Coaching Knock Your Socks Off Service

Overview

Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. Now, thanks to authors Kristin Anderson and Ron Zemke, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people.

This newest Knock Your Socks Off book explains how to help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on. The authors present a model for successfully ...

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Overview

Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. Now, thanks to authors Kristin Anderson and Ron Zemke, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people.

This newest Knock Your Socks Off book explains how to help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on. The authors present a model for successfully coaching anyone, anywhere, and they show readers how to apply it in familiar coaching situations.

Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems. And they will learn a most important new skill- teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less.

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What People Are Saying

Bob Rosner
While it's designed as a guide to providing excellent customer service, it's full of valuable tips for any manager
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Product Details

  • ISBN-13: 9780814479353
  • Publisher: AMACOM
  • Publication date: 10/16/2009
  • Series: Knock Your Socks off Series
  • Pages: 174
  • Sales rank: 796,404
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.37 (d)

Meet the Author

"KRISTIN ANDERSON (Minneapolis, MN) is a principal of Performance Research Associates, co-author of two previous Knock Your Socks Off books, and author of Great Customer Service on the Telephone (AMACOM).

RON ZEMKE (Minneapolis, MN) is founder of Performance Research Associates and has authored or co-authored twelve books, including the Knock Your Socks Off series and Service America! This is the fifth book in the Knock Your Socks Off series, which has also engendered three major training programs, eleven films, and even a board game!"

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Table of Contents

Acknowledgments
Introduction: The World of the Customer Service Coach
1 Thinking and Acting Like a Coach 1
2 Skills of the Knock Your Socks Off Service Coach 14
3 "Welcome to the Team!" Coaching the New Employee 33
4 "Nice Job, Charlene!" Coaching for High Performance 48
5 "Can I Help?" Coaching on the Run 56
6 "Help! I'm Stumped." Coaching the Unsure Employee 66
7 "This Could Be Tricky." Coaching for Difficult Duty 73
8 "Great Opportunity, Charlie!" Coaching for Special Situations 84
9 The Coach's Nasty Nine 91
10 "Can We Talk?" Peer Coaching 128
11 Recommended Resources 144
About the Authors 147
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