Managing Knock your Socks Off Service

Managing Knock your Socks Off Service

eBook - 2013
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The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.
Publisher: New York :, AMACOM - American Management Association,, 2013.
Edition: 3rd ed.
ISBN: 9780814432051
0814432050
Characteristics: 1 online resource.
Additional Contributors: Zemke, Ron
Contents: Preface
Thanks
Imperative 1: find and retain quality people
Recruit creatively and hire carefully
Keeping your best and brightest
Why customer satisfaction isn't enough
Listening is a contact sport
A complaining customer is your best friend
Little things mean a lot
Learning from lost customers
The power of a service strategy
Getting your vision down on paper
Service standards build consistency
Effort : the achilles heel of customer experience
Making service delivery processes "happy"
Measure and manage from the customer's point of view
Serving online : when clicks replace bricks
Add magic : creating the unpredictable and unique
Make recovery a point of pride
Start on day one (when their hearts and minds are malleable)
Training creates competence, confidence and commitment to customers
Thinking and acting like a coach
Fostering responsible freedom
Removing the barriers to empowerment
Inspiring passion for the customer
Recognition and reward: fueling the fires of service success
Feedback : breakfast, lunch and dinner of champions
The art of interpersonal feedback
Incenting great service
Celebrate success
Great service leaders foster trust
Great service leadership in action
Index
About the authors.
Summary: The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.

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