It's All about Service: How to Lead Your People to Care for Your Customers

by Ray Pelletier

Book Overview

Practical strategies for better customer service based on the principles of servant-leadership 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.

• Format: Hardcover
• Language: English
• ISBN: 0471716758
• ISBN13: 9780471716754
• Release Date: May 2005
• Publisher: Wiley
• Length: 256 Pages
• Weight: 0.05 lbs.
• Dimensions: 1.0" x 6.1" x 9.1"

Customer Reviews

It's All About Service

Ray Pelletier has done it again! In his straightforward, candid approach, he makes great points - then backs them up with REAL LIFE examples. It's no wonder he consulted with so many companies. Having seen him speak LIVE, his passion for delighting customers is easy to see.

It's All About Service

Mr. Pelletier's work is inspirational and practical. He has an uncanny understanding of true enthusiasm. Indisputably a must read.