Managing Knock Your Socks Off Service
Ron Zemke · David Zielinski · Chip R. Bell · John Bush
ágú. 2008 · Ascent Audio · Lesari: Sean Pratt
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Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides listeners with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space.
Revamped with new examples, stories, and research, this audiobook 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.
Revamped with new examples, stories, and research, this audiobook 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.
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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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