Firing on all Cylinders
by Jim Clemmer
January 29, 2011 11:00 pm
There are many reasons that most efforts to improve customer service levels fail. High on that list is a poor understanding of how to define, tune into, and measure customer expectations. Another key failure factor is rooted in the organization’s culture. Frontline service providers don’t feel well served by their organization. That’s because most managers are cops rather coaches, send inconsistent signals on customers’ true value, and aren’t effective team leaders. Jim Clemmer’s book, Firing on All Cylinders is a bestseller in both the U.S. and Canada because he provides straight-forward advice, vivid examples, and practical steps for action. Now two of the most popular and useful areas of this widely referenced book have been compiled and condensed for this 10 part podcast series.
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14 years agoLearn to Listen to Customers
14 years agoMeasuring Customer Satisfaction
14 years agoEmployee Involvement Teams and the New Organization
14 years agoNew Management Roles and Skills
14 years agoSignaling Commitment
13 years agoCoaching Skills
13 years agoTeam Leadership Skills
13 years ago