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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.
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.
thumbs up. really helped me with my business. we struggled for a service vision till we got this book. buy it.Published on July 25, 2013 by andrew l. propst
This book has so far proven to be right on target. It ties in with many other books that I have read, and continues to prove that the right people in your life or business make... Read morePublished on January 24, 2011 by Darlene
Thank you for your product. The book came in new condition and the mailing was to the date.I would re-order from seller again.
This book has been around for a long time, but I found some of the information timeless. If you are a manager responsible for delivering good customer service, this is the book... Read morePublished on January 4, 2007 by Joe Perez