Lessons in Service from Charlie Trotter

Name: Lessons in Service from Charlie Trotter
Price: 9.89 USD
Availability: InStock
ISBN: 9781580083157

ISBN-10: 1580083153

ISBN-13: 9781580083157

Edition: 2001

Authors: Edmund Lawler, Charlie Trotter, Ed Lawler

List price: $24.99

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Book details

List price: $24.99
Copyright year: 2001
Publisher: Potter/Ten Speed/Harmony/Rodale
Publication date: 11/28/2001
Binding: Hardcover
Pages: 240
Size: 5.98" wide x 9.09" long x 0.87" tall
Weight: 1.034
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