000			03016nam a2200349 a 4500
001			ebr10196215
003			CaPaEBR
006			m u
007			cr cn|||||||||
008			061006s2007 nyua sb 001 0 eng
010			_z 2006032974
020			_z0814473687
020			_z9780814473689
040			_aCaPaEBR _cCaPaEBR
035			_a(OCoLC)162145671
050	1	4	_aHF5415.5 _b.B436 2007eb
082	0	4	_a658.8/12 _222
100	1		_aBell, Chip R.
245	1	0	_aManaging knock your socks off service _h[electronic resource] / _cChip R. Bell and Ron Zemke ; illustrations by John Bush.
250			_a2nd ed. / _brevisions by Chip R. Bell and Dave Zielinski.
260			_aNew York : _bAMACOM, _cc2007.
300			_aviii, 232 p. : _bill.
504			_aIncludes bibliographical references and index.
505	0		_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.
533			_aElectronic reproduction. _bPalo Alto, Calif. : _cebrary, _d2013. _nAvailable via World Wide Web. _nAccess may be limited to ebrary affiliated libraries.
650		0	_aCustomer services.
655		7	_aElectronic books. _2local
700	1		_aZemke, Ron.
700	1		_aZielinski, David.
710	2		_aebrary, Inc.
856	4	0	_uhttp://site.ebrary.com/lib/welingkar/Doc?id=10196215 _zAn electronic book accessible through the World Wide Web; click to view
999			_c69557 _d69557