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.

Autorentext

RAY PELLETIER, CSP, CPAE, is founder and President of The Pelletier Group, as well as a consultant and professional speaker. His clients include Disney, AT&T, Johnson & Johnson, the Pentagon, the U.S. Air Force, and numerous professional and college sports teams.

Zusammenfassung
Practical 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.

Inhalt

Foreword ix

Acknowledgments xiii

About the Author xv

Introduction xvii

1 It's All About Trust 1

2 The Power of Vision Crafting 25

3 Generating Enthusiasm 47

4 No One Whistles a SymphonyIt Takes an Orchestra to Play It 69

5 Character 89

6 Conflict Management 111

7 Competition 133