Chip R. Bell and Ron Zemke
Bibliographic record and links to related information available from the Library of Congress catalog
Introduction
Imperative 1: Find and Retain Quality People
1 Select Slowly ... and Hire Carefully
2 Paying Attention to Employee Retention
3 What Leads to Longevity?
Imperative 2: Know Your Customers Intimately
4 Good Service Is Whatever the Customer Says It Is
5 Good Enough ... Isn't
6 Listening Is a Contact Sport
7 A Complaining Customer Is Your Best Friend
8 Little Things Mean a Lot
9 Building Service Partnerships
Imperative 3: Focus on "Purpose"
10 The Power of Purpose
11 Getting Your Focus Down on Paper
12 A Service Strategy Statement Sampler
Imperative 4: Make Your Service Delivery System
ETDBW (Easy to Do Business With)
13 Bad Systems Stop Good People
14 Fix the System, Not the People
15 Measure and Manage From the Customer's Point
of View
16 Add Value: The Milk and Cookies Principle
17 Make Recovery a Point of Pride ... and a Part of
Your System
18 If It Ain't Broke ... Fix It
Imperative 5: Train and Support
19 Start on Day One (When Their Hearts and Minds
Are Malleable)
20 Training Creates Competence., Confidence, and
Longevity
21 Making Training Stick
Thinking and Acting Like a Coach
Imperative 6: Involve and Empower
23 Empowerment Is Not a Gift
24 Removing the Barriers to Empowerment
Imperative 7: Recognize, Reward, and Celebrate Success
25 Recognition and Reward: Fueling the Fires of
Service Success
26 Feedback: Breakfast, Lunch, and Dinner of
Champions
27 Interpersonal Feedback
28 Celebrate Success
Imperative 8: Your Most Important Management
Mission:Set the Tone and Lead the Way
29 Observation Is More Powerful Than Conversation
30 Reinventing Your Service System
31 The Journey From Boss to Leader
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