Desk & Support Center
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:
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.
Table of Contents
Imperative 1: Find and Retain Quality People
Imperative 2: Know Your Customers Intimately
Imperative 3: Focus on "Purpose"
Imperative 4: Make Your Service Delivery System ETDBW (Easy to Do Business With)
Imperative 5: Train and Support
Imperative 6: Involve and Empower
Imperative 7: Recognize, Reward, and Celebrate Success
Imperative 8: Your Most Important Management Mission: Set the Tone and Lead the Way
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
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Last modified January 17, 2012