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Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
1
Recruit Creatively
and Hire Carefully
An ounce of selection is worth a pound of training.
—R.J. Heckman
Director of Talent Management,
Personnel Decisions International
On Interstate 4 southwest of Orlando, Florida, a striking cream
and tan building fronts the freeway. A big—very big—sign de-
fines 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 becom-
ing known for Knock Your Socks Off Service. They don’t
“hire” people for “jobs.” They “cast” performers in a “role.”
In service-focused companies, customer service jobs are
thought of less like factory work and much more like theater.
At a play, the audience files in, the curtain goes ...
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Publisher Resources

ISBN: 9780814473689