |
2007 |
physical |
viii, 232 p. : ill. |
edition |
2nd ed. / |
contents |
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. |
callnumber-first |
H - Social Science |
callnumber-subject |
HF - Commerce |
callnumber-label |
HF5415 |
callnumber-sort |
HF 45415.5 B436 42007 |
genre |
Electronic books. |
genre_facet |
Electronic books. |
url |
https://ebookcentral.proquest.com/lib/oeawat/detail.action?docID=1043624 |
illustrated |
Illustrated |
dewey-hundreds |
600 - Technology |
dewey-tens |
650 - Management & public relations |
dewey-ones |
658 - General management |
dewey-full |
658.8/12 |
dewey-sort |
3658.8 212 |
dewey-raw |
658.8/12 |
dewey-search |
658.8/12 |
oclc_num |
922904009 |
work_keys_str_mv |
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status_str |
n |
ids_txt_mv |
(MiAaPQ)5001043624 (Au-PeEL)EBL1043624 (CaPaEBR)ebr10196215 (CaONFJC)MIL112802 (OCoLC)922904009 |
is_hierarchy_title |
Managing knock your socks off service |
author2_original_writing_str_mv |
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fullrecord |
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