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

Overview

In today's hyper-competitive economy, customer service is how youseparate yourself from the pack. But many business leaders don'ttruly understand what great customer service is. Great customerservice doesn't just happen at the point of sale, and it doesn'tend when the warranty expires. It requires an organization-widededication to giving customers what they want, what they need, andwhat they value. That kind of customer service starts at thetop—with great leadership.

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Overview

In today's hyper-competitive economy, customer service is how youseparate yourself from the pack. But many business leaders don'ttruly understand what great customer service is. Great customerservice doesn't just happen at the point of sale, and it doesn'tend when the warranty expires. It requires an organization-widededication to giving customers what they want, what they need, andwhat they value. That kind of customer service starts at thetop—with great leadership.

Combining the team-building strategies of sports franchises withthe principles of Servant-Leadership, It's All About Service showsbusiness leaders how to build an organization singularly dedicatedto customer care—and reap the benefits of long-term customerloyalty. Bringing these powerful forces together, author RayPelletier offers a comprehensive plan that leaders can use to makecustomer service the heart, soul, and profit center of theirbusiness.

Based on his in-depth, ten-year study of 300 companies, and morethan thirty sports teams, Pelletier discovered what makes greatcustomer service companies and great teams so successful: greatleadership. You might not think that Servant-Leadershiptraits—such as vision, character, belief, ethics,collaboration, and enthusiasm—have anything to do withcustomer service. But when leaders display those traits, theyinspire them in their people. As a result, those people take bettercare of customers.

Inside, you'll find an actionable plan for getting started,helpful resources and exercises that support what you learn, greatleadership examples to follow, and fresh ideas to employ. You'lllearn how to inspire, coach, and lead your people, as well as howto care for and listen to them. But most important, you'll discoverthe power of leadership that truly cares, and just how great yourbusiness can be when it truly cares for its customers.

There's much more to customer service than just a smile and ahelpful word; real customer service is all about heart. If you wantto transform your business into a customer service leader, you'llprobably have to change yourself first. It's All About Serviceoffers a step-by-step plan for getting the best out of yourbusiness—but it starts with getting the best out ofyourself.

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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 PelletierGroup, as well as a consultant and professional speaker. Hisclients include Disney, AT&T, Johnson & Johnson, thePentagon, the U.S. Air Force, and numerous professional and collegesports 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 toPlay It.

5. Character.

6. Conflict Management.

7. Competition.

8. The Art of Coaching.

9. Listening.

10. Caring.

Index.

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