导语

  

    "Customer Mania! offers an extraordinary example of roll up your sleeves, get in the trenches, know the details, build the team, and take the mountain. Ken Blanchard and his coauthors have found the perfect model in the Yum! organization"

内容提要

  

    Customer Mania!tells the true story of how superlative customer service can empower a workforce and drive a business to huge success. By embracing this philosophy and projecting the vision themselves, everyone helps the company become a leading worldwide success.
    This practical guide by the author of the international sensations The One Minute Manager and Raving Fans!explores customer service through the story of Yum!, owners of KFC, Pizza Hut and Taco Bell. Providing lessons for business people in any customer-focused organization, it shows how to create a unified, people- first, 'customer mania' culture and how you can make it work for you.

    PART I
  The Do-Over
1  Yum! Meets the One Minute Manager
2  A BriefHistoryofYum! Brands

    PART II
  How to Build a Customer-Focused Company the Right Way
  THE FOUR STEPS
3  Step One: Set Your Sights on the Right Target
4  Step Two: Treat Your Customers the Right Way
5  Step Three: Treat Your People the Right Way
     Get the Right People on the Team
     Recruiting and Hiring
     Give People the Right Start
     Training and Development
     Give People the Right Help
     Performance Management
     Get People Wired In
     Developing the Right Systems and Processes
     Get People Inspired
     Creating a Recognition Culture
     Give People Opportunities To Grow
     Career Planning the Right Way
6  Step Four: Have the Right Kind of Leadership

    PART III
  Next Steps
7  The High Hurdle: Cracking the Code on Customer Mania
8  It's Your Choice: The Yum! Door or the Dumb Door?
   Acknowledgments