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
* 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.
"synopsis" may belong to another edition of this title.
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.
"About this title" may belong to another edition of this title.
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Book Description Condition: New. Bush, John (illustrator). pp. viii + 232 3rd Edition. Seller Inventory # 26960523
Book Description Condition: New. Bush, John (illustrator). pp. viii + 232 Illus. Seller Inventory # 7935956
Book Description Condition: New. Bush, John (illustrator). New. In shrink wrap. Looks like an interesting title! 0.7. Seller Inventory # Q-0814473687