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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
5
Listening Is a
Contact Sport
Two ears, one mouth—you do the math.
—Unknown Author
Listening well is a rarity in our society. That helps explain the
popularity of psychologists, the scale of the divorce rate, and
why there are so many self-help books with communications
as their central theme. As a manager you have to serve as lis-
tening post and traffic analyst. Neither is as simple as it
sounds.
Part of the challenge of listening is filtering out the noise
of bias and defensiveness. When your front-line workers hear
customers suggesting ways your business could do more for
them, the instinctive response is to determine how much ad-
ditional work that might mean. When service employees hear
negative comments from customers about their or the organi-
zation’s ...
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Publisher Resources

ISBN: 9780814473689