Managing Knock Your Socks Off Service..., David Zielinski
Managing Knock Your Socks Off Service..., David Zielinski
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Managing Knock Your Socks Off Service

Author: David Zielinski, John Bush, Ron Zemke, Chip R. Bell

Narrator: Sean Pratt

Unabridged: 7 hr 28 min

Format: Digital Audiobook Download

Publisher: Ascent Audio

Published: 08/01/2008


Synopsis

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 listeners 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, this audiobook gives readers practical, proven ways to:
Find and retain service-oriented people
Get to know customers intimately
Build a service vision
Train and coach
Create and maintain a service-management process that aligns people, systems, and customers
Involve and empower employees
Recognize and reward good performance
Filled with examples from service standard-setters, such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis.

Reviews

Goodreads review by Michi lector on April 10, 2023

I must say that If you're thinkingabout having a business or a company, you must read this book cause it's not that kind of things you learn of the career. The theory it's important but it's important having in mind this aspect that it's related with psychology. It's about having a good environment......more

Goodreads review by Christine on August 18, 2009

A lot of this is centered on (understandably) generating repeat business. I work in a College, so most of that doesn't really apply to me, because we're not actually selling anything to people. But it does help with creative problem solving for training employees, and ideas for rewards/recognition p......more