viii, 232 pages : illustrations ; 23 cm
Formatted Contents Note
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.
Bibliography, etc. Note
Includes bibliographical references and index.