Managing knock your socks off service:
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York
AMACOM - American Management Association
2013
|
| Edition: | 3rd ed |
| Subjects: | |
| Online Access: | Volltext |
| Item Description: | Includes bibliographical references and index The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas Preface -- Thanks -- Imperative 1: find and retain quality people -- Recruit creatively and hire carefully -- Keeping your best and brightest -- Why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- Little things mean a lot -- Learning from lost customers -- The power of a service strategy -- Getting your vision down on paper -- Service standards build consistency -- Effort : the achilles heel of customer experience -- Making service delivery processes "happy" -- Measure and manage from the customer's point of view -- Serving online : when clicks replace bricks -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence and commitment to customers -- Thinking and acting like a coach -- Fostering responsible freedom -- Removing the barriers to empowerment -- Inspiring passion for the customer -- Recognition and reward: fueling the fires of service success -- Feedback : breakfast, lunch and dinner of champions -- The art of interpersonal feedback -- Incenting great service -- Celebrate success -- Great service leaders foster trust -- Great service leadership in action -- Index -- About the authors |
| Physical Description: | 1 Online-Ressource |
| ISBN: | 0814432050 9780814432051 9780814432044 0814432042 |
Staff View
MARC
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Record in the Search Index
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| author | Bell, Chip R. |
| author_facet | Bell, Chip R. |
| author_role | aut |
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| building | Verbundindex |
| bvnumber | BV042970478 |
| collection | ZDB-4-EBU |
| ctrlnum | (OCoLC)841909761 (DE-599)BVBBV042970478 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 3rd ed |
| format | Electronic eBook |
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| id | DE-604.BV042970478 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:14:06Z |
| institution | BVB |
| isbn | 0814432050 9780814432051 9780814432044 0814432042 |
| language | English |
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| physical | 1 Online-Ressource |
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| publishDate | 2013 |
| publishDateSearch | 2013 |
| publishDateSort | 2013 |
| publisher | AMACOM - American Management Association |
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| spelling | Bell, Chip R. Verfasser aut Managing knock your socks off service Chip R. Bell and Ron Zemke 3rd ed New York AMACOM - American Management Association 2013 1 Online-Ressource txt rdacontent c rdamedia cr rdacarrier Includes bibliographical references and index The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas Preface -- Thanks -- Imperative 1: find and retain quality people -- Recruit creatively and hire carefully -- Keeping your best and brightest -- Why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- Little things mean a lot -- Learning from lost customers -- The power of a service strategy -- Getting your vision down on paper -- Service standards build consistency -- Effort : the achilles heel of customer experience -- Making service delivery processes "happy" -- Measure and manage from the customer's point of view -- Serving online : when clicks replace bricks -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence and commitment to customers -- Thinking and acting like a coach -- Fostering responsible freedom -- Removing the barriers to empowerment -- Inspiring passion for the customer -- Recognition and reward: fueling the fires of service success -- Feedback : breakfast, lunch and dinner of champions -- The art of interpersonal feedback -- Incenting great service -- Celebrate success -- Great service leaders foster trust -- Great service leadership in action -- Index -- About the authors Business Customer satisfaction Customer services BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Wirtschaft Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 s 1\p DE-604 Zemke, Ron Sonstige oth http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=578699 Aggregator Volltext 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Bell, Chip R. Managing knock your socks off service Business Customer satisfaction Customer services BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Wirtschaft Kundenorientierung (DE-588)4316837-1 gnd |
| subject_GND | (DE-588)4316837-1 |
| title | Managing knock your socks off service |
| title_auth | Managing knock your socks off service |
| title_exact_search | Managing knock your socks off service |
| title_full | Managing knock your socks off service Chip R. Bell and Ron Zemke |
| title_fullStr | Managing knock your socks off service Chip R. Bell and Ron Zemke |
| title_full_unstemmed | Managing knock your socks off service Chip R. Bell and Ron Zemke |
| title_short | Managing knock your socks off service |
| title_sort | managing knock your socks off service |
| topic | Business Customer satisfaction Customer services BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Wirtschaft Kundenorientierung (DE-588)4316837-1 gnd |
| topic_facet | Business Customer satisfaction Customer services BUSINESS & ECONOMICS / Customer Relations Wirtschaft Kundenorientierung |
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