Boomerang!

Front Cover
Pollinger in Print, 2007 - Business & Economics - 260 pages
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Quality of service is essential in the retail industry, if customers are to return time after time. This book sets out the "Continue and Begin" method of training for quality, using anonymous shoppers to observe staff in action. It explains how to motivate people and help them to improve, to achieve consistent high quality service across all branches of a company.
 

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Contents

ACKNOWLEDGEMENTS
11
INTRODUCTION
25
Implementing the Model of Excellence
41
Coaching application
49
Observed behaviour coaching
51
Mystery shopping coaching
53
Judgement or observation?
57
The Structure of WellDoneNess
60
The Model of Excellence
123
Positivity
127
What do you want to learn?
129
Do or no do No try
133
KITA movement
136
Draw a townhouse
140
Judgement or observation?
154
Language patterns that hinder coaching
162

Motivation versus movement
65
Behaviour breeds behaviour
68
Accentuating the positive
73
The Continue Begin coaching model
75
Kipling Coaching
84
Language that hinders
87
Language that helps
95
The Cant to Can change model
97
Sitting with Nellie
104
Team coaching
106
CONTINUE BEGIN WORKSHOP TRANSCRIPT
113
Introduction
117
Constructive language patterns
180
The Cant to Can change model
186
Behaviour breeds behaviour
199
Coaching observed behaviour
209
Coaching using mystery shopping recordings
212
Action planning with mystery shopping
229
Practice time
236
Onetomany coaching
239
Embedding your learning
244
Five little dickie birds
249
APPENDIX Judgement or observation answers
251
Copyright

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