Managing Knock Your Socks Off Service
3rd Edition
Published on 16. June 2013
Book
Paperback/Softback
256 pages
978-0-8144-3204-4 (ISBN)
Description
In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back-and those who don't soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with today's empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to: * Find and retain service-oriented people * Understand customer needs, expectations and desires * Build a service vision * Design a user-friendly service delivery process * Involve and inspire employees * Recognize and reward good performance The third edition features new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online. In short, everything readers need to ensure their frontline employees become their company's biggest asset.
More details
Persons
Ron Zemke is co-author of the original Service America, and is also the key author in Amacom's successful Knock Your Socks Off Service series.
Content
Contents
Preface
Thanks
Imperative 1: Find and Retain Quality People
1 Recruit Creatively and Hire Carefully
2 Keeping Your Best and Brightest
Imperative 2: Know Your Customers Intimately
3 Why Customer Satisfaction Isn't Enough
4 Listening Is a Contact Sport
5 A Complaining Customer Is Your
Best Friend
6 Little Things Mean a Lot
7 Learning from Lost Customers
Imperative 3: Build a Service Vision
8 The Power of a Service Strategy
9 Getting Your Vision Down on Paper
10 Service Standards Build Consistency
Imperative 4: Make Your Service Delivery Processes
ETDBW (Easy to Do Business With)
11 Effort: The Achilles' Heel of Customer
Experience
12 Making Service Delivery Processes
"Happy"
13 Measure and Manage from the Customer's
Point of View
14 Serving Online: When Clicks
Replace Bricks
15 Add Magic: Creating the Unpredictable and
Unique
16 Make Recovery a Point of Pride
Imperative 5: Train and Coach
17 Start on Day One (When Their Hearts
and Minds Are Malleable)
18 Training Creates Competence, Confidence,
and Commitment to Customers
19 Thinking and Acting Like a Coach
Imperative 6: Involve, Empower, and Inspire
20 Fostering Responsible Freedom
21 Removing the Barriers to Empowerment
22 Inspiring Passion for the Customer
Imperative 7: Recognize, Reward, Incent,
and Celebrate
23 Recognition and Reward: Fueling the
Fires of Service Success
24 Feedback: Breakfast, Lunch, and Dinner
of Champions
25 The Art of Interpersonal Feedback
26 Incenting Great Service
27 Celebrate Success
Imperative 8: Set the Tone and Lead the Way
28 Great Service Leaders Foster Trust
29 Great Service Leadership in Action
Endnotes
Index
About the Authors
Preface
Thanks
Imperative 1: Find and Retain Quality People
1 Recruit Creatively and Hire Carefully
2 Keeping Your Best and Brightest
Imperative 2: Know Your Customers Intimately
3 Why Customer Satisfaction Isn't Enough
4 Listening Is a Contact Sport
5 A Complaining Customer Is Your
Best Friend
6 Little Things Mean a Lot
7 Learning from Lost Customers
Imperative 3: Build a Service Vision
8 The Power of a Service Strategy
9 Getting Your Vision Down on Paper
10 Service Standards Build Consistency
Imperative 4: Make Your Service Delivery Processes
ETDBW (Easy to Do Business With)
11 Effort: The Achilles' Heel of Customer
Experience
12 Making Service Delivery Processes
"Happy"
13 Measure and Manage from the Customer's
Point of View
14 Serving Online: When Clicks
Replace Bricks
15 Add Magic: Creating the Unpredictable and
Unique
16 Make Recovery a Point of Pride
Imperative 5: Train and Coach
17 Start on Day One (When Their Hearts
and Minds Are Malleable)
18 Training Creates Competence, Confidence,
and Commitment to Customers
19 Thinking and Acting Like a Coach
Imperative 6: Involve, Empower, and Inspire
20 Fostering Responsible Freedom
21 Removing the Barriers to Empowerment
22 Inspiring Passion for the Customer
Imperative 7: Recognize, Reward, Incent,
and Celebrate
23 Recognition and Reward: Fueling the
Fires of Service Success
24 Feedback: Breakfast, Lunch, and Dinner
of Champions
25 The Art of Interpersonal Feedback
26 Incenting Great Service
27 Celebrate Success
Imperative 8: Set the Tone and Lead the Way
28 Great Service Leaders Foster Trust
29 Great Service Leadership in Action
Endnotes
Index
About the Authors