ORGANIZATIONAL LECTURE

ORGANIZATIONAL LECTURE - “MOMENTS OF TRUTH” CONTROLLING...

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ORGANIZATIONAL STRUCTURE EQUITY CLUB BOARD OF DIRECTORS EXECUTIVE COMMITTEE OTHER COMMITTEES STANDING AD HOC GENERAL MANAGER CLUB PROFESSIONALS DEPARTMENT MANAGERS EMPLOYEES BOARD OF DIRECTORS LEGAL DUTIES OF BOARD MEMBERS DUTY OF CARE DUTY OF LOYALTY DUTY OF OBEDIENCE STRUCTURE OF BOARD MAKEUP OF BOARD PRESIDENT VICE-PRESIDENT SECRETARY TREASURER ORIENTATION OF BOARD MEMBERS TOUR OF THE CLUB PRINTED MATERIAL
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DISCUSSION SESSION MEAL MEDIA PRESENTATION QUESTION/ANSWER SESSION BOARD MEETING CLUB WRITTEN RECORDS ARTICLES OF INCORPORATION BY-LAWS RULES FINANCIAL RECORDS MEETING MINUTES AGENDAS THE GENERAL MANAGER GETTING STARTED LONG TERM SUCCESS SERVICE EXCELLENCE PRIMARY GOAL “ PROVIDE CLUB MEMBERS WITH A POSITIVE EXPERIENCE EVERY TIME THEY COME TO THE CLUB” EXTRAORDINARY SERVICE IS THE DIFFERENCE BETWEEN PRIVATE CLUBS AND PUBLIC. THREE FEATURES OF OUTSTANDING SERVICE ORGANIZATION
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STRATEGY CUSTOMER-ORIENTED FRONT LINE EMPLOYEES CUSTOMER FRIENDLY SYSTEMS
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Unformatted text preview: “MOMENTS OF TRUTH” CONTROLLING SERVICE ENCOUNTERS EMPOWER EMPLOYEES DELEGATE AUTHORITY PROVIDE TECHNOLOGY AND EQUIPMENT TREAT EMPLOYEES LIKE CUSTOMERS AND REWARD ENCOURAGE STRONG COMMUNICATION WITH MEMBERS PLEDGE TO CUSTOMERS MONITOR SALES OBTAIN FEEDBACK SUGGESTION BOXES/COMMENT CARDS FOCUS GROUPS SURVEYS LISTENING DEVELOP MEMBER-DRIVEN SERVICE STANDARDS IDENTIFY NEEDS DEVELOP GOALS DEVELOP OPERATING PROCEDURES PROVIDE COMPREHENSIVE TRAINING MEASURE WITH FEEDBACK CREATING A SERVICE CULTURE IDENTIFY FOUNDATIONAL VALUES MISSION STATEMENT COMMUNICATE STATEMENT TO ALL GROUPS DEVELOP INTERNAL AND EXTERNAL SERVICE DELIVERY SERVICE GAPS CLUB NOT PROACTIVE OUTDATED STANDARDS DIFFERENCE BETWEEN SPECS AND DELIVERY FAILURE TO DELIVER ON PROMISE SERVICE RECOVERY APOLOGIZE EMPATHIZE COMPENSATE WILLINGNESS TO HELP MEMBER EVEN IF IT IS NOT YOUR FAULT....
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This note was uploaded on 01/26/2011 for the course HRIM 318 taught by Professor Howard,paul during the Fall '10 term at Penn State.

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ORGANIZATIONAL LECTURE - “MOMENTS OF TRUTH” CONTROLLING...

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