It’s All About Service

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.

Practical strategies for better customer service based on theprinciplesof servant-leadershipIndividuals in the workforce and the clients they serve are thefundamental building blocks of every company in America. Executivestalk about customer service; but their employees are the ones whomake it happen (or not). Author Ray Pelletier reveals the vitalimportance of a happy workforce in creating a happy client. Bycaring for employees, managers create an environment in whichemployees can care for customers. This book shows senior leadersmanagers, and supervisors how to develop a managerial style thatcombines teamwork, trust, listening, forethought, and ethics tonurture a happy workforce and improve customer service. Built onthe foundations of the servant-leadership model, the book offerseffective, easy-to-implement strategies to develop these vitalmanagerial skills. It's All About Service reveals that leaders whocare for their people create businesses that care for theirclients-and gain an edge over the competition.

Foreword ixAcknowledgments xiiiAbout the Author xvIntroduction xvii1 It's All About Trust 12 The Power of Vision Crafting 253 Generating Enthusiasm 474 No One Whistles a Symphony--It Takes an Orchestra to Play It 695 Character 896 Conflict Management 1117 Competition 1338 The Art of Coaching 1579 Listening 18110 Caring 201Index 221