Card play: Service communication management ace

Author: Li Zhoushu
Publisher:
Publish Date: 2006-09-01
Features: This book elaborates on the concepts and methods of how enterprises can excel in service communication from 12 aspects: Harmony, Heart, Gradualness, Promises, Quality, Advice, Leverage, Capacity, Tolerance, Appropriateness, Innovation, and Perfection. In terms of concepts, the book provides detailed explanations for each "trump card" through the "Trump Dictionary":
- Harmony: The harmony of the Tao, the harmony of people, and the way of competition and cooperation.
- Heart: Show concern for others with the same care you show for yourself.
- Gradualness: Pay attention to details and prevent small problems from becoming big ones.
- Promises: Be trustworthy and keep your word, demonstrating great credibility.
- Quality: The best product quality is the best product service; the best attitude is the service quality customers desire; distinctive marketing has a promising future.
- Advice: Be receptive to good advice and take criticism gracefully.
- Leverage: Utilize scientific support.
- Capacity: Possess magnanimity, elegance, and quality.
- Tolerance: Be tolerant and inclusive, attracting talent and consolidating resources.
- Appropriateness: Adjust and adapt, allowing a positive mindset to create positive outcomes.
- Innovation: Break old conventions, discard outdated views, and keep pace with the times.
- Perfection: Handle matters with grace and stability, ensuring team cohesion.
In terms of methods, the book provides in-depth introductions to five action principles for each "trump card" and analyzes corresponding classic success and failure cases. Additionally, it introduces the core management ideas of 12 management experts (Du Gui, Hu Daping, Wang Jianye, Wang Rongyao, Wang Yao, Cao Zixiang, Yang Jianwei, Yuan Yue, Tong Jingguo, Chen Hongjiang, Bian Weilin, Jin Zhengkun) and 12 top executives (Wang Shiqi, Li Ning, Zhang Yue, Zeng Xianzi, Zong Qinghou, Niu Gensheng, Warren Buffett, Ma Boliang, Yang Yuanqing, Feng Lun, Zhen Ronghui, Ma Huateng).
This book presents the most effective management ideas and tools of the modern world in the form of 54 playing cards, targeting specific needs and easy to understand.