Magnetic service : secrets for creating passionately devoted customers /
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| Format: | Book |
| Language: | English |
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San Francisco, California :
Berrett-Koehler Publishers,
c2003.
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| Subjects: | |
| Online Access: | Publisher description Contributor biographical information |
Table of Contents:
- Foreword / Rich Teerlink
- Preview: You Don't Know Jack...Or Do You?
- Pt. 1. The Secret Side of Magnetic Service
- Secret #1. Make Trust a Verb
- Secret #2. Focus on Customer Hopes, Not Just Needs
- Secret #3. Add "Charisma" to the Service Mix
- Secret #4. Engage the Customer's Curiosity
- Secret #5. Give Customers an Occasional Miracle
- Secret #6. Empower Customers Through Comfort
- Secret #7. Reveal Your Character by Unveiling Your Courage
- Reflection: Assessing Your Magnetic Service Style
- Pt. 2. The Leadership Side of Magnetic Service
- Ch. 8. Trust Thrives When Leaders Lead Naturally
- Ch. 9. Hopes Spring Forth When Leaders Foster Revelation
- Ch. 10. Service Can Be Charismatic If Leaders Exhibit Boldness
- Ch. 11. Curiosity Lights Up When Leaders Learn Out Loud
- Ch. 12. Miracle Making Happens When Leaders Inspire Engagement
- Ch. 13. Customers Are Empowered When Leaders Promote Partnerships
- Ch. 14. Character Is Revealed If Leaders Have Soul.
- Farewell.