Managing Knock Your Socks Off... | Buy

Summary

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 ofManaging Knock Your Socks Off Serviceprovides 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 Serviceshows how to create great service on a day-to-day, real-time, every-time basis.

Author Biography

Chip R. Bell (Gun Barrel, TX) is the founder of The Chip Bell Group, a consulting company that specializes in helping clients achieve service excellence. He is the author of more than sixteen books, including Service Magic and Magnetic Service.

The late Ron Zemke was founder of Performance Research Associates and was considered one of the leaders of the service quality revolution. He was coauthor of the best-selling Delivering Knock Your Socks Off Service (0-8144-7365-2) and other books in the popular Knock Your Socks Off series. Dave Zielinski is a freelance writer and editor based in Wisconsin.

Introduction Imperative
Find and Retain Quality People
Select Slowly...and Hire Carefully
Paying Attention to Employee Retention
Keeping Your Best and Brightest Imperative
Know Your Customers Intimately
Why Customer Satisfaction Isn't Enough (essentially new chap...2/3 new)
Listening Is a Contact Sport
A Complaining Customer Is Your Best Friend
The Binding Power of Customer Trust (new chapter)
Little Things Mean a Lot Imperative
Build a Service Vision
The Power of Purpose
Getting Your Focus Down on Paper
A Service Vision Statement Sampler
Service Standards Build Consistency (new chapter) Imperative
Make Your Service Delivery System ETDBW
Bad Systems Stop Good People
Fix the System, Then the People
Measure and Manage from the Customer's Point of View
Add Magic: Creating the Unpredictable and Unique (new title)
Make Recovery a Point of Pride
Reinventing Your Service System (originally chapter 30) Imperative
Train and Coach
Start on Day One (When Their Hearts and Minds are Malleable)
Training Creates Competence, Confidence and Commitment to Customers (new title)
Making Training Stick
Thinking and Acting Like a Coach Imperative
Involve and Empower
Empowerment Is Not a Gift
Removing the Barriers to Empowerment Imperative
Recognize, Reward and Celebrate
Recognition and Reward: Fueling the Fires of Service Success
Feedback: Breakfast, Lunch and Dinner of Champions
The Art of Interpersonal Feedback
Celebrate Success Imperative
Your Most Important Management Mission: Set the Tone and Lead the Way
Manager-Employee Trust: Ground Zero for Service Quality (new chapter)
Observation Is More Powerful than Conversation
The Journey from Boss to Leader
Table of Contents provided by Publisher. All Rights Reserved.

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.