O'Reilly logo

Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

1

Recruit Creatively and Hire Carefully

Development can help great people be even better—but if I had a dollar to spend, I’d spend 70 cents getting the right person in the door.

—Paul Russell

Director of Leadership andDevelopment, Google

On Interstate 4 southwest of Orlando, Florida, a striking cream and tan building fronts the freeway. A big—very big—sign defines it in one eloquently simple word: casting. It’s the Walt Disney World personnel office. That one word says a lot about not just Disney but all companies that are focused on becoming known for Knock Your Socks Off Service. They don’t “hire” people for “jobs” in an organization; they “cast” people for a “role” in a service performance.

In service-focused companies, customer service ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required