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 FABLED SERVICE

 

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Contents

Table of Contents

1

The Road to Fabled Service

The Issue

Why Fabled Service?

Why Isn't Fabled Service the Standard?

Committing Versus Resigning Yourself to Service

Make Service an Intrinsic Value

Commit to Service Leadership

From Philosophy to Practice

Fabled Service As Your Journey

 

2

Fabled Service Is a Way Of Life

The Issue

Living the Legend

Service Is a Way of Life

The Development of Excellence

What Do You Really Expect

Monomaniac With a Mission

Practice on the Small Things to Be Perfect on the Large

Being of Service Is a Journey

 

3

Fabled Service Is Defined by the Customers

The Issue

If the Customer Does Not Care About It, It Isn't Service

The Law of Unintended Results

A Prescription for Fabled Service

Customer Values

Moments of Truth and Opportunity

 

4

Fabled Service Is Everyone's Job

The Issue

Two Job Descriptions

Leading Your People

Empowerment

Ownership: Service Is Everyone's Job

 

5

Fabled Service Is Designed Into the System

The Issue

Why Can't You Find Good People

Design the Organization

Design the People Process

Design the Work Environment

Provide the Technology

Design the Message

Remove Impediments, Provide Enhancements

 

6

Fabled Service Is Inseparable From Integrity

The Issue

The Impact of Business

What Do We Mean By Integrity?

Integration Is Focus

 

77

Fabled Service Is Empowered by Leadership

The Issue

Traditional or Transformational Leaders?

Essential Elements of Leadership

Leaders Make a Lifetime Commitment

 

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