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Managing Knock Your Socks Off Service Paperback – May 15, 2007


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Product Details

  • Series: Knock Your Socks Off
  • Paperback: 232 pages
  • Publisher: AMACOM; 2nd edition (May 15, 2007)
  • Language: English
  • ISBN-10: 0814473687
  • ISBN-13: 978-0814473689
  • Product Dimensions: 5.9 x 0.8 x 9.1 inches
  • Shipping Weight: 11.2 ounces
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (11 customer reviews)
  • Amazon Best Sellers Rank: #1,183,110 in Books (See Top 100 in Books)

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.


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Customer Reviews

4.6 out of 5 stars
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See all 11 customer reviews
Managing Knock Your Socks Off Service is a must have book for anyone in the service industry.
R. Buffaloe
Where if you miss a level or part of the book, you are missing a level of your front-line customer service.
Jodi Horne
The real life stories and examples helped me put things into perspective and apply them to my currant job.
Becca Welch

Most Helpful Customer Reviews

6 of 6 people found the following review helpful By "centercounter" on December 24, 2001
Format: 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!
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5 of 5 people found the following review helpful By A Customer on February 13, 1998
Format: 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 !
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2 of 2 people found the following review helpful By R. Buffaloe on November 27, 2001
Format: 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.
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1 of 1 people found the following review helpful By Jodi Horne on November 5, 2001
Format: Paperback
Managing Knock Your Socks Off Service by Zemble and Bell is a great resource book to have around. Not only for those who are just starting a business and want great customer service, but also for those companies who are in need of wanting to improve their customer service front-line to be better and those who already have a number one rated customer service. The book is a great way to explore how to train, reward, and empower your employees and self, but also how to retain your employees, how to get to know your customers and find a purpose for your business. In the end, hopefully not only will you be more happy and willing to achieve for yourself but for the company you work for as well.
To me Managing Knock Your Socks Off Service, refers to the foundation of building a number one front-line customer service for any business. Without the right steps I believe the company will be lost. I say Managing Knock Your Socks Off Service is the foundation because each part of the book not only builds to different levels, but each part of the book reflects back to each level, giving even more meaning behind the reason to have the level. Where if you miss a level or part of the book, you are missing a level of your front-line customer service. Making customer service a customer oriented service will make the company benefit even more because it has been proven that it costs more to get new customers than to keep old ones coming back.
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By Becca Welch on November 5, 2001
Format: Paperback
As a college student, I found this book very helpful not only for my future career in Consumer Services, but also in my currant part time position. One thing I have gained from this book is confidence. I feel that KYSOS did a great job in covering necessary topics and explained each with great detail. The real life stories and examples helped me put things into perspective and apply them to my currant job. I now have learned that the basis of quality customer service is not how much money the company makes, or how many products we produce, but by the many other topics covered by this book. It all starts with hiring the right people. I really enjoyed this book and I will refer back to it many times in the future!
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By andrew l. propst on July 25, 2013
Format: Kindle Edition Verified Purchase
thumbs up. really helped me with my business. we struggled for a service vision till we got this book. buy it.
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