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210123 ||| eng |
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|a 9780814432051
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| 050 |
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4 |
|a HF5415.5
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| 100 |
1 |
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|a Bell, Chip R.
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| 245 |
0 |
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|a Managing knock your socks off service
|c by Chip R. Bell and Ron Zemke
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| 250 |
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|a Third Edition
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| 260 |
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|a New York
|b AMACOM - American Management Association
|c 2013
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| 300 |
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|a 1 online resource
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| 505 |
0 |
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|a Includes bibliographical references (pages 225-227) and index
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| 505 |
0 |
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|a Preface -- Thanks -- Imperative 1: find and retain quality people -- Recruit creatively and hire carefully -- Keeping your best and brightest -- Why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- Little things mean a lot -- Learning from lost customers -- The power of a service strategy -- Getting your vision down on paper -- Service standards build consistency -- Effort : the achilles heel of customer experience -- Making service delivery processes "happy" -- Measure and manage from the customer's point of view -- Serving online : when clicks replace bricks -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence and commitment to customers -- Thinking and acting like a coach -- Fostering responsible freedom -- Removing the barriers to empowerment -- Inspiring passion for the customer -- Recognition and reward: fueling the fires of service success -- Feedback : breakfast, lunch and dinner of champions -- The art of interpersonal feedback -- Incenting great service -- Celebrate success -- Great service leaders foster trust -- Great service leadership in action -- Index -- About the authors
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| 653 |
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|a Service à la clientèle
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| 653 |
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|a Customer services / fast
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| 653 |
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|a Customer services / http://id.loc.gov/authorities/subjects/sh85034965
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| 653 |
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|a BUSINESS & ECONOMICS / Customer Relations / bisacsh
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| 700 |
1 |
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|a Zemke, Ron
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| 041 |
0 |
7 |
|a eng
|2 ISO 639-2
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| 989 |
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|b OREILLY
|a O'Reilly
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| 015 |
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|a GBB8G7010
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| 776 |
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|z 0814432042
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| 776 |
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|z 9780814432044
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| 776 |
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|z 9780814432051
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| 856 |
4 |
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|u https://learning.oreilly.com/library/view/~/9780814432044/?ar
|x Verlag
|3 Volltext
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|a 658.8/12
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|a 658.812
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|a 330
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| 520 |
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|a The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas
|