It's All About Service

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.

Foreword ix Acknowledgments xiii About the Author xv Introduction xvii 1 It’s All About Trust 1 2 The Power of Vision Crafting 25 3 Generating Enthusiasm 47 4 No One Whistles a Symphony—It Takes an Orchestra to Play It 69 5 Character 89 6 Conflict Management 111 7 Competition 133 8 The Art of Coaching 157 9 Listening 181 10 Caring 201 Index 221