English | 2007 | ISBN: 0814473687 | Pages: 232 | PDF | 1 MB
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 readers 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, 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.