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

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

Ray Pelletier

ISBN: 978-0-471-73534-2

May 2005

240 pages

$22.99

Description

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.
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.