| LDR | | 03655cmm uu200577La 4500 |
| 001 | | 000000306105 |
| 005 | | 20230525102224 |
| 006 | | m o d |
| 007 | | cr |n||||||||| |
| 008 | | 130506s2013 nyu ob 001 0 eng d |
| 010 | |
▼z 2012034663 |
| 019 | |
▼a 846531714
▼a 857936904
▼a 865518817
▼a 880909358 |
| 020 | |
▼a 0814432050 (electronic bk.) |
| 020 | |
▼a 9780814432051 (electronic bk.) |
| 020 | |
▼z 9780814432044 |
| 020 | |
▼z 0814432042 |
| 035 | |
▼a (OCoLC)841909761
▼z (OCoLC)846531714
▼z (OCoLC)857936904
▼z (OCoLC)865518817
▼z (OCoLC)880909358 |
| 037 | |
▼a CL0500000343
▼b Safari Books Online |
| 040 | |
▼a YDXCP
▼c YDXCP
▼d OCLCO
▼d N$T
▼d MHW
▼d TEFOD
▼d DEBSZ
▼d UAB
▼d E7B
▼d B24X7
▼d OCLCF
▼d MEAUC
▼d UMI
▼d AU@
▼d 248032 |
| 049 | |
▼a K4RA |
| 050 | 4 |
▼a HF5415.5
▼b .B436 2013 |
| 072 | 7 |
▼a BUS
▼x 018000
▼2 bisacsh |
| 082 | 04 |
▼a 658.8/12
▼2 23 |
| 100 | 1 |
▼a Bell, Chip R. |
| 245 | 10 |
▼a Managing knock your socks off service
▼h [electronic resource] /
▼c Chip R. Bell and Ron Zemke. |
| 250 | |
▼a 3rd ed. |
| 264 | 1 |
▼a New York :
▼b AMACOM - American Management Association,
▼c 2013. |
| 300 | |
▼a 1 online resource. |
| 336 | |
▼a text
▼b txt
▼2 rdacontent |
| 337 | |
▼a computer
▼b c
▼2 rdamedia |
| 338 | |
▼a online resource
▼b cr
▼2 rdacarrier |
| 504 | |
▼a Includes bibliographical references and index. |
| 505 | 0 |
▼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. |
| 506 | |
▼a Due to publisher license, access is restricted to authorised GRAIL clients only. Please contact GRAIL staff. |
| 520 | |
▼a The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas. |
| 588 | |
▼a Description based on print version record. |
| 650 | 0 |
▼a Customer services. |
| 650 | 7 |
▼a BUSINESS & ECONOMICS / Customer Relations.
▼2 bisacsh |
| 650 | 7 |
▼a Customer services.
▼2 fast
▼0 (OCoLC)fst00885545 |
| 650 | 4 |
▼a Business. |
| 650 | 4 |
▼a Customer satisfaction. |
| 650 | 4 |
▼a Customer services. |
| 655 | 4 |
▼a Electronic books. |
| 655 | 0 |
▼a Electronic books. |
| 700 | 1 |
▼a Zemke, Ron. |
| 776 | 08 |
▼i Print version:
▼z 9780814432044
▼z 0814432042
▼w (DLC) 2012034663 |
| 856 | 40 |
▼3 EBSCOhost
▼u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=578699 |
| 938 | |
▼a YBP Library Services
▼b YANK
▼n 10684955 |
| 938 | |
▼a EBSCOhost
▼b EBSC
▼n 578699 |
| 938 | |
▼a ebrary
▼b EBRY
▼n ebr10690564 |
| 938 | |
▼a Books 24x7
▼b B247
▼n bkb00050861 |
| 990 | |
▼a 관리자 |