Managing Knock Your Socks Off Service: Second Edition revisions by Chip Bell and Dave Zielinski - Softcover

Bell, Chip R.; Zemke, Ron

Softcover

ISBN 10: 0814473687 ISBN 13: 9780814473689

Publisher: Amacom, 2007

Synopsis

Today’s customers demand service that isn’t just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space.

Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to:

• find and retain service-oriented people
• get to know customers intimately
• build a service vision
• train and coach
• create and maintain a service management process that aligns people, systems, and customers
• involve and empower employees
• recognize and reward good performance.

Filled with examples from service standard-setters such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis.

About this title

Product Description:

Managing Knock Your Socks Off Service

From the Author:

Get The Whole Set!!
Managing Knock Your Socks Off Service is the second book in the best-selling "Knock Your Socks Off Service" series...all published by AMACOM Books in NY. The other books in the series include: Delivering Knock Your Socks Off Service by Kristin Anderson and Ron Zemke, Sustaining Knock Your Socks Off Service by Thomas K. Connellan and Ron Zemke, Knock Your Socks Off Answers by Kristin Anderson and Ron Zemke, Coaching Knock Your Socks Off Service by Ron Zemke and Kristin Anderson, and the soon to be released, Tales From Knock Your Socks Off Service by Kristin Anderson and Ron Zemke.

About this edition

• Publisher: Amacom
• Publication date: 2007
• ISBN 10: 0814473687
• ISBN 13: 9780814473689
• Binding: Paperback
• Edition number: 2
• Number of pages: 224