內容介紹 | |
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出版社:FONTANA/Collins
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ISBN:9780007210503
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作者:KEN BLANCHARD
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頁數:194
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出版日期:2004-01-01
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印刷日期:2004-01-01
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包裝:平裝
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開本:32開
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版次:1
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印次:1
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"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"
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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.
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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
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