It's All about Service: How to Lead Your People to Care for Your Customers

ISBN-13: 9780471716754 / Angielski / Twarda / 2005 / 256 str.

Pelletier

Opis

Practical strategies for better customer service based on the principles
of servant-leadership
Individuals in the workforce and the clients they serve are the fundamental building blocks of every company in America. Executives talk about customer service; but their employees are the ones who make it happen (or not). Author Ray Pelletier reveals the vital importance of a happy workforce in creating a happy client. By caring for employees, managers create an environment in which employees can care for customers. This book shows senior leaders, managers, and supervisors how to develop a managerial style that combines teamwork, trust, listening, forethought, and ethics to nurture a happy workforce and improve customer service. Built on the foundations of the servant-leadership model, the book offers effective, easy-to-implement strategies to develop these vital managerial skills. It's All About Service reveals that leaders who care for their people create businesses that care for their clients-and gain an edge over the competition.

Spis treści

Foreword.

Acknowledgments.

About the Author.

Introduction.

1. It s All About Trust.

2. The Power of Vision Crafting.

3. Generating Enthusiasm.

4. No One Whistles a Symphony It Takes an Orchestra to Play It.

5. Character.

6. Conflict Management.

7. Competition.

8. The Art of Coaching.

9. Listening.

10. Caring.

Index.

O autorze

RAY PELLETIER, CSP, CPAE, is founder and President of The Pelletier Group, as well as a consultant and professional speaker. His clients include Disney, AT&T, Johnson & Johnson, the Pentagon, the U.S. Air Force, and numerous professional and college sports teams.

Blurb

Praise for IT′S ALL ABOUT SERVICE

"This book is transformational. It′s loaded with substantive ideas and strategies that can propel you and your team to new heights of excellence."
Nido QubeinPresident, High Point University and Chairman, Great Harvest Bread Company

"Ray has a unique ability to simultaneously reach the coaches and the players. In order words, he is both inspirational and practical in approach. He understands that it truly is all about the people."
Jane Grebenc Executive Vice President, National City Bank

"Ray knows that championship customer service starts with attitude. But, just as important, he recognizes that attitude doesn′t just simply occur out of the blue. It takes careful building and nurturing, and this book shows you how to do that and more."
Mike Fernandez Chairman of the Board, Capital Partners, LLC

"It′s seven times more expensive to win a new customer than to retain an old one. That makes Ray′s book a must read for anyone who wants to build the kind of customer service that beats those odds."
Bob Danzig Former head of Hearst Corporation