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Firing on all Cylinders

Jim Clemmer

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Firing on all Cylinders
Firing on all Cylinders

Firing on all Cylinders

Jim Clemmer

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About Us

There are many reasons that most efforts to improve customer service levels fail. High on that list is a poor understanding of how to define, tune into, and measure customer expectations. Another key failure factor is rooted in the organization's culture. Frontline service providers don't feel well served by their organization. That's because most managers are cops rather coaches, send inconsistent signals on customers' true value, and aren't effective team leaders.Jim Clemmer's book, Firing on All Cylinders is a bestseller in both the U.S. and Canada because he provides straight-forward advice, vivid examples, and practical steps for action. Now two of the most popular and useful areas of this widely referenced book have been compiled and condensed for this 10 part podcast series.

Latest Episodes

Team Leadership Skills

The extent to which supervisors and management embrace the movement toward an involved, team-based organization is heavily influenced by their team skills.

11 MIN2011 JAN 29
Comments
Team Leadership Skills

Coaching Skills

Coaching skills are critical -- so why aren't managers and executives better coaches? This month's podcast looks at key coaching skills and how to develop them.

10 MIN2011 JAN 2
Comments
Coaching Skills

Signaling Commitment

Whether Service/Quality improvement will be a true cultural shift or 'just another program' depends on the signals management sends with its daily behavior. This month's podcast looks at the critical aspect of management buy-in and committment.

14 MIN2010 NOV 29
Comments
Signaling Commitment

New Management Roles and Skills

Nurturing volunteerism across an organization requires radical changes in the way managers and executives perform their own roles. This month's podcast looks at the changing role of different levels of management.

8 MIN2010 OCT 27
Comments
New Management Roles and Skills

Employee Involvement Teams and the New Organization

Delivering great service, being involved in the improvment process and contributing to a teams effectiveness is a voluntary effort. No amount of pushing from management will produce continuous improvement.

10 MIN2010 SEP 8
Comments
Employee Involvement Teams and the New Organization

Measuring Customer Satisfaction

What to measure and where to start is simple. Start with those things your customers find important.

3 MIN2010 AUG 11
Comments
Measuring Customer Satisfaction

Learn to Listen to Customers

What could be more obvious? Find out what your customer wants against all three rings of perceived value and deliver it. But like good nutrition, knowing what to do isn't go to help you if you don't act on it.

10 MIN2010 JUL 28
Comments
Learn to Listen to Customers

The Three Rings of Perceived Value

First ring is the product, the second ring is the service and the third ring is enhanced service. Are you looking at your products and services through the eyes of your customer?

13 MIN2010 MAY 12
Comments
The Three Rings of Perceived Value

Using the Customer's Yardstick

The answer to what is considered high and poor service quality is simple. It's whatever the customer says it is.

4 MIN2010 MAY 12
Comments
Using the Customer's Yardstick

Why focus on Customer service

Service is the major competitive battleground. Thanks to technology consumers are generally happy. But how organizations handle problems when they do occur becomes the key to successful customer service.

8 MIN2010 MAR 18
Comments
Why focus on Customer service
the END

Latest Episodes

Team Leadership Skills

The extent to which supervisors and management embrace the movement toward an involved, team-based organization is heavily influenced by their team skills.

11 MIN2011 JAN 29
Comments
Team Leadership Skills

Coaching Skills

Coaching skills are critical -- so why aren't managers and executives better coaches? This month's podcast looks at key coaching skills and how to develop them.

10 MIN2011 JAN 2
Comments
Coaching Skills

Signaling Commitment

Whether Service/Quality improvement will be a true cultural shift or 'just another program' depends on the signals management sends with its daily behavior. This month's podcast looks at the critical aspect of management buy-in and committment.

14 MIN2010 NOV 29
Comments
Signaling Commitment

New Management Roles and Skills

Nurturing volunteerism across an organization requires radical changes in the way managers and executives perform their own roles. This month's podcast looks at the changing role of different levels of management.

8 MIN2010 OCT 27
Comments
New Management Roles and Skills

Employee Involvement Teams and the New Organization

Delivering great service, being involved in the improvment process and contributing to a teams effectiveness is a voluntary effort. No amount of pushing from management will produce continuous improvement.

10 MIN2010 SEP 8
Comments
Employee Involvement Teams and the New Organization

Measuring Customer Satisfaction

What to measure and where to start is simple. Start with those things your customers find important.

3 MIN2010 AUG 11
Comments
Measuring Customer Satisfaction

Learn to Listen to Customers

What could be more obvious? Find out what your customer wants against all three rings of perceived value and deliver it. But like good nutrition, knowing what to do isn't go to help you if you don't act on it.

10 MIN2010 JUL 28
Comments
Learn to Listen to Customers

The Three Rings of Perceived Value

First ring is the product, the second ring is the service and the third ring is enhanced service. Are you looking at your products and services through the eyes of your customer?

13 MIN2010 MAY 12
Comments
The Three Rings of Perceived Value

Using the Customer's Yardstick

The answer to what is considered high and poor service quality is simple. It's whatever the customer says it is.

4 MIN2010 MAY 12
Comments
Using the Customer's Yardstick

Why focus on Customer service

Service is the major competitive battleground. Thanks to technology consumers are generally happy. But how organizations handle problems when they do occur becomes the key to successful customer service.

8 MIN2010 MAR 18
Comments
Why focus on Customer service
the END