Managing Knock Your Socks Off Service

Managing Knock Your Socks Off Service

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In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming backa€”and those who dona€™t soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with todaya€™s empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to: a€c Find and retain service-oriented people a€c Understand customer needs, expectations and desires a€c Build a service vision a€c Design a user-friendly service delivery process a€c Involve and inspire employees a€c Recognize and reward good performance. The third edition features new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online. In short, everything readers need to ensure their frontline employees become their companya€™s biggest asset.satisfaction, the money usually disappears quickly and employees are left with nothing to remember their accomplishment. Lapel-style pins, plaques, framed certificates, and embossed business cards that list service awards are tacticsanbsp;...

Title:Managing Knock Your Socks Off Service
Author:Chip R. Bell, Ron Zemke
Publisher:AMACOM Div American Mgmt Assn - 2013-05-01


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