03014nam a2200349 a 4500 ebr10196215 CaPaEBR m u cr cn||||||||| 061006s2007 nyua sb 001 0 eng 2006032974 0814473687 9780814473689 CaPaEBR CaPaEBR (OCoLC)162145671 HF5415.5 .B436 2007eb 658.8/12 22 Bell, Chip R. Managing knock your socks off service [electronic resource] / 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. : ill. 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. Electronic reproduction. Palo Alto, Calif. : ebrary, 2013. Available via World Wide Web. Access may be limited to ebrary affiliated libraries. Customer services. Electronic books. local Zemke, Ron. Zielinski, David. ebrary, Inc. http://site.ebrary.com/lib/rucke/Doc?id=10196215 An electronic book accessible through the World Wide Web; click to view 116016 116016