Sustaining Knock Your Socks off Service

Overview

Customer service programs are easy to initiate - thousands of companies start them every year, only to see their efforts falter after the first three months. So how do you keep service momentum going once basic training's over and your employees are sitting comfortably back behind their desks? With Sustaining Knock Your Socks Off Service. Ron Zemke's first two books showed managers how to deliver and manage Knock Your Socks Off Service. Now he and Tom Connellan explain how to keep customers coming back for more. ...
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1993-11-01 Hardcover New NEW. NO remainder markings. A brand new book perfect inside and out. In a nice dj as well.

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Hardcover New Ships From Canada. Some writing on the inside cover, otherwise new. Sewn binding. Paper over boards. 176 p. Audience: General/trade. Ingram: 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. --This text refers to the Paperback edition. Read more Show Less

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1993 Hard cover Some writing on the inside cover, otherwise new. Sewn binding. Paper over boards. 176 p. Audience: General/trade. Ingram: 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. --This text refers to the Paperback edition. Read more Show Less

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1993 Hard cover First edition. New in new dust jacket. Signed by author. TIGHT & UNREAD/nice copy/BRIGHT & CLEAN/ inscription SIGNED BY AUTHOR: "Peter, I hope this knocks your ... Socks off, TOM" (MX213 176 p. Read more Show Less

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Overview

Customer service programs are easy to initiate - thousands of companies start them every year, only to see their efforts falter after the first three months. So how do you keep service momentum going once basic training's over and your employees are sitting comfortably back behind their desks? With Sustaining Knock Your Socks Off Service. Ron Zemke's first two books showed managers how to deliver and manage Knock Your Socks Off Service. Now he and Tom Connellan explain how to keep customers coming back for more. And just exactly what is Knock Your Socks Off Service? According to Zemke and Connellan, it's "making sure you know what your customer wants and expects from you, being flexible in meeting those demands, treating the customer like a partner rather than an adversary or an end-user, and working like heck to make it easy for a customer to do business with you." Sustaining Knock Your Socks Off Service presents a conceptual framework for sustaining customer service initiatives. It provides powerful strategies and proven techniques for integrating quality into your everyday business practice. And it contains examples of the techniques at work so that managers will know what to do right after finishing each chapter. In an engaging and witty manner, experts Zemke and Connellan handle plenty of serious issues in their book. They examine the most frequent causes of service program burnout in detail and supply potent advice for handling them. You'll discover why "roller-coaster" performance develops, how to cure it, and how to prevent it; why most customer service training programs are doomed to never reach their full potential and what to do about it; how to shorten the learning curve for service-quality behavior; the role of positive expectations and reinforcement in affecting service quality; and how to make continuous improvement a permanent part of corporate culture. So you've gotten a service program off the ground. Congratulations! As Zemke and Connellan po
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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.
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Product Details

  • ISBN-13: 9780814451595
  • Publisher: AMACOM
  • Publication date: 6/1/1993
  • Pages: 192

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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