Managing Knock Your Socks Off Service / Edition 2

Managing Knock Your Socks Off Service / Edition 2

5.0 1
by Chip R. Bell, Ron Zemke, John Bush
     
 

ISBN-10: 0814473687

ISBN-13: 9780814473689

Pub. Date: 05/15/2007

Publisher: AMACOM Books

In Delivering Knock Your Socks Off Service, Ron Zemke gave service-providers a crash course in how to care for customers. Now Zemke and Chip Bell show managers how to make exemplary service "happen" in their organization--over and over again.  See more details below

Overview

In Delivering Knock Your Socks Off Service, Ron Zemke gave service-providers a crash course in how to care for customers. Now Zemke and Chip Bell show managers how to make exemplary service "happen" in their organization--over and over again.

Product Details

ISBN-13:
9780814473689
Publisher:
AMACOM Books
Publication date:
05/15/2007
Series:
Knock Your Socks Off Series
Edition description:
Second Edition
Pages:
232
Product dimensions:
5.90(w) x 8.90(h) x 0.90(d)
Age Range:
18 Years

Related Subjects

Table of Contents

Contents

Preface....................v
Thanks....................viii
Imperative 1: Find and Retain Quality People....................1
1 Recruit Creatively and Hire Carefully....................3
2 Paying Attention to Employee Retention....................12
3 Keeping Your Best and Brightest....................18
Imperative 2: Know Your Customers Intimately....................27
4 "Emotionalizing" the Yardstick: Why Customer Satisfaction Isn't Enough....................29
5 Listening Is a Contact Sport....................36
6 A Complaining Customer Is Your Best Friend....................46
7 The Binding Power of Customer Trust....................53
8 Little Things Mean a Lot....................59
Imperative 3: Build a Service Vision....................67
9 The Power of Purpose....................69
10 Getting Your Vision Down on Paper....................73
11 A Service Vision Statement Sampler....................78
12 Standards and Norms: Delivering on the Service Promise....................83
Imperative 4: Make Your Service Delivery System ETDBW (Easy To Do Business With)....................91
13 Bad Systems Undermine Good People....................93
14 Fix the System, Not the People....................98
15 Measure and Manage from the Customer's Point of View....................107
16 Add Magic: Creating the Unpredictable and Unique....................115
17 Make Recovery a Point of Pride ... and a Focal Part of Your System....................122
18 Reinventing Your Service System....................131
Imperative 5: Train and Coach....................137
19 Start on Day One (When Their Hearts and Minds are Malleable)....................139
20 Training Creates Competence, Confidence, and Commitment to Customers....................146
21 Making Training Stick....................153
22 Thinking and Acting Like a Coach....................159
Imperative 6: Involve and Empower....................169
23 Fostering "Responsible Freedom" on the Front Lines....................171
24 Removing the Barriers to Empowerment....................178
Imperative 7: Recognize, Reward, and Celebrate....................185
25 Recognition and Reward: Fueling the Fires of Service Success....................187
26 Feedback: Breakfast, Lunch, and Dinner of Champions....................192
27 The Art of Interpersonal Feedback....................198
28 Celebrate Success....................203
Imperative 8: Your Most Important Management Mission: Set the Tone and Lead the Way....................209
29 Manager-Employee Trust: Ground Zero for Service Quality....................211
30 Observation Is More Powerful Than Conversation....................218
31 Great Service Leadership in Action....................221
Index....................227
About the Authors....................232

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Managing Knock Your Socks off Service 5 out of 5 based on 0 ratings. 1 reviews.
Anonymous More than 1 year ago