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從星巴克學到的殷勤款待:Just Say Yes!
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從星巴克學到的殷勤款待:Just Say Yes! 
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Item No.:316344 BKTW-0010708265
  
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ISBN: 9789863756453
Author: 目黑勝道
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商品別名:感動??
作者:目黑勝道
譯者:王慧娥
出版社:上奇時代
出版日期:2016年03月25日
語言:繁體中文
版別:初版
装订:平裝
页数:208
印刷:單色印刷
分級:普級
ISBN:9789863756453

內容簡介

清楚瞭解第一線工作,
建構教育訓練、人事制度的星巴克前組織開發經理人,
首次揭開星巴克自豪的人才與服務精髓。 


只要有用心、有「讓顧客開心」的念頭,一支筆也能提供服務。
 


如果你讀過霍華.舒茲的《勇往直前》,


那更不能錯過《從星巴克學到的殷勤款待》!
 


最直接面對顧客的第一線,星巴克的使命與精神,全由這些夥伴加以實現。
 


人們得到的,如果沒有超出原本的期待值,往往不會感動。至於期待值以上的事情,服務手冊無法提供。
 


完整公開星巴克對人才培育、團隊管理的Know-How。


祈願各位能透過工作而得到許許多多的感動體驗。



我以前任職過的公司,雖然把前進的道路訂定得非常明確,


但是在路的兩側,卻也建起了高聳的圍牆,


不讓任何人從那裡往旁邊跨出半步。
 


感覺像是透過禁止事項,顯示前行的方向。
 


相對於此,星巴克給我的感覺就不同了。
 


星巴克像是在遙遠的彼方,設定了目標終點,


還有一條長而粗的繩子,連向那裡。


感覺像是前行的時候,如果不偏離這條繩子,


即使走得東搖西晃,依舊能不忘初衷。



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