The Service Shift: Service Psychology To Empower And Inspire Stellar Employee Engagement
Kirby Joyce
This audiobook is narrated by a digital voice.
In The Service Shift, prepare to delve into the remarkable world of Service Psychology. This enlightening book offers a fresh perspective on how to empower and inspire stellar employee engagement. Authored by a team of experienced professionals, it uncovers innovative strategies to cultivate a thriving service-oriented workforce. By delving into the intricacies of Service Psychology, this book will equip both managers and employees alike with invaluable knowledge and practical tools. Through a concise and easy-to-follow structure, readers will gain insights into the underlying factors affecting employee engagement and satisfaction in a service-driven environment. Fueled by real-life examples and case studies, The Service Shift demonstrates how proactive service-focused strategies can transform any workplace. It explains the significance of nurturing strong employee-customer relationships as a cornerstone of business success, fostering loyalty, and promoting organizational growth. As the book unfolds, readers will unravel the power of empathy and emotional intelligence in forging meaningful connections with customers. It explores the art of effective communication, teaching readers how to convey messages clearly, resolve conflicts peacefully, and establish trust. Through mastering these invaluable skills, managers will learn how to nurture their employees' potential, while employees will acquire the ability to surpass customer expectations and leave a lasting positive impression. Moreover, The Service Shift brings attention to the importance of a supportive work culture, enabling employees to thrive both professionally and personally. It provides comprehensive guidance on fostering collaboration, recognizing achievements, offering constructive feedback, and developing growth opportunities. .
Duration - 3h 32m.
Author - Kirby Joyce.
Narrator - Digital Voice Cole G.
Published Date - Monday, 20 January 2025.
Copyright - © 2025 Christopher Jones Marino ©.
Location:
United States
Networks:
Kirby Joyce
Digital Voice Cole G
Christopher Jones Marino
English Audiobooks
Findaway Audiobooks
Description:
This audiobook is narrated by a digital voice. In The Service Shift, prepare to delve into the remarkable world of Service Psychology. This enlightening book offers a fresh perspective on how to empower and inspire stellar employee engagement. Authored by a team of experienced professionals, it uncovers innovative strategies to cultivate a thriving service-oriented workforce. By delving into the intricacies of Service Psychology, this book will equip both managers and employees alike with invaluable knowledge and practical tools. Through a concise and easy-to-follow structure, readers will gain insights into the underlying factors affecting employee engagement and satisfaction in a service-driven environment. Fueled by real-life examples and case studies, The Service Shift demonstrates how proactive service-focused strategies can transform any workplace. It explains the significance of nurturing strong employee-customer relationships as a cornerstone of business success, fostering loyalty, and promoting organizational growth. As the book unfolds, readers will unravel the power of empathy and emotional intelligence in forging meaningful connections with customers. It explores the art of effective communication, teaching readers how to convey messages clearly, resolve conflicts peacefully, and establish trust. Through mastering these invaluable skills, managers will learn how to nurture their employees' potential, while employees will acquire the ability to surpass customer expectations and leave a lasting positive impression. Moreover, The Service Shift brings attention to the importance of a supportive work culture, enabling employees to thrive both professionally and personally. It provides comprehensive guidance on fostering collaboration, recognizing achievements, offering constructive feedback, and developing growth opportunities. . Duration - 3h 32m. Author - Kirby Joyce. Narrator - Digital Voice Cole G. Published Date - Monday, 20 January 2025. Copyright - © 2025 Christopher Jones Marino ©.
Language:
English
Chapter 1: Introduction 7
Duration:00:00:01
- What is service psychology? 8
Duration:00:02:07
- Importance of understanding and motivating service employees 11
Duration:00:02:13
Chapter 2: Understanding the Service Employee 14
Duration:00:03:21
- The mindset of service employees 18
Duration:00:02:50
- Traits and characteristics of successful service employees 22
Duration:00:03:26
- Factors that impact service employee behavior and performance 26
Duration:00:03:21
Chapter 3: Motivating Service Employees 30
Duration:00:03:51
- The motivational factors unique to service employees 34
Duration:00:03:15
- Intrinsic and extrinsic motivators for service employees 38
Duration:00:02:52
- Creating a motivating work environment 41
Duration:00:02:46
Chapter 4: The Role of Leadership in Service Psychology 44
Duration:00:02:33
- The impact of leadership on service employee motivation 47
Duration:00:02:52
- Leadership styles and their effects on service employee behavior 50
Duration:00:02:48
- Strategies for effective leadership in a service-oriented environment 53
Duration:00:03:02
Chapter 5: Employee Selection and Recruitment 56
Duration:00:05:26
- Importance of selecting the right fit for service positions 62
Duration:00:03:33
- Effective recruitment strategies for service employees 66
Duration:00:03:20
- Techniques for assessing service-oriented qualities during the hiring process 70
Duration:00:03:13
Chapter 6: Training and Development for Service Employees 74
Duration:00:03:51
- The significance of continuous training and development 79
Duration:00:02:26
- Designing effective training programs for service employees 82
Duration:00:02:22
- Employee engagement and empowerment in the training process 85
Duration:00:02:26
Chapter 7: Performance Management and Feedback 88
Duration:00:04:23
- Establishing performance metrics for service employees 93
Duration:00:02:51
- Effective feedback techniques to improve performance 96
Duration:00:02:52
- Recognizing and rewarding outstanding service performance 99
Duration:00:02:38
Chapter 8: Employee Engagement and Satisfaction 102
Duration:00:03:19
- Understanding the link between engagement and job satisfaction 106
Duration:00:02:36
- Strategies to enhance employee engagement in service settings 109
Duration:00:03:15
- The potential impact of engaged service employees on overall organizational success 113
Duration:00:02:34
Chapter 9: Dealing with Challenges and Burnout 116
Duration:00:02:29
- Recognizing and addressing common challenges faced by service employees 119
Duration:00:02:46
- Techniques for preventing and managing burnout 122
Duration:00:03:10
- Promoting work-life balance in service-oriented industries 125
Duration:00:02:43
Chapter 10: The Impact of Stress on Service Employees 128
Duration:00:03:34
- Understanding the sources of stress in service jobs 132
Duration:00:03:01
- Strategies for coping with and reducing stress 135
Duration:00:02:46
- Creating a supportive and stress-free environment 138
Duration:00:02:54
Chapter 11: Diversity and Inclusion in Service Psychology 141
Duration:00:04:33
- The importance of diversity and inclusion in service industries 146
Duration:00:03:10
- Strategies for promoting diversity and inclusion among service employees 149
Duration:00:03:34
- Enhancing customer satisfaction through diverse and inclusive service teams 153
Duration:00:02:58
Chapter 12: Emotional Intelligence in Service Employees 157
Duration:00:02:41
- The relevance of emotional intelligence in service jobs 160
Duration:00:02:57
- Developing emotional intelligence skills in service employees 163
Duration:00:02:47
- Enhancing customer interactions through emotional intelligence 167
Duration:00:02:36
Chapter 13: Customer-Centric Service 170
Duration:00:02:48
- The role of service employees in delivering customer-centric service 173
Duration:00:02:33
- Techniques for cultivating a customer-focused mindset 176
Duration:00:03:26
- Strategies for exceeding customer expectations 180
Duration:00:03:10
Chapter 14: Building Strong Customer Relationships 184
Duration:00:02:28
- The significance of building trust and rapport with customers 187
Duration:00:02:32
- Techniques for establishing and maintaining long-term customer relationships 190
Duration:00:03:48
- Handling challenging customer interactions effectively 194
Duration:00:02:00
Chapter 15: Service Recovery and Complaint Handling 197
Duration:00:03:32
- The importance of effective service recovery and complaint resolution 201
Duration:00:02:41
- Strategies for handling customer complaints with care and empathy 204
Duration:00:03:05
- Turning negative customer experiences into positive opportunities 208
Duration:00:01:11
Chapter 16: Resilience in Service Employees 210
Duration:00:02:45
- Understanding resilience and its relevance in service roles 213
Duration:00:03:06
- Building resilience skills in service employees 216
Duration:00:02:51
- Techniques for bouncing back from challenging situations 219
Duration:00:03:20
Chapter 17: Using Technology to Enhance Service Psychology 223
Duration:00:02:10
- The impact of technology on service employee motivation and performance 226
Duration:00:02:37
- Leveraging technology to improve customer service 229
Duration:00:02:27
- Balancing technology and human interaction in service industries 232
Duration:00:03:14
Chapter 18: The Future of Service Psychology 236
Duration:00:02:57
- Emerging trends and challenges in service industries 239
Duration:00:02:49
- The evolving role of service employees in the future 242
Duration:00:02:33
- Strategies to adapt and thrive in a changing service landscape 245
Duration:00:03:33
Chapter 19: Conclusion 248
Duration:00:00:01
- Encouragement for implementing best practices in service psychology 249
Duration:00:02:13
- Closing thoughts on the value of understanding and motivating service employees 252
Duration:00:01:13