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Imperial Library
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Index
Cover
Title
Copyright
Contents
Preface
Thanks
Imperative 1: Find and Retain Quality People
1 Recruit Creatively and Hire Carefully
2 Keeping Your Best and Brightest
Imperative 2: Know Your Customers Intimately
3 Why Customer Satisfaction Isn’t Enough
4 Listening Is a Contact Sport
5 A Complaining Customer Is Your Best Friend
6 Little Things Mean a Lot
7 Learning from Lost Customers
Imperative 3: Build a Service Vision
8 The Power of a Service Strategy
9 Getting Your Vision Down on Paper
10 Service Standards Build Consistency
Imperative 4: Make Your Service Delivery Processes ETDBW (Easy to Do Business With)
11 Effort: The Achilles’ Heel of Customer Experience
12 Making Service Delivery Processes “Happy”
13 Measure and Manage from the Customer’s Point of View
14 Serving Online: When Clicks Replace Bricks
15 Add Magic: Creating the Unpredictable and Unique
16 Make Recovery a Point of Pride
Imperative 5: Train and Coach
17 Start on Day One (When Their Hearts and Minds Are Malleable)
18 Training Creates Competence, Confidence, and Commitment to Customers
19 Thinking and Acting Like a Coach
Imperative 6: Involve, Empower, and Inspire
20 Fostering Responsible Freedom
21 Removing the Barriers to Empowerment
22 Inspiring Passion for the Customer
Imperative 7: Recognize, Reward, Incent, and Celebrate
23 Recognition and Reward: Fueling the Fires of Service Success
24 Feedback: Breakfast, Lunch, and Dinner of Champions
25 The Art of Interpersonal Feedback
26 Incenting Great Service
27 Celebrate Success
Imperative 8: Set the Tone and Lead the Way
28 Great Service Leaders Foster Trust
29 Great Service Leadership in Action
Endnotes
Index
About the Authors
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