Читать книгу Pattern for Excellence - Brigham Dickinson - Страница 6

CONTENTS

Foreword

Preface

Introduction

SECTION 1: Pattern, Principles and Practice

Chapter 1. The Pattern

Chapter 2. Principles

Chapter 3. Practices

SECTION 2: Eight Master Principles

Chapter 4. Principle 1: Be Positive

Chapter 5. Principle 2: Be Confident

Chapter 6. Principle 3: Listen

Chapter 7. Principle 4: Care

Chapter 8. Principle 5: Say “Yes”

Chapter 9. Principle 6: Ask

Chapter 10. Principle 7: Be Valuable

Chapter 11. Principle 8: Be Grateful

SECTION 3: WOW Performance

Chapter 12. Delivering WOW Service

Chapter 13. Creating a WOW Culture

Chapter 14. Sustaining WOW Performance

Endnotes

About the Author and Company