What is included with this book?
Bob Livingston, formerly head of sales at Unilever's The Lipton Company, is the founder and CEO of REL Communications, a consulting firm that moderates the Client Service Advisory boards of many Fortune 500 companies. He also leads service-based cultural transformations within the companies with which he consults.
Foreword | p. ix |
Introduction: A Service Revolution | p. 1 |
The Beginning | |
The State of Service | p. 9 |
Why Change? | p. 23 |
How to Change: The Roadmap | p. 35 |
The Transformation | |
Develop Your Purpose | p. 51 |
Establish Your Values | p. 63 |
Understand Client Needs | p. 79 |
Satisfy Client Needs | p. 95 |
Create a Service Action Plan | p. 123 |
Adopt the Traits of Great Service People | p. 141 |
The New Beginning | |
Seek Continuous Improvement | p. 163 |
Keep the Culture Growing | p. 185 |
Who Owns the Culture? | p. 211 |
So Once Again, Why Change? | p. 231 |
What Do You Do Next? | p. 269 |
Afterword | p. 277 |
Acknowledgments | p. 283 |
Index | p. 289 |
Table of Contents provided by Ingram. All Rights Reserved. |