Buy Managing Knock Your Socks Off Service at Bookstore UAE
close menu
Bookswagon
search
My Account
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Home > Business and Economics > Business and Management > Sales and marketing > Customer services > Managing Knock Your Socks Off Service: Revisions by Chip Bell and Dave Zielinski
Managing Knock Your Socks Off Service: Revisions by Chip Bell and Dave Zielinski

Managing Knock Your Socks Off Service: Revisions by Chip Bell and Dave Zielinski


     0     
5
4
3
2
1



Available


X
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: 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; and, 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.

Table of Contents:
Introduction Imperative 1: Find and Retain Quality People1.Select Slowly...and Hire Carefully2.Paying Attention to Employee Retention3.Keeping Your Best and Brightest Imperative 2: Know Your Customers Intimately4.Why Customer Satisfaction Isn't Enough (essentially new chap...2/3 new)5.Listening Is a Contact Sport6.A Complaining Customer Is Your Best Friend7.The Binding Power of Customer Trust (new chapter)8.Little Things Mean a LotImperative 3: Build a Service Vision9.The Power of Purpose10.Getting Your Focus Down on Paper11.A Service Vision Statement Sampler 12. Service Standards Build Consistency (new chapter)Imperative 4: Make Your Service Delivery System ETDBW13.Bad Systems Stop Good People14.Fix the System, Then the People 15.Measure and Manage from the Customer's Point of View16.Add Magic: Creating the Unpredictable and Unique (new title)17.Make Recovery a Point of Pride18. Reinventing Your Service System (originally chapter 30)Imperative 5: Train and Coach19. 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 Stick22. Thinking and Acting Like a CoachImperative 6: Involve and Empower23. Empowerment Is Not a Gift24. Removing the Barriers to EmpowermentImperative 7: Recognize, Reward and Celebrate25. Recognition and Reward: Fueling the Fires of Service Success26. Feedback: Breakfast, Lunch and Dinner of Champions 27. The Art of Interpersonal Feedback 28. Celebrate SuccessImperative 8: Your Most Important Management Mission: Set the Tone and Lead the Way29. Manager-Employee Trust: Ground Zero for Service Quality (new chapter)30. Observation Is More Powerful than Conversation31. The Journey from Boss to Leader

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.


Best Sellers


Product Details
  • ISBN-13: 9780814473689
  • Publisher: Amacom
  • Publisher Imprint: Amacom
  • Edition: Revised edition
  • Language: English
  • Spine Width: 19 mm
  • Weight: 353 gr
  • ISBN-10: 0814473687
  • Publisher Date: 01 May 2007
  • Binding: Paperback
  • Height: 231 mm
  • Returnable: N
  • Sub Title: Revisions by Chip Bell and Dave Zielinski
  • Width: 149 mm


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Managing Knock Your Socks Off Service: Revisions by Chip Bell and Dave Zielinski
Amacom -
Managing Knock Your Socks Off Service: Revisions by Chip Bell and Dave Zielinski
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Managing Knock Your Socks Off Service: Revisions by Chip Bell and Dave Zielinski

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept


    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!