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

Overview

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 ...

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Overview

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.

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Product Details

  • ISBN-13: 9780471716754
  • Publisher: Wiley
  • Publication date: 5/5/2005
  • Edition number: 1
  • Pages: 256
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.75 (d)

Meet the Author

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.

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Table of Contents

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.

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