Managing Knock Your Socks Off Service

Bell, Chip R./ Zemke, Ron/ Zielinski, David

ISBN 10: 0814473687 / ISBN 13: 9780814473689

Published by Amacom Books, 2007

About this Item

2nd edition. 231 pages. 9.00x5.75x0.75 inches. In Stock.

Seller Inventory # 0814473687

Bibliographic Details

• Title: Managing Knock Your Socks Off Service
• Publisher: Amacom Books
• Publication Date: 2007
• Language: English
• ISBN 10: 0814473687
• ISBN 13: 9780814473689
• Binding: Paperback
• Illustrator: Bush, John
• Edition: 2nd Edition
• Condition: Brand New
• Weight: 0.35 kilograms

About this title

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 the Author

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, includingService 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-sellingDelivering 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.