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; and, 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.
Managing Knock Your Socks Off Service
and over one million other books are available for Amazon Kindle.
Learn more
| ||||||||||||||||||||||||
Book Description
Frequently Bought Together
Editorial Reviews
Book Description
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, 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.
Product Details
Would you like to update product info or give feedback on images?
|
More About the Authors
Discover books, learn about writers, read author blogs, and more.
Customer Reviews
|
Share your thoughts with other customers:
|
||||||||||||||||||||||
|
Most Helpful Customer Reviews
6 of 6 people found the following review helpful:
5.0 out of 5 stars
A manual for daily living!,
This review is from: Managing Knock Your Socks Off Service (Paperback)
I have been working in the computer help desk field for almost 2 years and before that for 18 months in Marketing Communications. Reading this book and Delivering KYSOS has convicted me of many errors in attitude and performance and shows that excellent customer service does not have to be drudgery and can really be fun!Furthermore, as a side benefit, I have begun to apply KYSOS in my personal life as well, and am really enjoying it. It has also made me aware of excellent service when I receive it, and I now feel obligated to compliment the deliverer (and sometimes the manager!) rather than simply be served and move on. You don't have to work in a traditional Customer Service role to benefit. No matter what your work is, you have customers - your bosses, shareholders, executives, your secretaries and clerical help, your vendors, etc. And if you are out of work, your potential employers and interviewers are your customers! Don't buy this book or any in the Knock Your Socks Off series unless you are prepared to make some basic changes in your general attitude that will make your work and your personal life more rewarding and a lot more fun!
5 of 5 people found the following review helpful:
4.0 out of 5 stars
Good complete overview of service management basics,
By A Customer
This review is from: Managing Knock Your Socks Off Service (Paperback)
Very easy reading, but deep enough to explain the principles of managing service. Concepts are backed up with numbers and research. The text includes the right number of stories, cases and quotes to make the ideas come alive. Covers many topics related to service management. Does not assume "call center" customer service as the domain in question. In short, a good guide to service management !
2 of 2 people found the following review helpful:
5.0 out of 5 stars
Managing Knock Your Socks Off Service,
By R. Buffaloe (USA) - See all my reviews
This review is from: Managing Knock Your Socks Off Service (Paperback)
Managing Knock Your Socks Off Service is a must have book for anyone in the service industry. All companies have consumers, either internal(employees) or external (customers), or both. Zemke & Bell have created a simple, yet intricate formula for great customer service. First, there must be a vision for all to follow & it must be communicated to all. Great customer service is a critical factor in today's economy and will continue to be in the future. If you can provide great customer service first for your employees and allow them to be a viable resource for you, then they can carry on that vision and are able to provide knock your socks off service to your customers.If you are in management now or will be in the future, please read and learn how you can provide great customer service to your company, employees, and your customers. Success can be within your reach, if you apply the philosophy within this book.
Share your thoughts with other customers: Create your own review
|
|
Inside This Book
(learn more)
Key Phrases - Statistically Improbable Phrases (SIPs):
(learn more)
fix the system, service vision statement, grunt eyes, front liners, service recovery Key Phrases - Capitalized Phrases (CAPs): (learn more)
Knock Your Socks Off Service, Fast Company, Make Recovery, Point of Pride, Removing the Barriers, Dearborn Financial Publishing, The Art of Amazing Your Customers, Warm Fuzzies, Day One, Moments of Truth, Responsible Freedom, Contact Sport, Paying Attention, Little Things Mean, Add Magic, Business Week, Walt Disney World, Country Kitchen, Service America, Great Service Leadership, New York, Manager-Employee Trust, Dell Computer, Complaining Customer Is Your Best Friend, Marriott Hotels Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Surprise Me!
fix the system, service vision statement, grunt eyes, front liners, service recovery Key Phrases - Capitalized Phrases (CAPs): (learn more)
Knock Your Socks Off Service, Fast Company, Make Recovery, Point of Pride, Removing the Barriers, Dearborn Financial Publishing, The Art of Amazing Your Customers, Warm Fuzzies, Day One, Moments of Truth, Responsible Freedom, Contact Sport, Paying Attention, Little Things Mean, Add Magic, Business Week, Walt Disney World, Country Kitchen, Service America, Great Service Leadership, New York, Manager-Employee Trust, Dell Computer, Complaining Customer Is Your Best Friend, Marriott Hotels Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Surprise Me!
What Other Items Do Customers Buy After Viewing This Item?
Tags Customers Associate with This Product(What's this?)Click on a tag to find related items, discussions, and people.
|
Listmania!
So You'd Like to...
|
|
