Sustaining Knock Your Socks off Service

Sustaining Knock Your Socks off Service

by Thomas K. Connellan
     
 
Ron Zemke shook up the service industry with his two bestselling books on delivering and managing "knock your socks off" service. Now, he and Tom Connellan, a leading authority on the behavioral aspects of service quality, describe the powerful strategies that companies need to know to hang on to the efforts they started in the "gold rush" toward service quality.

Overview

Ron Zemke shook up the service industry with his two bestselling books on delivering and managing "knock your socks off" service. Now, he and Tom Connellan, a leading authority on the behavioral aspects of service quality, describe the powerful strategies that companies need to know to hang on to the efforts they started in the "gold rush" toward service quality.

Editorial Reviews

Barbara Jacobs
The inventors of the concept of "knock your socks off service" elaborate on their principles of delivering and managing service. Not only do they hold up such exemplars as Federal Express and L. L. Bean, they also pay attention to small businesses. One of their biggest assets is clarity; they carefully explain customer motivation and incentives, behavior changes in customers, and how to identify customer "moments of truth" when enhancing service is either highly or hardly noticeable. Charts accompany all the advice. The best tips, however, are to be found in the case histories.

Product Details

ISBN-13:
9780814451595
Publisher:
AMACOM
Publication date:
06/01/1993
Pages:
192
Product dimensions:
5.91(w) x 9.06(h) x (d)

Related Subjects

Meet the Author

"RON ZEMKE (Minneapolis, MN) is consultant to both Fortune 500 and small-business clients. He has had nine books published, including Delivering Knock Your Socks Off Service and Managing Knock Your Socks Off Service (both AMACOM), and Service America.

THOMAS K. CONNELLAN (Ann Arbor, MI) is a respected speaker on the behavioral aspects of quality, and an advisor to major corporations. He is also the author of four books and many articles."

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