Managing Knock Your Socks Off Service: Edition 3

AMACOM Div American Mgmt Assn
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In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back—and those who don’t soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with today’s empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • Recognize and reward good performance. The third edition features new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online. In short, everything readers need to ensure their frontline employees become their company’s biggest asset.
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About the author

CHIP R. BELL is the founder of The Chip Bell Group and author of many popular books including Wired and Dangerous. His work has been featured in The Wall Street Journal, Fortune, USA Today, Fast Company, Business Week and other major media.

RON ZEMKE was founder of Performance Research Associates and considered one of the leaders of the service quality revolution. He was coauthor of the bestselling Knock Your Socks Off Service series.

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Additional Information

AMACOM Div American Mgmt Assn
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Published on
May 1, 2013
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Business & Economics / Customer Relations
Business & Economics / General
Business & Economics / Management
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Chip R. BELL
In today's high-speed economy, the organizations that come out on top are those that service customers best. Serve customers "about as good as anybody else" and you wont be serving them for long! Serve them with distinction, and they will be customers for life. Today's customer demands service that is above the norm... service that makes its mark in their minds and hearts. The 2nd edition of "Managing Knock Your Socks Off Service" has been revamped with new examples, new stories, new research and new chapters to share with readers how they can successfully create world-class service in their operations and through their people, whether they work with their customers face-to-face or in e-space.; Written for front-line managers, supervisors, and owners of small companies, "Managing Knock Your Socks Off Service" shows how to create great service on a day-to-day, real-time, every-time basis. Zemke and Bell present eight clear goals for ensuring superior service: Find and retain quality people; Know your customers intimately; Build a Service Vision; Make Your Service Delivery System E.T.D.B.W.; Train and Coach; Involve and empower; Recognize, Reward and Celebrate; and Your Most Important Management Mission: Set the Tone and Lead the Way.; In spirited detail, "Managing Knock Your Socks Off Service" presents practical ways to achieve excellence in each of these vital areas. Chapters are filled with quotes from service standard-setters, such as FedEx, QVC, Travelocity, and Chick-Fill-A. The book also hones in on: The role of service excellence in creating a competitive edge for building customer commitment; The importance of finding, developing and retaining employees who are customer and service excellence oriented; The roles managers and supervisors play in creating and maintaining a service management process that aligns people, systems and customers; Taking service strategy down to the level of individual employees, and using it as a tool for coaching and motivation; Important tips and techniques for successfully training and coaching employees; and, Involvement and empowerment - you can't do it for them, and they can't do it alone. How to foster a team effort environment.
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