Coaching knock your socks off service / Ron Zemke & Kristin Anderson.

Format:

Book

Author/Creator:

Zemke, Ron, author.

Anderson, Kristin, 1962- author.

Language:

English

Subjects (All):

Customer services.

Supervision of employees.

Mentoring in business.

Employee motivation.

Employees--Counseling of.

Employees.

Physical Description:

1 online resource (173 p.)

Place of Publication:

New York, New York : AMACOM, 1997.

Language Note:

English

Summary:

Authors Kristin Anderson and Ron Zemke provide a practical guide to the day-to-day challenges that arise in training superior customer service people. Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. As part of the Knock Your Socks Off series, Coaching Knock Your Socks Off Service explains how to: * help frontline employees hone their skills, * maintain the motivation to perform, * and meet new situations head-on. The authors present a model for successfully coaching anyone, anywhere, and they show you how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems. You will learn the most important new skill? teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less.

Contents:

""Cover""; ""Title""; ""Copyright""; ""Contents""; ""Acknowledgments""; ""Introduction: The World of the Customer Service Coach""; ""1 Thinking and Acting Like a Coach""; ""From Boss to Coach""; ""The Content of Coaching""; ""The Importance of Preparation""; ""Coach as Performance Problem Solver""; ""The Dreaded Reprimand""; ""2 Skills of the Knock Your Socks Off Service Coach""; ""Gathering Data""; ""Cautions""; ""Providing Feedback""; ""Display Feedback""; ""Troubleshooting Your Display Feedback System""; ""Interpersonal Feedback""; ""Questioning""; ""Listening Helps""

""Informing and Instructing""""Providing Positive Reinforcement""; ""Lasting Value""; ""3 ""Welcome to the Teaml"" Coaching the New Employee""; ""Getting Off on the Right Foot""; ""The Disney Approach""; ""Step 1: Welcoming""; ""Step 2: Orientation""; ""Listening to the New Employee""; ""The Expectations Discussion""; ""The Agenda""; ""Step 3: Training""; ""Training in What?""; ""Where Training Comes From""; ""Step 4: Transitioning""; ""When Training Is On-the-Job""; ""When Formal Training Is Available""; ""Welcome Them Back-and Help Them Apply What They've Learned""

""4 ""Nice Job, Charlenel"" Coaching for High Performance""""Situation 1: Charlene's Big Presentation""; ""Situation 2: Then There's Charlie""; ""Spot Incentives""; ""Spotlight the Performance""; ""Caution""; ""Job Well Done""; ""5 ""Can I Help?"" Coaching on the Run""; ""Coaching on the Run ... With Care""; ""Step 1: Observe First""; ""Step 2: Pick an Action""; ""Situation 1: The Case of the Cranky Guest""; ""Situation 2: The Case of the Confused Software Buyer""; ""Situation 3: The Case of the Screaming Mimi""; ""6 ""Help! I'm Stumped."" Coaching the Unsure Employee""

""Twenty Questions-Abbreviated""""The Hot Hand-Off Follow-Up""; ""7 ""This Could Be Tricky."" Coaching for Difficult Duty""; ""Situation 1: The Case of the Tardy Title Search""; ""Situation 2: The Case of the Icky Ice Cream""; ""8 ""Great Opportunity, Charliel"" Coaching for Special Situations""; ""What Constitutes a Growth Opportunity?""; ""Situation 1: The Senior Management Presentation""; ""Situation 2: The Case of the Assistant Coach""; ""9 The Coach's Nasty Nine""; ""Dr. Tom's Sure-Fire Coaching Conference""; ""Step 1: Position the Discussion""; ""Step 2: The Discussion""

""Step 3: Agree on a Course of Action""""Step 4: Set a Follow-Up Date""; ""Simple Performance Adjustments""; ""Getting the Rules Right: ""What Do You Mean You Comp'ed Everyone's Meal?""""; ""Situation 1: Charlie Gives Away the Store""; ""Situation 2: The Case of the Disputed Shipping Charges""; ""Coaching From Customer Reports: ""And the Survey Says ....""""; ""Situation 1: ""That Charlene, She Walks on Water!""""; ""Situation 2: ""You Ought a Fire That Charlene Bozo!""""; ""Situation 3: ""That Charlene Stinks. I'm Never Coming Back to This Stupid Restaurant Again. Signed, An Ex-Customer""""

""Situation 4: ""You People Really Stink! I Waited Forty Minutes for a Table, and Then When I Got One, the Friday Fish Fry Special Was All Sold Out.""""

Notes:

Description based upon print version of record.

Includes bibliographical references.

Description based on print version record.

ISBN:

9780814415818

0814415814

9780585195131

0585195137