Coverart for item
The Resource Managing knock your socks off service, Chip R. Bell and Ron Zemke ; illustrations by John Bush

Managing knock your socks off service, Chip R. Bell and Ron Zemke ; illustrations by John Bush

Label
Managing knock your socks off service
Title
Managing knock your socks off service
Statement of responsibility
Chip R. Bell and Ron Zemke ; illustrations by John Bush
Creator
Contributor
Subject
Genre
Language
eng
Summary
In today's high-speed economy, the organizations that come out on top are those that service customers best. Serve customers ""about as good as anybody else"" and you wont be serving them for long! Serve them with distinction, and they will be customers for life. Today's customer demands service that is above the norm ... service that makes its mark in their minds and hearts. The 2nd edition of ""Managing Knock Your Socks Off Service"" has been revamped with new examples, new stories, new research and new chapters to share with readers how they can successfully create world-class service in the
Member of
Cataloging source
N$T
http://library.link/vocab/creatorName
Bell, Chip R
Dewey number
658.8/12
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.B436 2007eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
  • Zemke, Ron
  • Zielinski, David
http://library.link/vocab/subjectName
  • Customer services
  • BUSINESS & ECONOMICS
  • Customer services
Label
Managing knock your socks off service, Chip R. Bell and Ron Zemke ; illustrations by John Bush
Instantiates
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
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
Control code
162145671
Dimensions
unknown
Edition
  • 2nd ed. /
  • revisions by Chip R. Bell and Dave Zielinski.
Extent
1 online resource (viii, 232 pages)
File format
unknown
Form of item
online
Isbn
9786611128029
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
http://library.link/vocab/ext/overdrive/overdriveId
cl0500000017
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)162145671
Label
Managing knock your socks off service, Chip R. Bell and Ron Zemke ; illustrations by John Bush
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
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
Control code
162145671
Dimensions
unknown
Edition
  • 2nd ed. /
  • revisions by Chip R. Bell and Dave Zielinski.
Extent
1 online resource (viii, 232 pages)
File format
unknown
Form of item
online
Isbn
9786611128029
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
http://library.link/vocab/ext/overdrive/overdriveId
cl0500000017
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)162145671

Library Locations

    • Thomas Jefferson LibraryBorrow it
      1 University Blvd, St. Louis, MO, 63121, US
      38.710138 -90.311107
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