It's All About Service: How to Lead Your People to Care for Your CustomersPractical 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. |
Contents
| ix | |
| xiii | |
| xv | |
| xvii | |
How to Lead Your People to Care for Your Customers Chapter 1 Its All About Trust | 1 |
How to Lead Your People to Care for Your Customers Chapter 2 The Power of Vision Crafting | 25 |
How to Lead Your People to Care for Your Customers Chapter 3 Generating Enthusiasm | 47 |
How to Lead Your People to Care for Your Customers Chapter 4 No One Whistles a Symphony It Takes an Orchestra to Play It | 69 |
How to Lead Your People to Care for Your Customers Chapter 5 Character | 89 |
How to Lead Your People to Care for Your Customers Chapter 6 Conflict Management | 111 |
How to Lead Your People to Care for Your Customers Chapter 7 Competition | 133 |
How to Lead Your People to Care for Your Customers Chapter 8 The Art of Coaching | 157 |
How to Lead Your People to Care for Your Customers Chapter 9 Listening | 181 |
How to Lead Your People to Care for Your Customers Chapter 10 Caring | 201 |
| 221 | |
Other editions - View all
It's All About Service: How to Lead Your People to Care for Your Customers Ray Pelletier No preview available - 2005 |
It's All About Service: How to Lead Your People to Care for Your Customers Ray Pelletier No preview available - 2005 |
Common terms and phrases
adversity All-Star attitude belief Bill Belichick Billy Donovan Bobby Bowden Build Championship Customer can’t championship customer service character coach to win coachable competition completely conductor conflict didn’t discussed doesn’t effective listening element Elmer Fudd employees encourage enemy environment everything feel Florida State Seminoles focus focused football GAME PLAN ganization genuine goal going happen I’ve important isn’t issues keep kids L.L.Bean leader leadership listening look matter means mistake naturally never ofthe orchestra orga organiza organization organization’s person perspective play players possible powerful practice problem Q A CHAMPION’S CHOICE Q MORE CHOICES question sense of caring Servant—Leader Servant—Leadership shows simply skills someone someone’s sort sports team success sure talk tell terrific there’s tion tomer service trying two-minute warning University of Florida vision crafting what’s who’s words
Popular passages
Page xxi - Servant-Leadership fame (http://www.greenleaf.org/), promulgates a philosophy which supports people who may or may not hold formal leadership positions but choose to serve first, and then lead as a way of expanding service to individuals and institutions.