Managing Knock Your Socks off Service

ISBN-10: 0814432042

ISBN-13: 9780814432044

Edition: 3rd 2013

Authors: Ron Zemke, John Bush, Chip R. Bell

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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.
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Book details

List price: $27.95
Edition: 3rd
Copyright year: 2013
Publisher: Amacom
Publication date: 5/11/2013
Binding: Paperback
Pages: 256
Size: 6.00" wide x 9.00" long x 0.65" tall
Weight: 0.902
Language: English

Ron Zemke is senior editor of Training magazine and author or co-author of 23 books, including the bestselling Knock Your Socks Off Service series, Knock Your Socks Off Selling, and Service America! His work with organizations such as Ford Motor company, Microsoft, and Wendy's International bring him face-to-face with the pressures of the cross-generational workforce. He lives in Minneapolis.

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