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000393132 010__ $$z  2006032974
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000393132 035__ $$a(CaONFJC)MIL112802
000393132 035__ $$a(OCoLC)922904009
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000393132 050_4 $$aHF5415.5$$b.B436 2007
000393132 08204 $$a658.8/12$$222
000393132 1001_ $$aBell, Chip R.
000393132 24510 $$aManaging knock your socks off service/$$cChip R. Bell and Ron Zemke ; illustrations by John Bush.
000393132 250__ $$a2nd ed. /$$brevisions by Chip R. Bell and Dave Zielinski.
000393132 260__ $$aNew York :$$bAMACOM,$$cc2007.
000393132 300__ $$aviii, 232 p. :$$bill.
000393132 336__ $$atext$$2rdacontent
000393132 337__ $$acomputer$$2rdamedia
000393132 338__ $$aonline resource$$2rdacarrier
000393132 504__ $$aIncludes bibliographical references and index.
000393132 5050_ $$aFind and retain quality people -- Recruit creatively and hire carefully -- Paying attention to employee retention -- Keeping your best and brightest -- Know your customers intimately -- "Emotionalizing" the yardstick : why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- The binding power of customer trust -- Little things mean a lot -- Build a service vision -- The power of purpose -- Getting your vision down on paper -- A service vision statement sampler -- Standards and norms : delivering on the service promise -- Make your service delivery system ETDBW (easy to do business with) -- Bad systems undermine good people -- Fix the system, not the people -- Measure and manage from the customer's point of view -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride ... and a focal part of your system -- Reinventing your service system -- Train and coach -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence, and commitment to customers -- Making training stick -- Thinking and acting like a coach -- Involve and empower -- Fostering "responsible freedom" on the front lines -- Removing the barriers to empowerment -- Recognize, reward, and celebrate -- Recognition and reward : fueling the fires of service success -- Feedback : breakfast, lunch, and dinner of champions -- The art of interpersonal feedback -- Celebrate success -- Your most important management mission : set the tone and lead the way -- Manager-employee trust : ground zero for service quality -- Observation is more powerful than conversation -- Great service leadership in action.
000393132 506__ $$aAccess limited to authorized users.
000393132 650_0 $$aCustomer services.
000393132 655_0 $$aElectronic books
000393132 7001_ $$aZemke, Ron.
000393132 7001_ $$aZielinski, David.
000393132 852__ $$bebk
000393132 85640 $$3ProQuest Ebook Central Academic Complete $$uhttps://univsouthin.idm.oclc.org/login?url=https://ebookcentral.proquest.com/lib/usiricelib-ebooks/detail.action?docID=1043624$$zOnline Access
000393132 909CO $$ooai:library.usi.edu:393132$$pGLOBAL_SET
000393132 980__ $$aBIB
000393132 980__ $$aEBOOK
000393132 982__ $$aEbook
000393132 983__ $$aOnline