"Customer Mania! offers an extraordinary example of roll up your sleeves, get in the trenches, know the details, build the team, and take the mountain. Ken Blanchard and his coauthors have found the perfect model in the Yum! organization"
网站首页 软件下载 游戏下载 翻译软件 电子书下载 电影下载 电视剧下载 教程攻略
书名 | CUSTOMER MANIA |
分类 | |
作者 | KEN BLANCHARD |
出版社 | FONTANA/Collins |
下载 | ![]() |
简介 | 编辑推荐 "Customer Mania! offers an extraordinary example of roll up your sleeves, get in the trenches, know the details, build the team, and take the mountain. Ken Blanchard and his coauthors have found the perfect model in the Yum! organization" 内容推荐 Customer Mania!tells the true story of how superlative customer service can empower a workforce and drive a business to huge success. By embracing this philosophy and projecting the vision themselves, everyone helps the company become a leading worldwide success. This practical guide by the author of the international sensations The One Minute Manager and Raving Fans!explores customer service through the story of Yum!, owners of KFC, Pizza Hut and Taco Bell. Providing lessons for business people in any customer-focused organization, it shows how to create a unified, people- first, 'customer mania' culture and how you can make it work for you. 目录 PART I The Do-Over 1 Yum! Meets the One Minute Manager 2 A BriefHistoryofYum! Brands PART II How to Build a Customer-Focused Company the Right Way THE FOUR STEPS 3 Step One: Set Your Sights on the Right Target 4 Step Two: Treat Your Customers the Right Way 5 Step Three: Treat Your People the Right Way Get the Right People on the Team Recruiting and Hiring Give People the Right Start Training and Development Give People the Right Help Performance Management Get People Wired In Developing the Right Systems and Processes Get People Inspired Creating a Recognition Culture Give People Opportunities To Grow Career Planning the Right Way 6 Step Four: Have the Right Kind of Leadership PART III Next Steps 7 The High Hurdle: Cracking the Code on Customer Mania 8 It's Your Choice: The Yum! Door or the Dumb Door? Acknowledgments |
随便看 |
|
霍普软件下载网电子书栏目提供海量电子书在线免费阅读及下载。