Book
Uplifting service : the proven path to delighting your customers, colleagues, and everyone else you meet
Record details
- ISBN: 9780984762507
- ISBN: 0984762507
- ISBN: 9780984762552
- ISBN: 0984762558
-
Physical Description:
print
xxv, 318 pages : illustrations ; 23 cm - Publisher: [New York, NY] : Evolve Publishing, ©2012.
Content descriptions
| General Note: | Includes index. |
| Formatted Contents Note: | Preface: A personal path to service -- Introduction: The problem with service today -- Why? -- Lead -- Build -- Learn -- Drive. |
Search for related items by subject
| Subject: | Customer relations Customer services Interpersonal relations Consumer satisfaction |
Available copies
- 1 of 1 copy available at Kirtland Community College.
Holds
- 0 current holds with 1 total copy.
Show Only Available Copies
| Location | Call Number / Copy Notes | Barcode | Shelving Location | Status | Due Date |
|---|---|---|---|---|---|
| Kirtland Community College Library | HF 5415.5 .K38 2012 | 30775305511678 | General Collection | Available | - |
Uplifting Service : The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
Click an element below to view details:
Table of Contents
Uplifting Service : The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
| Section | Section Description | Page Number |
|---|---|---|
| Preface A Personal Path to Service | p. ix | |
| Introduction: The Problem with Service Today | p. xix | |
| Section 1 | Why? | |
| 1 | Journey into a New Culture | p. 3 |
| 2 | The Gateway to Possibility | p. 15 |
| 3 | The Proven Path | p. 27 |
| Section 2 | Lead | |
| 4 | Taking the Lead | p. 41 |
| 5 | Leading from All Levels | p. 57 |
| 6 | The Journey to Magnificence | p. 73 |
| Section 3 | Build | |
| 7 | Common Service Language | p. 89 |
| 8 | Engaging Service Vision | p. 95 |
| 9 | Service Recruitment | p. 103 |
| 10 | Service Orientation | p. 111 |
| 11 | Service Communications | p. 119 |
| 12 | Service Recognition and Rewards | p. 125 |
| 13 | Voice of the Customer | p. 131 |
| 14 | Service Measures and Metrics | p. 139 |
| 15 | Service Improvement Process | p. 151 |
| 16 | Service Recovery and Guarantees | p. 159 |
| 17 | Service Benchmarking | p. 175 |
| 18 | Service Role Modeling | p. 187 |
| Section 4 | Learn | |
| 19 | Learning Takes Practice | p. 197 |
| 20 | The Six Levels of Service | p. 203 |
| 21 | Your Perception Points | p. 211 |
| 22 | The BIG Picture | p. 225 |
| 23 | Building Service Partnerships | p. 237 |
| 24 | Taking Personal Responsibility | p. 257 |
| Section 5 | Drive | |
| 25 | Your Implementation Roadmap | p. 269 |
| 26 | Learning from Experience | p. 281 |
| 27 | More Than a Business Philosophy | p. 297 |
| Author's Acknowledgments | p. 303 | |
| Index | p. 307 | |
| Tools for Your Journey | p. 320 | |
| Join the Uplifting Service Community | p. 322 | |
| About UP! Your Service | p. 324 | |
| Meet Ron Kaufman | p. 325 |
Descriptive content provided by Syndetics™, a ProQuest® service.
Click here for Terms of Use.
Click here for Terms of Use.
