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Managing knock your socks off service [electronic resource] /
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| 자료유형 | E-Book |
|---|---|
| 개인저자 | Bell, Chip R. Zemke, Ron. |
| 서명/저자사항 | Managing knock your socks off service[electronic resource] /Chip R. Bell and Ron Zemke. |
| 판사항 | 3rd ed. |
| 형태사항 | 1 online resource. |
| ISBN | 0814432050 (electronic bk.) 9780814432051 (electronic bk.) |
| 서지주기 | Includes bibliographical references and index. |
| 내용주기 | 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. |
| 이용제한사항 | Due to publisher license, access is restricted to authorised GRAIL clients only. Please contact GRAIL staff. |
| 요약 | The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas. |
| 일반주제명 | Customer services. BUSINESS & ECONOMICS / Customer Relations. Customer services. Business. Customer satisfaction. Customer services. |
| 언어 | 영어 |
| 기타형태 저록 | Print version:97808144320440814432042 |
| 대출바로가기 | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=578699 |
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| No. | 등록번호 | 청구기호 | 소장처 | 도서상태 | 반납예정일 | 예약 | 서비스 | 매체정보 |
|---|---|---|---|---|---|---|---|---|
| 1 | WE00004880 | 658.8/12 | 가야대학교/전자책서버(컴퓨터서버)/ | 대출가능 |
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