| About the book | |
Today?s customers demand service that isn?t just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to:
| |
| About the author | |
Chip R. Bell (Gun Barrel, TX) is the founder of The Chip Bell Group, a consulting company that specializes in helping clients achieve service excellence. He is the author of more than sixteen books, including Service Magic and Magnetic Service. The late Ron Zemke was founder of Performance Research Associates and was considered one of the leaders of the service quality revolution. He was coauthor of the best-selling Delivering Knock Your Socks Off Service (0-8144-7365-2) and other books in the popular Knock Your Socks Off series. Dave Zielinski is a freelance writer and editor based in Wisconsin. | |
| Table of contents | |
Introduction Imperative 1: Find and Retain Quality People 1. Select Slowly?and Hire Carefully 2. Paying Attention to Employee Retention 3. Keeping Your Best and Brightest Imperative 2: Know Your Customers Intimately 4. Why Customer Satisfaction Isn't Enough (essentially new chap?2/3 new) 5. Listening Is a Contact Sport 6. A Complaining Customer Is Your Best Friend 7. The Binding Power of Customer Trust (new chapter) 8. Little Things Mean a Lot Imperative 3: Build a Service Vision 9. The Power of Purpose 10. Getting Your Focus Down on Paper 11. A Service Vision Statement Sampler 12. Service Standards Build Consistency (new chapter) Imperative 4: Make Your Service Delivery System ETDBW 13. Bad Systems Stop Good People 14. Fix the System, Then the People 15. Measure and Manage from the Customer?s Point of View 16. Add Magic: Creating the Unpredictable and Unique (new title) 17. Make Recovery a Point of Pride 18. Reinventing Your Service System (originally chapter 30) Imperative 5: Train and Coach 19. Start on Day One (When Their Hearts and Minds are Malleable) 20. Training Creates Competence, Confidence and Commitment to Customers (new title) 21. Making Training Stick 22. Thinking and Acting Like a Coach Imperative 6: Involve and Empower 23. Empowerment Is Not a Gift 24. Removing the Barriers to Empowerment Imperative 7: Recognize, Reward and Celebrate 25. Recognition and Reward: Fueling the Fires of Service Success 26. Feedback: Breakfast, Lunch and Dinner of Champions 27. The Art of Interpersonal Feedback 28. Celebrate Success Imperative 8: Your Most Important Management Mission: Set the Tone and Lead the Way 29. Manager-Employee Trust: Ground Zero for Service Quality (new chapter) 30. Observation Is More Powerful than Conversation 31. The Journey from Boss to Leader | |
