LEADER 00000cam a2200829Ii 4500
001 ocn942753500
003 OCoLC
005 20230729211125.0
006 m o d
007 cr cnu|||unuuu
008 160303s2014 arua o 000 0 eng d
019 945135711|a945849655
020 9781935166214|q(electronic book)
020 1935166212|q(electronic book)
020 |z9781935166184
035 (OCoLC)942753500|z(OCoLC)945135711|z(OCoLC)945849655
040 N$T|beng|erda|epn|cN$T|dN$T|dYDXCP|dEBLCP|dMERUC|dOCLCQ
|dOCLCF|dOCLCQ|dOCLCO|dOCLCQ
043 n-us-ar
049 RIDW
050 4 HF5415.5|b.H38 2011eb
072 7 BUS|x082000|2bisacsh
072 7 BUS|x041000|2bisacsh
072 7 BUS|x042000|2bisacsh
072 7 BUS|x085000|2bisacsh
082 04 658.812|223
090 HF5415.5|b.H38 2011eb
100 1 Hatcher, Greg,|0https://id.loc.gov/authorities/names/
no2022139999|eauthor.
245 10 55 steps to outrageous service :|b["outrageous service"
principles to better serve your customers and reap the
benefits of satisfied customers, satisfied employees,
profitable results] /|cGreg Hatcher.
246 3 Fifty-five steps to outrageous service
250 First Parkhurst Brothers edition.
264 1 Little Rock, Arkansas. :|bParkhurst Brothers, Inc.,
Publishers,|c2011.
264 2 [Chicago] :|bChicago Distribution Center, a unit of the
University of Chicago Press.
300 1 online resource (188 pages) :|billustrations
336 text|btxt|2rdacontent
337 computer|bc|2rdamedia
338 online resource|bcr|2rdacarrier
340 |gpolychrome|2rdacc
347 text file|2rdaft
500 Subtitle from cover.
500 "This edition is published by arrangement with Tiger Books,
publisher of the previous hardcover edition."--Title page
verso.
505 0 Part One: Outrageous Service Philosophies; 1. Just Win the
Damn Ballgame; 2. The Definition of Outrageous Service --
3. The History of The Hatcher Agency; 4. Outrageous Work
ours (24 Hours a Day, of Course); 5. Tell People What ou
Are Going To Do, and Then Do It (It ain't braggin' if you
can back it up.); 6. On Your Worst Day You Must Still Be
Very Good; 7. The Hatcher Agency Employee Job Description;
8. Brianwash Yourself on the Way to Work; 9. There is No
Off Switch on a Tiger!; 10. Our Attitude is the
Difference; 11. Outrageous Service Means Saying No, Too.
505 8 12. If I Were a Car Salesman, I Would Sell Cadillacs13.
Honesty is the Best Policy; 14. Swim Upstream; Part Two:
""Outrageous Service"" Tools; 15. A Two-Dollar Bill for a
One Percent Improvement; 16. Five ""Thank You"" Notes per
Week; 17. Donuts in the Morning; Cookies in the Afternoon;
18. Holiday Cards; 19. Progress Notes; 20. Everybody Loves
a T-shirt; 21. Voice Mail by Request Only; 22. We Deliver;
23. The Enrollment Van; 24. Goodwill Calls; 25.
Expressions of Sympathy; 26. The Blue Sheet; 27. Employee
Birthdays and Annviersaries; 28. Fax Updates; 29. A
Dictation Unit is a Must.
505 8 30. Birthday CardsPart Three: ""Outrageous Service""
Ideas; 31. You Cannot Deliver ""Outrageous Service"" with
High Turnover; 32. You Have Made a Mistake That Hurts A
Customer ... Now What?; 33. Administrative Bonuses for All
Employees; 34. Staff Meeting at 7:00 a.m.; 35. Hatcher
Time (The Hatcher Agency On-Time Rules); 36. Be a List
Maker; 37. Write It Down; 38. How About a Personal Coach?;
39. Seek First to Understand ... Then to be Understood;
Part Four: ""Outrageous Service"" Equals Outrageous Sales;
40. Incentives Must Be Service-Based to Ensure Great
Service; 41. The Dan Gable Story.
505 8 42. ""Outrageous Service"" Will Get You Referrals43. You
Can Have Everything in Life You Want. . . ; 44. Fax
Information on Your Company Prior to the Appointment; 45.
Be a Community Volunteer; 46. Become the Best at What You
Do and You Will Never Have to Prospect Again; 47. Cross
Training; Part Five: Outrageous Education and Training;
48. Fringe and Intangible Benefits Can Lower Turnover and
Improve Service; 49. Yes, We Have a Full-Time Trainer; 50.
All Employees go to Insurance School; 51. Videotape
Training Sessions and Give Exams; 52. Read a Book a Month;
53. Speaker of the Month.
505 8 Part Six: Some Final Thoughts54. Don't Be Afraid to Fail;
55. Swing for the Fences.
520 Presents the customer service principles of the author,
drawn from his life experiences and current work as the
founder and president of the Hatcher Agency, an insurance
agency based in Little Rock, Arkansas.
588 0 Online resource; title from PDF title page (EBSCO, viewed
March 21, 2016).
590 eBooks on EBSCOhost|bEBSCO eBook Subscription Academic
Collection - North America
610 20 Hatcher Agency.
650 0 Customer services.|0https://id.loc.gov/authorities/
subjects/sh85034965
650 0 Customer relations.|0https://id.loc.gov/authorities/
subjects/sh85034963
650 0 Customer services|0https://id.loc.gov/authorities/subjects
/sh85034965|vCase studies.|0https://id.loc.gov/authorities
/subjects/sh99001484
650 0 Customer relations|0https://id.loc.gov/authorities/
subjects/sh85034963|vCase studies.|0https://id.loc.gov/
authorities/subjects/sh99001484
650 0 Insurance agents|0https://id.loc.gov/authorities/subjects/
sh85066805|zArkansas|zLittle Rock.|0https://id.loc.gov/
authorities/names/n79133172-781
650 7 Customer services.|2fast|0https://id.worldcat.org/fast/
885545
650 7 Customer relations.|2fast|0https://id.worldcat.org/fast/
885533
650 7 Insurance agents.|2fast|0https://id.worldcat.org/fast/
974633
650 7 BUSINESS & ECONOMICS|xIndustrial Management.|2bisacsh
650 7 BUSINESS & ECONOMICS|xManagement.|2bisacsh
650 7 BUSINESS & ECONOMICS|xManagement Science.|2bisacsh
650 7 BUSINESS & ECONOMICS|xOrganizational Behavior.|2bisacsh
651 7 Arkansas|zLittle Rock.|2fast|0https://id.worldcat.org/fast
/1206922
655 7 Case studies.|2fast|0https://id.worldcat.org/fast/1423765
655 7 Case studies.|2lcgft|0https://id.loc.gov/authorities/
genreForms/gf2017026140
776 08 |iPrint version:|aHatcher, Greg.|t55 Steps to Outrageous
Service : Outrageous Service Principles to Better Serve
Your Customers.|dMarion : Parkhurst Brothers, Inc., ©2011
|z9781935166184
856 40 |uhttps://rider.idm.oclc.org/login?url=https://
search.ebscohost.com/login.aspx?direct=true&scope=site&
db=nlebk&AN=1193878|zOnline ebook via EBSCO. Access
restricted to current Rider University students, faculty,
and staff.
856 42 |3Instructions for reading/downloading the EBSCO version
of this ebook|uhttp://guides.rider.edu/ebooks/ebsco
901 MARCIVE 20231220
948 |d20230922|cEBSCO |tebscoebooksacademic NEW JULY Quarterly
6516|lridw
994 92|bRID
