Author Description

In today's high-speed economy, the organizations that come out on top are those that service customers best. Serve customers "about as good as anybody else" and you wont be serving them for long! Serve them with distinction, and they will be customers for life. Today's customer demands service that is above the norm... service that makes its mark in their minds and hearts. The 2nd edition of "Managing Knock Your Socks Off Service" has been revamped with new examples, new stories, new research and new chapters to share with readers how they can successfully create world-class service in their operations and through their people, whether they work with their customers face-to-face or in e-space.; Written for front-line managers, supervisors, and owners of small companies, "Managing Knock Your Socks Off Service" shows how to create great service on a day-to-day, real-time, every-time basis. Zemke and Bell present eight clear goals for ensuring superior service: Find and retain quality people; Know your customers intimately; Build a Service Vision; Make Your Service Delivery System E.T.D.B.W.; Train and Coach; Involve and empower; Recognize, Reward and Celebrate; and Your Most Important Management Mission: Set the Tone and Lead the Way.; 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 FedEx, QVC, Travelocity, and Chick-Fill-A. The book also hones in on: The role of service excellence in creating a competitive edge for building customer commitment; The importance of finding, developing and retaining employees who are customer and service excellence oriented; The roles managers and supervisors play in creating and maintaining a service management process that aligns people, systems and customers; Taking service strategy down to the level of individual employees, and using it as a tool for coaching and motivation; Im