Managing knock your socks off service /:
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'...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Weitere Verfasser: | , |
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
New York :
AMACOM,
©2007.
|
| Ausgabe: | 2nd ed. / |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | 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 |
| Beschreibung: | 1 online resource (viii, 232 pages) : illustrations |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9780814400517 0814400515 9786611128029 6611128026 1281128023 9781281128027 |
Internformat
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| 100 | 1 | |a Bell, Chip R. |1 https://id.oclc.org/worldcat/entity/E39PCjCrTR9rPXtDHJF6k7QC33 |0 http://id.loc.gov/authorities/names/n79080524 | |
| 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. / |b revisions by Chip R. Bell and Dave Zielinski. | ||
| 260 | |a New York : |b AMACOM, |c ©2007. | ||
| 300 | |a 1 online resource (viii, 232 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
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| 504 | |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. | |
| 588 | 0 | |a Print version record. | |
| 520 | |a 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 | ||
| 546 | |a English. | ||
| 650 | 0 | |a Customer services. |0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer services |2 fast | |
| 700 | 1 | |a Zemke, Ron. |1 https://id.oclc.org/worldcat/entity/E39PBJrRg9P6fxGyjdqBvpkCcP |0 http://id.loc.gov/authorities/names/n80110217 | |
| 700 | 1 | |a Zielinski, David. |1 https://id.oclc.org/worldcat/entity/E39PCjth4c7qwWyCDjV3rcTpGd |0 http://id.loc.gov/authorities/names/n88268636 | |
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| 776 | 0 | 8 | |i Print version: |a Bell, Chip R. |t Managing knock your socks off service. |b 2nd ed. |d New York : AMACOM, ©2007 |z 0814473687 |z 9780814473689 |w (DLC) 2006032974 |w (OCoLC)72798792 |
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|---|---|
| _version_ | 1816881651056115712 |
| adam_text | |
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| author | Bell, Chip R. |
| author2 | Zemke, Ron Zielinski, David |
| author2_role | |
| author2_variant | r z rz d z dz |
| author_GND | http://id.loc.gov/authorities/names/n79080524 http://id.loc.gov/authorities/names/n80110217 http://id.loc.gov/authorities/names/n88268636 |
| author_facet | Bell, Chip R. Zemke, Ron Zielinski, David |
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| collection | ZDB-4-EBA |
| 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 | (OCoLC)162145671 |
| 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. / |
| format | Electronic eBook |
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| id | ZDB-4-EBA-ocn162145671 |
| illustrated | Illustrated |
| indexdate | 2024-11-27T13:16:06Z |
| institution | BVB |
| isbn | 9780814400517 0814400515 9786611128029 6611128026 1281128023 9781281128027 |
| language | English |
| oclc_num | 162145671 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource (viii, 232 pages) : illustrations |
| psigel | ZDB-4-EBA |
| publishDate | 2007 |
| publishDateSearch | 2007 |
| publishDateSort | 2007 |
| publisher | AMACOM, |
| record_format | marc |
| spelling | Bell, Chip R. https://id.oclc.org/worldcat/entity/E39PCjCrTR9rPXtDHJF6k7QC33 http://id.loc.gov/authorities/names/n79080524 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, ©2007. 1 online resource (viii, 232 pages) : illustrations text txt rdacontent computer c rdamedia online resource cr rdacarrier polychrome. rdacc http://rdaregistry.info/termList/RDAColourContent/1003 text file rdaft http://rdaregistry.info/termList/fileType/1002 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. Print version record. 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 English. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Customer services fast Zemke, Ron. https://id.oclc.org/worldcat/entity/E39PBJrRg9P6fxGyjdqBvpkCcP http://id.loc.gov/authorities/names/n80110217 Zielinski, David. https://id.oclc.org/worldcat/entity/E39PCjth4c7qwWyCDjV3rcTpGd http://id.loc.gov/authorities/names/n88268636 has work: Managing knock your socks off service (Text) https://id.oclc.org/worldcat/entity/E39PCFwxfY7HJ7rbFFxMxcRKYd https://id.oclc.org/worldcat/ontology/hasWork Print version: Bell, Chip R. Managing knock your socks off service. 2nd ed. New York : AMACOM, ©2007 0814473687 9780814473689 (DLC) 2006032974 (OCoLC)72798792 FWS01 ZDB-4-EBA FWS_PDA_EBA https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=191895 Volltext |
| 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. http://id.loc.gov/authorities/subjects/sh85034965 Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Customer services fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85034965 |
| 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. http://id.loc.gov/authorities/subjects/sh85034965 Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Customer services fast |
| topic_facet | Customer services. Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. Customer services |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=191895 |
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