| Description |
xvii, 193 pages ; 24 cm |
| Series |
The Jossey-Bass management series |
|
Jossey-Bass management series.
|
| Contents |
Pt. 1. Facing the Service Challenge. 1. Serving Customers: From Isolated Heroes to Spirited Teams. 2. Confronting Reality: Discrepancies Between Good Service and Current Performance -- Pt. 2. Planning and Uniting. 3. Taking Charge: The Power of Working as a Team. 4. Creating a "Pull" System: A Shift in Organizational Focus. 5. Building Relationships: Elements of the Team-Based Organization -- Pt. 3. Creating and Sustaining. 6. Encouraging Teams: The Need for Leadership Support. 7. Forming Teams: New Structures for Service Efforts. 8. Working with Customers: The Bridge to Long-Term Relationships -- Pt. 4. Refining Abilities. 9. Managing Conflicts: Continuous Problem Solving Between Customers and Teams. 10. Managing Frustration and Anger: Key Skills for Effective Teamwork -- Conclusion: Nurturing the Customer-Responsive, Team-Based Organization -- Appendix: Guidelines for Action, Pitfalls to Avoid |
| Summary |
Teamwork for Customers offers a comprehensive guide to creating customer service-driven organizations, providing advice on such tasks as assessing how well your company currently meets customer needs, earning employee support for a service-oriented vision, and using teams to implement the vision. It also includes practical tips on such daily issues as solving customer grievances productively. The story of a hypothetical company's transformation to a customer service-oriented firm enhances the readability and usefulness of the book |
|
In an age characterized by a burgeoning array of products and services and declining consumer satisfaction, customer loyalty has become pivotal to businesses' financial success. In Teamwork for Customers, Dean Tjosvold shows executives and managers how to use team strategies to develop customer-responsive companies, in which customer relations are nurtured, problems are solved expeditiously, and customer needs and desires are integrated into corporate strategy |
| Notes |
Includes index |
| Bibliography |
Includes bibliographical references (pages 175-183) and index |
| Subject |
Customer services -- Management.
|
|
Teams in the workplace.
|
| Author |
Tjosvold, Dean.
|
| LC no. |
92028015 |
| ISBN |
1555424910 |
|
