Lessons in Service from Charlie Trotter

ISBN-10: 1580083153

ISBN-13: 9781580083157

Edition: 2001

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Book details

List price: $24.99
Copyright year: 2001
Publisher: Potter/TenSpeed/Harmony
Publication date: 11/28/2001
Binding: Hardcover
Pages: 240
Size: 6.50" wide x 9.50" long x 1.00" tall
Weight: 1.298
Language: English

SUSAN ALBERS MOHRMAN is Senior Research Scientist at the Center for Effective Organizations in the Graduate School of Business at the University of Southern California. PRISCILLA WOHLSTETTER is associate professor of politics and policy in the School of Education at the University of Southern California. She also serves as a senior research fellow with the Consortium for Policy Research in Education and directs CPRE's Study of School-Based Management, upon which this book is based.

Acknowledgments
Introduction: Magical Mystery Tour--An Evening at Charlie Trotter's
Knowing Your Business and Your Customer
Charlie Trotter and His Weird Sense of Attention to Detail
Reading the Customer's Mind
Leading: Hiring, Motivating, and Training Your Staff
Help Wanted: A Passion for Service
Stoking the Fires of Passion
Learning the Ropes on a Tight Ship
Executing: Making Great Service Happen Every Day
Building a One-on-One Customer Relationship
Back Stage at Charlie Trotter's
On Murphy's Law and the Rules of Recovery
Exceeding Expectations: Attracting Lifelong Customers
Going the Extra Mile (or Four) for the Customer
Travels with Charlie
Goodwill Hunting
Conclusion: It's the Journey, Not the Destination
Index
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