Page 188 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Index 167

on surveys, 76 Meyer, Danny, 18, 134
telephone use, 21–23 Milliken, 66
language handbook moods
importance of, 15–17
Negative Lexicon, 17–18 of employees in service departments,
leadership, 101–107 102–103
alignment in, 103
challenges of, 101–103 in preference-tracking systems, 53
characteristics of great service leaders, moral leadership, 105–106
motivation, by leaders, 105
103–105
by employees, 106–107 name of customer, 53–54
importance of, 101–103 Negative Lexicon, 17–18
in manufacturing-based systems, Netflix, 74, 121
New York Times, 42–43
101–102 non-compliant service, 133
moral, 105–106 nonverbal messages, 20–21, 97
motivation in, 105 Nordstrom, 42, 112
in orientation process, 91 notes
recognition in, 105
reward in, 105 follow-up, 141
in service-focused departments, after service recovery, 33

102–103 Oasis (Oasis Disc Manufacturing, 123,
standard setting in, 104–105 145, 147–152
support in, 105, 107
vision in, 103, 106–107 O’Connell, Patrick, 52–53
Lean Manufacturing methodology, 66– Ohno, Taiichi, 66
One Size Fits All (Heil), 47
70, 72 on-time delivery, 11–12, 104–105
Lexus, 64–65 optimism
lifetime value of loyal customer, 35–36,
of employees, 86–87
41 of leaders, 103–104
lily gilding, 110–111 orientation process, 90–98
listening, importance of, 12 attitudes in, 90–91
live chat, 24, 58, 122, 140 beliefs in, 90–91
Loftus, Elizabeth, 18, 131 brand ambassador process in, 93–94
creating, 90
Malcolm Baldrige National Quality Day One orientation, 91–94
Awards, 62 values in, 90–91

manufacturing-based systems pace of customer, 97
forecasted actual production, password access, 128, 129
101–102 pay-per-click options, 140
Lean Manufacturing technology, 66– Penn, Mark, 120
70, 72 perfect product/design, 8–9, 125–127
theoretical capacity, 101 performance measurement, 104–105
permission marketing, 56–57, 124–125
Martin, Demetri, 122 Per Se restaurant, 21
mass mailings, 24, 25, 122–124