9780814477847 / 0814477844

Managing Knock Your Socks Off Service





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About the book:

"In Delivering Knock Your Socks off Service, Ron Zemke gave service providers a crash course in how to care for customers. Now, in Managing Knock Your Socks Off Service, Zemke and Chip Bell show managers how to make exemplary service ""happen"" in their organization over and over again. As Zemke and Bell point out, having excellent service providers is only half of the service battle. For without support and appreciation for a good job, and the right systems to deliver what they've promised customers, service providers soon wither and die -- or quit. And worse, customers go off in search of care. Written for front-line managers, supervisors, and owners of small companies, Managing Knock Your Socks Off Service shows how to create good service on a day-to-day, real-time, every-time basis. Zemke and Bell present eight clear goals for ensuring superior service: 1. Find and retain quality people 2. Know your customers intimately 3. Focus your unit on a specific organizational purpose 4. Create easy-to-do-business-with delivery systems 5. Train -- and support -- employees 6. Involve and empower employees 7. Recognize and reward good performance 8. Set the tone and lead the way through your personal example In spirited detail, Managing Knock Your Socks Off Service presents practical ways to achieve excellence in each of these vital areas. Chapters are filled with quotes from service standard-setters, such as Marriott, Federal Express, and Southwest Airlines. According to Zemke and Bell: ""The corporate hero of the 1990's will be the manager who understands the design, development, and delivery of high-quality service."" Managing Knock Your Socks Off Service will help create a new generation of service quality heroes."

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