Managing Knock Your Socks Off Service - Softcover

In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back—and those who don’t soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with today’s empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to:

ˇ Find and retain service-oriented people

ˇ Understand customer needs, expectations and desires

ˇ Build a service vision

ˇ Design a user-friendly service delivery process

ˇ Involve and inspire employees

ˇ 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 company’s biggest asset.

“Through Managing Knock Your Socks off Service, authors Chip Bell and Ron Zemke have for years been teaching leaders how to create environments that not only satisfy the customer, but keep those customers coming back time and time again.”

— Stew Leonard, Jr., CEO, Stew Leonard’s Dairy Stores

“If you’re a business leader and you haven’t read this book, you likely won’t be a leader for long! I read the book (couldn’t really offer an opinion unless I did) and it’s a great read!”

— Bryce Conrad, President and Chief Executive Officer/ Président et chef de la direction, Hydro Ottawa Holding, Inc.

“A practical, comprehensive, fast-paced and wise book from two of the pioneering writers on service quality.”

— Leonard Berry, Ph.D., bestselling author of Management Lessons from Mayo Clinic and Discovering the Soul of Service

With so many shopping options, if today’s customers aren’t treated well they won’t stick around. But in Managing Knock Your Socks Off Service, authors Chip R. Bell and Ron Zemke draw on insights from top companies, including Zappos, Marriott, and Costco to show managers and leaders how to boost their bottom line by skillfully managing the design and delivery of great service.

They’ll get the tools and techniques for creating a motivated service team, starting with the basics: hiring, training, and empowering high-potential employees—and building a bond of trust and respect with service staff.

Featuring the witty cartoons of John Bush, this revamped third edition includes vital new information and proven techniques for:

ˇ Delivering service excellence in the online world

ˇ Learning from lost customers

ˇ Understanding customers’ expectations and perceptions

ˇ Building and maintain­ing a service vision and customer-centric delivery processes

ˇ And more

This is a book no manager will want to miss. It will not only help train, empower, and support the service superstars on which fast-growing companies are built, but also provides solid guidance for creating an outstanding service experience that will transform satisfied customers into delighted, loyal advocates and evangelists for your organization.

Chip R. Bell is a popular keynote speaker and the author of nineteen books, including Wired and Dangerous, and is the senior partner and founder of The Chip Bell Group, a consulting firm specializing in customer loyalty. His work has been featured in The Wall Street Journal, Fortune, Fast Company, and other major media.

Ron Zemke was the founder of Performance Research Associates and a world-renowned leader of the service quality revolution. He was author or coauthor of thousands of articles and more than 40 books, including the best-selling Delivering Knock Your Socks Off Service.