Employee Management And Customer Service in

Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager's natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.

Gary Heil is an educator, business consultant, and expert on leadership, service quality, and change management. Founder of The Center for Innovative Leadership, Heil is a highly regarded speaker and frequent commentator on radio and television and has served on the Board of Examiners for the Malcolm Baldrige Quality Award. He is also the coauthor of Maslow on Management and Leadership and the Customer Revolution.

Chris Thomas is a professional writer from Boise, Idaho.

Preface

Chapter 1: Hiring Good People

Chapter 2: Federal Employment Laws

Chapter 3: Managing People Effectively

Chapter 4: Managing Union Employees

Chapter 5: Employee Benefits

Chapter 6: Retention and Motivation

Chapter 7: Building Core Values

Chapter 8: Managing in Difficult Situations

Chapter 9: Customer Service and Relationship-BUilding

Chapter 10:Retail Technology and Trends

Glossary

Index

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Employee Management And Customer Service in the Retail Industry

Summary

Author Biography

Table of Contents

Supplemental Materials