Poisant reveals the secrets of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for in these pages.
Managers will relearn nearly everything they have been taught about the profession of management. Redefining the criteria of power and success, Poisant supplies a blueprint for survival in a competitive environment. Anyone charged with the management of others will find the approach valuable, as will students and scholars of management.
eBook - PDF
Creating and Sustaining a Superior Customer Service Organization
A Book about Taking Care of the People Who Take Care of the Customers
- 188 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
Creating and Sustaining a Superior Customer Service Organization
A Book about Taking Care of the People Who Take Care of the Customers
Table of contents
- Contents
- Preface
- Acknowledgments
- Chapter One: Gaining Proper Perspective
- Chapter Two: Discovering the "Secrets" of the Magic Kingdom
- Chapter Three: Mission Critical
- Chapter Four: The Role of Management
- Chapter Five: Why Organizational Structures Matter
- Chapter Six: The Heart and Soul of the Organization
- Chapter Seven: Staffing: Nonmanagement Personnel
- Chapter Eight: Selecting Management
- Chapter Nine: Training, Culture, and the Organization
- Chapter Ten: Effective Organizational Communication
- Chapter Eleven: The Untapped Power of Language
- Chapter Twelve: Time
- Chapter Thirteen: The Customers' Experience
- Chapter Fourteen: Reinforcing and Changing Culture
- Chapter Fifteen: Applying the Principles
- Chapter Sixteen: Managing in the "Information Age"
- Bibliography
- Index
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Yes, you can access Creating and Sustaining a Superior Customer Service Organization by James Poisant in PDF and/or ePUB format, as well as other popular books in Business & Business General. We have over 1.5 million books available in our catalogue for you to explore.