Coaching knock your socks off service Ron Zemke & Kristin Anderson.
Detalles de publicación: New York AMACOM c1997.Descripción: xxi, 148 p. ill. 23 cmISBN:- 0814479359
- 658.314 Z53c 20
- HF5415.5 .Z459 1997
| Imagen de cubierta | Tipo de ítem | Biblioteca actual | Biblioteca de origen | Colección | Ubicación en estantería | Signatura topográfica | Materiales especificados | Info Vol | URL | Copia número | Estado | Notas | Fecha de vencimiento | Código de barras | Reserva de ítems | Prioridad de la cola de reserva de ejemplar | Reservas para cursos | |
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| Libro | Biblioteca Mons. Iñaki Mallona (Arecibo) Colección General ab | 658.314 Z53c (Navegar estantería(Abre debajo)) | Disponible | 60000001987442 |
Descripciones mejoradas de Syndetics:
Authors Kristin Anderson and Ron Zemke provide a practical guide to the day-to-day challenges that arise in training superior customer service people.
Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. As part of the Knock Your Socks Off series, Coaching Knock Your Socks Off Service explains how to:
help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on.The authors present a model for successfully coaching anyone, anywhere, and they show you how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems.
You will learn the most important new skill? teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less.
Includes bibliographical references (p. 144-146).
Thinking and acting like a coach -- Skills of the knock your socks off service coach -- "Welcome to the team!" Coaching the new employee -- "Nice job, Charlene!" Coaching for high performance -- "Can I help?" Coaching on the run -- "Help! I'm stumped." Coaching the unsure employee -- "This could be tricky." Coaching for difficult duty -- "Great opportunity, Charlie!" Coaching for special situations -- The coach's nasty nine -- "Can we talk?" Peer coaching -- Recommended resources.
Notas de autor provistas por Syndetics
Ron Zemke is senior editor of Training magazine and author or co-author of 23 books, including the bestselling Knock Your Socks Off Service series, Knock Your Socks Off Selling, and Service America! His work with organizations such as Ford Motor company, Microsoft, and Wendy's International bring him face-to-face with the pressures of the cross-generational workforce. He lives in Minneapolis.050