Managing knock your socks off service:
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York
AMACOM
c2007
|
| Edition: | 2nd ed. , revisions by Chip R. Bell and Dave Zielinski |
| Subjects: | |
| Item Description: | Includes bibliographical references and index |
| Physical Description: | viii, 232 p. |
| ISBN: | 0814473687 9780814473689 |
Staff View
MARC
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| 100 | 1 | |a Bell, Chip R. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Managing knock your socks off service |c Chip R. Bell and Ron Zemke ; illustrations by John Bush |
| 250 | |a 2nd ed. , revisions by Chip R. Bell and Dave Zielinski | ||
| 264 | 1 | |a New York |b AMACOM |c c2007 | |
| 300 | |a viii, 232 p. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 505 | 0 | |a 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 | |
| 650 | 4 | |a Customer services | |
| 650 | 0 | 7 | |a Kundenorientierung |0 (DE-588)4316837-1 |2 gnd |9 rswk-swf |
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| 689 | 0 | |8 1\p |5 DE-604 | |
| 700 | 1 | |a Zemke, Ron |e Sonstige |4 oth | |
| 700 | 1 | |a Zielinski, David |e Sonstige |4 oth | |
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-029575777 | ||
| 883 | 1 | |8 1\p |a cgwrk |d 20201028 |q DE-101 |u https://d-nb.info/provenance/plan#cgwrk | |
Record in the Search Index
| _version_ | 1804177285350162432 |
|---|---|
| any_adam_object | |
| author | Bell, Chip R. |
| author_facet | Bell, Chip R. |
| author_role | aut |
| author_sort | Bell, Chip R. |
| author_variant | c r b cr crb |
| building | Verbundindex |
| bvnumber | BV044168932 |
| collection | ZDB-30-PAD ZDB-30-PBE |
| 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 |
| ctrlnum | (ZDB-30-PAD)EBC1043624 (ZDB-89-EBL)EBL1043624 (OCoLC)162145671 (DE-599)BVBBV044168932 |
| 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 | 2nd ed. , revisions by Chip R. Bell and Dave Zielinski |
| format | Electronic eBook |
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| id | DE-604.BV044168932 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:45:39Z |
| institution | BVB |
| isbn | 0814473687 9780814473689 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-029575777 |
| oclc_num | 162145671 |
| open_access_boolean | |
| physical | viii, 232 p. |
| psigel | ZDB-30-PAD ZDB-30-PBE |
| publishDate | 2007 |
| publishDateSearch | 2007 |
| publishDateSort | 2007 |
| publisher | AMACOM |
| record_format | marc |
| spelling | Bell, Chip R. Verfasser aut Managing knock your socks off service 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. txt rdacontent c rdamedia cr rdacarrier 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 Customer services Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 s 1\p DE-604 Zemke, Ron Sonstige oth Zielinski, David Sonstige oth 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| 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 Customer services 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 ; illustrations by John Bush |
| title_fullStr | Managing knock your socks off service Chip R. Bell and Ron Zemke ; illustrations by John Bush |
| title_full_unstemmed | Managing knock your socks off service Chip R. Bell and Ron Zemke ; illustrations by John Bush |
| title_short | Managing knock your socks off service |
| title_sort | managing knock your socks off service |
| topic | Customer services Kundenorientierung (DE-588)4316837-1 gnd |
| topic_facet | Customer services Kundenorientierung |
| work_keys_str_mv | AT bellchipr managingknockyoursocksoffservice AT zemkeron managingknockyoursocksoffservice AT zielinskidavid managingknockyoursocksoffservice |