Managing Knock Your Socks off Service

Location & Checkout Length	Call Number	Checkout Length	Item Status
Downtown 2nd Floor 4-week checkout	658.812 Be	4-week checkout	Due 05-19-2024

Find and retain quality people -- Select slowly and hire carefully -- Paying attention to employee retention -- Keeping your best and brightest -- Know your customers intimately -- 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 focus down on paper -- A service vision statement sampler -- Service standards build consistency -- Make your service delivery system ETDBW -- Bad systems stop good people -- Fix the system, then 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 -- 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 -- Empowerment is not a gift -- 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 -- The journey from boss to leader.

REVIEWS & SUMMARIES

Summary / Annotation
Table of Contents
Author Notes

COMMUNITY REVIEWS

No community reviews. Write one below!