Sustaining Knock Your Socks Off Service (Knock Your Socks Off Series) - Softcover

Thomas K. Connellan; Ron Zemke

9780814478240: Sustaining Knock Your Socks Off Service (Knock Your Socks Off Series)

Softcover

ISBN 10: 0814478247 ISBN 13: 9780814478240

Publisher: Amacom Books, 1993

Provides advice to companies which have implemented the principles of quality customer-oriented service about techniques for maintaining and improving their original high level of service

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Book Description:

"Ron Zemke shook up the service industry with his two best-selling books on delivering and managing ""knock your socks off service."" Now he's doing it again with Sustaining Knock Your Socks Off Service telling how companies can successfully hang on to the efforts they started in the gold rush toward service quality.

Zemke and co-author Tom Connellan set up an easy-to-grasp framework of what it takes to sustain quality initiatives, describe exactly what techniques are needed to make them a reality, and supply vivid examples of the techniques in action. They offer powerful strategies while tackling issues such as:

* Why so many service initiatives fizzle out -- and how to make them permanent

* Why roller-coaster performance develops and how to cure it

* How to shorten dramatically the learning curve for service quality behavior

* How to make continuous improvement a permanent part of corporate culture"

About the Author:

"RON ZEMKE (Minneapolis, MN) is consultant to both Fortune 500 and small-business clients. He has had nine books published, including Delivering Knock Your Socks Off Service and Managing Knock Your Socks Off Service (both AMACOM), and Service America.

THOMAS K. CONNELLAN (Ann Arbor, MI) is a respected speaker on the behavioral aspects of quality, and an advisor to major corporations. He is also the author of four books and many articles."

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