Magnetic service : secrets for creating passionately devoted customers / Chip R. Bell and Bilijack R. Bell.

ISBN:

9781576752364

Title:

Author:

Bell, Chip R.

Personal Author:

Bell, Chip R.

Publication Information:

San Francisco, California : Berrett-Koehler Publishers, c2003.

Physical Description:

xv, 169 p. ; 24cm.

General Note:

Includes Index.

Contents:

Foreword / Rich Teerlink -- Preview: You Don't Know Jack...Or Do You? -- Pt. 1. The Secret Side of Magnetic Service -- Secret #1. Make Trust a Verb -- Secret #2. Focus on Customer Hopes, Not Just Needs -- Secret #3. Add "Charisma" to the Service Mix -- Secret #4. Engage the Customer's Curiosity -- Secret #5. Give Customers an Occasional Miracle -- Secret #6. Empower Customers Through Comfort -- Secret #7. Reveal Your Character by Unveiling Your Courage -- Reflection: Assessing Your Magnetic Service Style -- Pt. 2. The Leadership Side of Magnetic Service -- Ch. 8. Trust Thrives When Leaders Lead Naturally -- Ch. 9. Hopes Spring Forth When Leaders Foster Revelation -- Ch. 10. Service Can Be Charismatic If Leaders Exhibit Boldness -- Ch. 11. Curiosity Lights Up When Leaders Learn Out Loud -- Ch. 12. Miracle Making Happens When Leaders Inspire Engagement -- Ch. 13. Customers Are Empowered When Leaders Promote Partnerships -- Ch. 14. Character Is Revealed If Leaders Have Soul.

Farewell.

Subject Term:

Customer services.

Consumer satisfaction.

Added Author:

Bell, Bilijack R., 1972-

Format:

Books

Publication Date:

2003

Publication Information:

San Francisco, California : Berrett-Koehler Publishers, c2003.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812 BEL	Book	1	Standard shelving location	Searching... Unknown

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Summary

Partnerships are fast becoming the primary structure of contemporary business, as organizations partner with vendors, unions, customers, and even competitors to take advantage of short-term market opportunities, leverage intellectual capital, and create more flexible and innovative enterprises. Even more important are our everyday partnerships--with the person in the cubicle down the aisle, the department down the hall, or the supplier across town.

In this important guide, authors Chip Bell and Heather Shea tell you how to create and maintain truly great partnerships. Using examples drawn from the world of business and the world of dance to illustrate the principles and practices of great partnering, they lead you step-by-step from deciding if partnership is right for you to celebrating the end of a successful partnership.

Dance Lessons is the first book to fully explore the interpersonal side of partnerships, which is more often than not what causes partnerships to falter or fail--or to flourish and excel. It is a wise yet practical guide to the inner workings of great partnerships, revealing exactly how the champions choreograph their partnership dances for consistently great performances.

Author Notes

Chip R. Bell manages the Dallas office of Performance Research Associates, Inc. An internationally renowned keynote speaker, he is the author or coauthor of 15 books
Bilijack R. Bell is a commercial real estate professional with Wilson, Hull & Neal in Atlanta. His service articles have appeared in such publications as Realtor Magazine, Executive Excellence, Staff Digest, and Midas Matters

Rich Teerlink

Foreword	p. ix
Welcome	p. xi
Preview: You Don't Know Jack... Or Do You?	p. 1
Part 1 The Secret Side of Magnetic Service	p. 7
Secret #1 Make Trust a Verb	p. 17
Secret #2 Focus on Customer Hopes, Not Just Needs	p. 28
Secret #3 Add "Charisma" to the Service Mix	p. 37
Secret #4 Engage the Customer's Curiosity	p. 47
Secret #5 Give Customers an Occasional Miracle	p. 56
Secret #6 Empower Customers Through Comfort	p. 65
Secret #7 Reveal Your Character by Unveiling Your Courage	p. 76
Reflection: Assessing Your Magnetic Service Style	p. 85
Part 2 The Leadership Side of Magnetic Service	p. 89
Chapter 8 Trust Thrives When Leaders Lead Naturally	p. 95
Chapter 9 Hopes Spring Forth When Leaders Foster Revelation	p. 104
Chapter 10 Service Can Be Charismatic If Leaders Exhibit Boldness	p. 110
Chapter 11 Curiosity Lights Up When Leaders Learn Out Loud	p. 118
Chapter 12 Miracle Making Happens When Leaders Inspire Engagement	p. 126
Chapter 13 Customers Are Empowered When Leaders Promote Partnerships	p. 134
Chapter 14 Character Is Revealed If Leaders Have Soul	p. 141
Farewell	p. 149
Notes	p. 151
References	p. 153
Thanks!	p. 156
Index	p. 158
About the Authors	p. 167

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Summary

Summary

Author Notes

Table of Contents