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9781576753750

Magnetic Service

by
  • ISBN13:

    9781576753750

  • ISBN10:

    1576753751

  • Format: Trade Paper
  • Copyright: 2006-01-08
  • Publisher: Berrett-Koehler Publishers

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Summary

Magnetic Service-winner of the 2004 Ben Franklin Award for Best Business Book-is widely used in customer service training in North America. With cutting-edge relevance and "make-a-difference" practical tools, it reveals the seven secrets behind the cult-like followings of firms like Starbucks and Harley-Davidson.

Author Biography

Chip R. Bell is a senior partner with the Dallas-based The Chip Bell Group Bilijack R. Bell is a commercial real estate professional with Wilson, Hull & Neal in Atlanta

Table of Contents

Foreword ix
Rich Teerlink
Welcome xi
Preview You Don't Know Jack . . . Or Do You? 1(6)
Part One The Secret Side of Magnetic Service
7(82)
Secret #1: Make Trust a Verb
17(11)
Secret #2: Focus on Customer Hopes, Not Just Needs
28(9)
Secret #3: Add ``Charisma'' to the Service Mix
37(10)
Secret #4: Engage the Customer's Curiosity
47(9)
Secret #5: Give Customers an Occasional Miracle
56(9)
Secret #6: Empower Customers Through Comfort
65(11)
Secret #7: Reveal Your Character by Unveiling Your Courage
76(13)
Reflection: Assessing Your Magnetic Service Style
85(4)
Part Two The Leadership Side of Magnetic Service
89(60)
Trust Thrives When Leaders Lead Naturally
95(9)
Hopes Spring Forth When Leaders Foster Revelation
104(6)
Service Can Be Charismatic If Leaders Exhibit Boldness
110(8)
Curiosity Lights Up When Leaders Learn Out Loud
118(8)
Miracle Making Happens When Leaders Inspire Engagement
126(8)
Customers Are Empowered When Leaders Promote Partnerships
134(7)
Character Is Revealed If Leaders Have Soul
141(8)
Farewell 149(2)
Notes 151(2)
References 153(3)
Thanks! 156(2)
Index 158(9)
About the Authors 167

Supplemental Materials

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