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EBOOK
Author Bell, Chip R.
Title Managing knock your socks off service / Chip R. Bell and Ron Zemke.
Imprint New York : AMACOM, [1992]
©1992

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Subject Customer services.
Consumer Behavior.
Alt Name Zemke, Ron.
Description 1 online resource (xii, 210 pages) : illustrations
Bibliography Note Includes bibliographical references (pages 207-208).
Note Print version record.
ISBN 0585199000 (electronic bk.)
9780585199009 (electronic bk.)
9780814477847
0814477844
0814477844
OCLC # 44961343
Additional Format Print version: Bell, Chip R. Managing knock your socks off service. New York : AMACOM, ©1992 0814477844 (DLC) 91048064 (OCoLC)25130858
Table of Contents
 Introduction 
Imperative 1Find and Retain Quality People1
 1Select Slowly...and Hire Carefully3
 2Paying Attention to Employee Retention11
 3What Leads to Longevity?17
Imperative 2Know Your Customers Intimately23
 4Good Service Is Whatever the Customer Says It Is25
 5Good Enough...Isn't31
 6Listening Is a Contact Sport37
 7A Complaining Customer Is Your Best Friend43
 8Little Things Mean a Lot50
 9Building Service Partnerships57
Imperative 3Focus on "Purpose"63
 10The Power of Purpose65
 11Getting Your Focus Down on Paper69
 12A Service Strategy Statement Sampler74
Imperative 4Make Your Service Delivery System ETDBW (Easy to Do Business With)83
 13Bad Systems Stop Good People85
 14Fix the System, Not the People90
 15Measure and Manage From the Customer's Point of View95
 16Add Value: The Milk and Cookies Principle102
 17Make Recovery a Point of Pride...and a Part of Your System107
 18If It Ain't Broke...Fix It113
Imperative 5Train and Support123
 19Start on Day One (When Their Hearts and Minds Are Malleable)125
 20Training Creates Competence, Confidence, and Longevity130
 21Making Training Stick137
 22Thinking and Acting Like a Coach143
Imperative 6Involve and Empower153
 23Empowerment Is Not a Gift155
 24Removing the Barriers to Empowerment161
Imperative 7Recognize, Reward, and Celebrate Success167
 25Recognition and Reward: Fueling the Fires of Service Success169
 26Feedback: Breakfast, Lunch, and Dinner of Champions174
 27Interpersonal Feedback180
 28Celebrate Success184
Imperative 8Your Most Important Management Mission: Set the Tone and Lead the Way191
 29Observation Is More Powerful Than Conversation193
 30Reinventing Your Service System196
 31The Journey From Boss to Leader201
  For More Reading on Service207