{"product_id":"its-all-about-service-isbn-9780471716754","title":"It's All About Service","description":"Practical strategies for better customer service based on the principles\u003cbr\u003e of servant-leadership\u003cbr\u003e 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. \u003cp\u003eForeword ix\u003c\/p\u003e \u003cp\u003eAcknowledgments xiii\u003c\/p\u003e \u003cp\u003eAbout the Author xv\u003c\/p\u003e \u003cp\u003eIntroduction xvii\u003c\/p\u003e \u003cp\u003e1 It’s All About Trust 1\u003c\/p\u003e \u003cp\u003e2 The Power of Vision Crafting 25\u003c\/p\u003e \u003cp\u003e3 Generating Enthusiasm 47\u003c\/p\u003e \u003cp\u003e4 No One Whistles a Symphony—It Takes an Orchestra to Play It 69\u003c\/p\u003e \u003cp\u003e5 Character 89\u003c\/p\u003e \u003cp\u003e6 Conflict Management 111\u003c\/p\u003e \u003cp\u003e7 Competition 133\u003c\/p\u003e \u003cp\u003e8 The Art of Coaching 157\u003c\/p\u003e \u003cp\u003e9 Listening 181\u003c\/p\u003e \u003cp\u003e10 Caring 201\u003c\/p\u003e \u003cp\u003eIndex 221\u003c\/p\u003e \u003cp\u003e\u003cb\u003eRAY PELLETIER, CSP, CPAE,\u003c\/b\u003e is founder and President of The Pelletier Group, as well as a consultant and professional speaker. His clients include Disney, AT\u0026amp;T, Johnson \u0026amp; Johnson, the Pentagon, the U.S. Air Force, and numerous professional and college sports teams.\u003c\/p\u003e  \u003cp\u003eIn today’s hyper-competitive economy, customer service is how you separate yourself from the pack. But many business leaders don’t truly understand what great customer service is. Great customer service doesn’t just happen at the point of sale, and it doesn’t end when the warranty expires. It requires an organization-wide dedication to giving customers what they want, what they need, and what they value. That kind of customer service starts at the top—with great leadership. \u003c\/p\u003e \u003cp\u003eCombining the team-building strategies of sports franchises with the principles of Servant-Leadership, \u003ci\u003eIt’s All About Service\u003c\/i\u003e shows business leaders how to build an organization singularly dedicated to customer care—and reap the benefits of long-term customer loyalty. Bringing these powerful forces together, author Ray Pelletier offers a comprehensive plan that leaders can use to make customer service the heart, soul, and profit center of their business.  \u003c\/p\u003e\u003cp\u003eBased on his in-depth, ten-year study of 300 companies, and more than thirty sports teams, Pelletier discovered what makes great customer service companies and great teams so successful: great leadership. You might not think that Servant-Leadership traits—such as vision, character, belief, ethics, collaboration, and enthusiasm—have anything to do with customer service. But when leaders display those traits, they inspire them in their people. As a result, those people take better care of customers.  \u003c\/p\u003e\u003cp\u003eInside, you’ll find an actionable plan for getting started, helpful resources and exercises that support what you learn, great leadership examples to follow, and fresh ideas to employ. You’ll learn how to inspire, coach, and lead your people, as well as how to care for and listen to them. But most important, you’ll discover the power of leadership that truly cares, and just how great your business can be when it truly cares for its customers.  \u003c\/p\u003e\u003cp\u003eThere’s much more to customer service than just a smile and a helpful word; real customer service is all about heart. If you want to transform your business into a customer service leader, you’ll probably have to change yourself first. \u003ci\u003eIt’s All About Service\u003c\/i\u003e offers a step-by-step plan for getting the best out of your business—but it starts with getting the best out of yourself.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989483372773,"sku":"NP9780471716754","price":34.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780471716754.jpg?v=1761784283","url":"https:\/\/k12savings.com\/products\/its-all-about-service-isbn-9780471716754","provider":"K12savings","version":"1.0","type":"link"}