Up your service! : strategies and action steps to delight your customers now! / Ron Kaufman
Material type:
TextPublication details: [Singapore] : Ron Kaufman, c2002. Description: 296 p. : ill. ; 23 cmISBN: 981042132XDDC classification: 658.812 KAU
| Item type | Current library | Home library | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
English Lending
|
Villa College Library | Villa College Library | 658.812 KAU (Browse shelf(Opens below)) | Available | 18110 |
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Contents
Preface
Acknowledgments
Use this book to your advantage
Chapter 1
UP Your Service! why bother?
Chapter 2
It takes an UP Your Service! mindset
Chapter 3
It takes and UP Your Service! toolset
Chapter 4
It takes and UP Your Service! culture
Chapter 5
UP Your Service! standards
Chapter 6
UP Your Service! interactions
Chapter 7
Explore, Agree, Deliver, Assure
Chapter 8
Understanding perception points
Chapter 9
Understanding value dimensions
Chapter 10
How to get close to your customers
Chapter 11
Craft your service vision
Chapter 12
Polish your perception points
Chapter 13
Make your customers information rich!
Chapter 14
Cultivate customer contract
Chapter 15
Bounce back with UP Your Service! recovery
Chapter 16
UP Your Service! guaranteed!
Chapter 17
UP Your Service! Integration and Innovation
Chapter 18
Keeping track of service
Chapter 19
What wise people say about service
Chapter 20
Inspired acts of service
Index
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