Managing knock your socks off service / by Chip R. Bell and Ron Zemke.

Format:

Book

Author/Creator:

Bell, Chip R.

Contributor:

Zemke, Ron.

Language:

English

Subjects (All):

Customer services.

Physical Description:

1 online resource (249 p.)

Edition:

3rd ed.

Place of Publication:

New York : AMACOM - American Management Association, 2013.

Language Note:

English

System Details:

text file

Summary:

The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.

Contents:

Preface

Thanks

Imperative 1: find and retain quality people

Recruit creatively and hire carefully

Keeping your best and brightest

Why customer satisfaction isn't enough

Listening is a contact sport

A complaining customer is your best friend

Little things mean a lot

Learning from lost customers

The power of a service strategy

Getting your vision down on paper

Service standards build consistency

Effort : the achilles heel of customer experience

Making service delivery processes "happy"

Measure and manage from the customer's point of view

Serving online : when clicks replace bricks

Add magic : creating the unpredictable and unique

Make recovery a point of pride

Start on day one (when their hearts and minds are malleable)

Training creates competence, confidence and commitment to customers

Thinking and acting like a coach

Fostering responsible freedom

Removing the barriers to empowerment

Inspiring passion for the customer

Recognition and reward: fueling the fires of service success

Feedback : breakfast, lunch and dinner of champions

The art of interpersonal feedback

Incenting great service

Celebrate success

Great service leaders foster trust

Great service leadership in action

Index

About the authors.

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9781299484764

129948476X

9780814432051

0814432050

OCLC:

865518817