By Janelle Barlow
This ebook info a convention for including emotional worth to clients' stories and to these of employees. The practices exhibit that by means of knowing the serious function feelings play in developing patron stories, businesses can take their provider to new levels.
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Extra info for Emotional value: creating strong bonds with your customers
Defined in Senge's terms, love can serve as the support that takes the powerful emotional component of the service experience into account. Some cynics might call it hokey, but putting "heart" into customer service is not only good business, it is a necessary, competitive strategy in today's service/experience economy. Love, as defined by Senge, can also serve as the basis for an organization's standard of ethics. Robert Rabbin in his book Invisible Leadership, Igniting the Soul at Work puts it this way: "As we open to and embrace this power, this presence of love, we forge a new alliance with life and with work.
Includes bibliographical references and index. 8'12dc12 99-086124 CIP First Edition 05 04 03 02 01 00 10 9 8 7 6 5 4 3 2 1 Copyediting and proofreading: PeopleSpeak Interior design and production: Marin Bookworks Index: Leonard Rosenbaum Cover design: Richard Adelson Page v CONTENTS Foreword vii Preface xi Acknowledgments xvii Introduction: Adding Emotional Value to Your Customer's Experience 1 Part I: Building an Emotion-Friendly Service Culture 1 The Customer Is Always Emotional 15 2 Managing Emotions Begins with Me 33 3 Positive Emotional States Are an Asset 47 Assessing Your Organization's Emotion-Friendly Service Culture 58 Part II: Choosing Emotional Competence 4 Emotional Labor or Emotional Competence?
Finally, staff must know how to tie together the material, personal, and emotional dimensions of the service experience. One could say these are the delivery mechanisms of love. At its most fundamental level, this book is a call for civility, empathy, and authenticity when interacting with customers. In this regard, we draw from modern commentators such as Harvard Professor Sara Lawrence-Lightfoot, who in her latest book, Respect: An Exploration, explores why respect is the single most important ingredient in relationships.