ONE SIZE FITS ONE: Building Relationships One Customer and One Employee at a Time, Second Edition
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- Wiley
More About This Title ONE SIZE FITS ONE: Building Relationships One Customer and One Employee at a Time, Second Edition
English
GARY HEIL is an educator, business consultant, and expert on leadership, service quality, and change management. Founder of The Center for Innovative Leadership, Heil is a highly regarded speaker and frequent commentator on radio and television and has served on the Board of Examiners for the Malcolm Baldrige Quality Award. He is also the coauthor of Maslow on Management and Leadership and the Customer Revolution.
TOM PARKER is an organizational consultant, educator, and author. Parker has taught at Stanford and the University of California. In addition to developing communication tools and strategies for corporations, he was nominated for the National Book Award and the Pulitzer Prize. Parker is the coauthor of many books, including the bestselling Leadership and the Customer Revolution with Gary Heil.
DEBORAH COLLINS STEPHENS is cofounder of The Center for Innovative Leadership and a management consultant in the areas of customer service, leadership, and organizational development. She is coauthor of Maslow on Management and cofounder of "Leadership Lessons from a Fast Lane," a monthly Internet broadcast which highlights leaders from organizations and institutions worldwide.
TOM PARKER is an organizational consultant, educator, and author. Parker has taught at Stanford and the University of California. In addition to developing communication tools and strategies for corporations, he was nominated for the National Book Award and the Pulitzer Prize. Parker is the coauthor of many books, including the bestselling Leadership and the Customer Revolution with Gary Heil.
DEBORAH COLLINS STEPHENS is cofounder of The Center for Innovative Leadership and a management consultant in the areas of customer service, leadership, and organizational development. She is coauthor of Maslow on Management and cofounder of "Leadership Lessons from a Fast Lane," a monthly Internet broadcast which highlights leaders from organizations and institutions worldwide.
English
BUILDING LOYAL RELATIONSHIPS ONE CUSTOMER AT A TIME.
What Customers Want: Ten Rules for Building Loyal Relationships.
Take Us Personally, Make It Personal.
The Average Customer Does Not Exist-Get to Know Us.
The Details Are Important to Us...They Should Be to You.
Make Everyone a Relationship Builder.
Make Our Experience Special: Give Us Something to Talk About.
Our Time Is as Important as Your Time.
If Something Goes Wrong, Fix It Quickly.
Guarantee Our Satisfaction.
Don't Take Us for Granted.
We Care Whether You're a Responsible Corporate Citizen.
BUILDING RELATIONSHIPS ONE EMPLOYEE AT A TIME.
Getting on with the Job.
Ten Rules for Building an Intrinsically Motivating Environment.
Reshape the System to Encourage Everyone's Best Efforts.
Create a Cause Worthy of Commitment.
Build Core Values That Guide Performance.
Commit to the Truth and the Sharing of a Sense of Reality.
Ensure That Every Person Has a Meaningful Role.
Increase Accountability, but Not More of the Same.
Build Cooperation Instead of Internal Competition.
Abolish the Corporate Caste System.
Developing an Optimistic, Caring, and Supportive Environment.
Build Trust One Employee at a Time.
Epilogue.
Index.
The Center for Innovative Leadership.
What Customers Want: Ten Rules for Building Loyal Relationships.
Take Us Personally, Make It Personal.
The Average Customer Does Not Exist-Get to Know Us.
The Details Are Important to Us...They Should Be to You.
Make Everyone a Relationship Builder.
Make Our Experience Special: Give Us Something to Talk About.
Our Time Is as Important as Your Time.
If Something Goes Wrong, Fix It Quickly.
Guarantee Our Satisfaction.
Don't Take Us for Granted.
We Care Whether You're a Responsible Corporate Citizen.
BUILDING RELATIONSHIPS ONE EMPLOYEE AT A TIME.
Getting on with the Job.
Ten Rules for Building an Intrinsically Motivating Environment.
Reshape the System to Encourage Everyone's Best Efforts.
Create a Cause Worthy of Commitment.
Build Core Values That Guide Performance.
Commit to the Truth and the Sharing of a Sense of Reality.
Ensure That Every Person Has a Meaningful Role.
Increase Accountability, but Not More of the Same.
Build Cooperation Instead of Internal Competition.
Abolish the Corporate Caste System.
Developing an Optimistic, Caring, and Supportive Environment.
Build Trust One Employee at a Time.
Epilogue.
Index.
The Center for Innovative Leadership.
English
"It's a book that should be read every year."-Chandler Barton, CEO, Coldwell Banker
"...this book sets the standard for the next generation of service."-Sandra Kurtzig, Founder and former Chairman, ASK Computer Systems, and author of CEO
"...this book sets the standard for the next generation of service."-Sandra Kurtzig, Founder and former Chairman, ASK Computer Systems, and author of CEO
