激发MOTIVATION

Therearehundredsoftactics,describedindozensofmotivationbooks,toproduceashort-termboostinemployeemorale.Butnoneofthemlast.Ifyouwanttrulymotivatedemployeesforthelongterm—leadingtohighercustomersatisfactionandloyalty—youmustgiveemployeesamotivetowanttodowellontheirown.Thisuniquetwo-prongedapproachprovidestechniquesforintroducingpowerfulmovtivatorstoenergizeworkersandoutlinesaprocessforeliminatingthemostcommonandpervasivede-motivators.作者简介：PaulLevesquehastwodecades’experienceasaninternationalbusinessconsultantspecializingincustomerservice.HeistheauthorofCustomerServiceMadeEasy(1-932531-912EP,2006).