Teamwork for Customers: Building Organizations that Take Pride in Serving
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More About This Title Teamwork for Customers: Building Organizations that Take Pride in Serving
English
PrefaceThe Author
Part One: Facing the Service Challenge
1. Serving Customers: From Isolated Heros to Spirited Teams
2. Confronting Reality: Discrepancies Between Good Service and Current Performance
Part Two: Planning and Uniting
3. Taking Charge: The Power of Working as a Team
4. Creating a "Pull" System: A Shift in Organizational Focus
5. Building Relationships: Elements of the Team-Based Organization
Part Three: Creating and Sustaining
6. Encouraging Teams: The Need for Leadership Support
7. Forming Teams: New Structures for Service Efforts
8. Working with Customers
Part Four: Refining Abilities
9. Managing Conflicts: Continuous Problem Solving Between Customers and Teams
10. Managing Frustration and Anger: Key Skills for Effective Teamwork
Conclusion: Nurturing the Customer-Responsive, Team-Based Organization
AppAndix: Guidelines for Action, Pitfalls to Avoid
ReferencesIndex
Part One: Facing the Service Challenge
1. Serving Customers: From Isolated Heros to Spirited Teams
2. Confronting Reality: Discrepancies Between Good Service and Current Performance
Part Two: Planning and Uniting
3. Taking Charge: The Power of Working as a Team
4. Creating a "Pull" System: A Shift in Organizational Focus
5. Building Relationships: Elements of the Team-Based Organization
Part Three: Creating and Sustaining
6. Encouraging Teams: The Need for Leadership Support
7. Forming Teams: New Structures for Service Efforts
8. Working with Customers
Part Four: Refining Abilities
9. Managing Conflicts: Continuous Problem Solving Between Customers and Teams
10. Managing Frustration and Anger: Key Skills for Effective Teamwork
Conclusion: Nurturing the Customer-Responsive, Team-Based Organization
AppAndix: Guidelines for Action, Pitfalls to Avoid
ReferencesIndex
English
"One of the finest resources I have found in over ten years of developing employee involvement systems. Recognizing the potential power of teamwork is what this book is about." —Cynthia Kiser, vice president human resources, MGM Grand Hotel, Inc.
