Managing Knock Your Socks Off Service, 3rd Edition
| Author(s) | Chip R. Bell, Ron Zemke |
| ISBN10 | 0814432042 |
| ISBN13 | 9780814432044 |
| Format | Paperback |
| Pages | 256 |
| Year Publish | 2013 May |
Synopsis
The bestselling customer service management book—updated with fresh examples, new tools, and the latest, cutting-edge ideas. 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. - See more at:
About the Authors:
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 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 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.
