Bücher online kaufen
It’s All about Service
How to Lead Your People to Care for Your Customers
Besorgungstitel - wird vorgemerkt | Lieferzeit: Besorgungstitel - Lieferbar innerhalb von 10 Werktagen I
Artikel-Nr:
9780471716754
Veröffentl:
2005
Erscheinungsdatum:
05.05.2005
Seiten:
256
Autor:
Ray Pelletier
Gewicht:
591 g
Format:
235x157x20 mm
Sprache:
Englisch
Beschreibung:
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.
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.
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.
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.
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.
Lieferung vom Verlag mit leichten Qualitätsmängeln möglich