Legendary Service The Key is to Care

Legendary Service
  • Engels
  • Hardcover
  • 9780071819046
  • Druk: ed
  • mei 2014
  • 176 pagina's
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Ken Blanchard

"Kenneth Blanchard (Orange (New Jersey), 6 mei 1939) is zowel een Amerikaans zakenman als consultant, spreker, trainer en auteur op het gebied van management en leiderschap. Hij is vooral bekend geworden als de schrijver van het managementboek De One Minute Manager (1982), geschreven in samenwerking met Spencer Johnson; wereldwijd zijn er negen miljoen exemplaren verkocht in 25 talen. Een andere bijdrage van Blanchard is het concept van situationeel leiderschap, dat hij ontwikkelde samen met Paul Hersey.

Bron: Wikipedia. Beschikbaar onder de licentie Creative Commons Naamsvermelding/Gelijk delen."


Take Care of Your Customers--or Someone Else Will!Legendary ServiceGreat customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and athriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. AlthoughFerguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertainingread for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service iseveryone's job. PRAISE FOR LEGENDARY SERVICE: Read this book and establish a service culture in your organization. -- Horst Schulze, Chairman/CEO, Capella Hotel Group Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontlinestaff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always. -- Mark King, CEO and President, TaylorMade Golf Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. LegendaryService will teach the next generation how to deliver sensational service. Buy it, study it, implement it. -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller KenBlanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service. -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today! -- John Caparella, President and COO,The Venetian, The Palazzo, and Sands Expo Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to acceptmediocrity. -- Leonardo Inghilleri, coauthor ofExceptional Service, Exceptional Profit



mei 2014
Afmeting: 21,3 x 14,7 x 2,3 cm
Aantal pagina's
176 pagina's



Overige kenmerken

Extra groot lettertype
346 g
Verpakking breedte
150 mm
Verpakking hoogte
221 mm
Verpakking lengte
221 mm

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