Managing Knock Your Socks Off Service

 Managing Knock Your Socks Off Service

Authors: Chip R. Bell, Ron Zemke
Pub Date: May 2013
Print Edition: $18.95
Print ISBN: 9780814432044
Page Count: 256
Format: Paper or Softback
Edition: Third Edition
e-Book ISBN: 9780814432051

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Table of Contents

Contents

Preface

Thanks

Imperative 1: Find and Retain Quality People

1 Recruit Creatively and Hire Carefully

2 Keeping Your Best and Brightest

Imperative 2: Know Your Customers Intimately

3 Why Customer Satisfaction Isn’t Enough

4 Listening Is a Contact Sport

5 A Complaining Customer Is Your

Best Friend

6 Little Things Mean a Lot

7 Learning from Lost Customers

Imperative 3: Build a Service Vision

8 The Power of a Service Strategy

9 Getting Your Vision Down on Paper

10 Service Standards Build Consistency

Imperative 4: Make Your Service Delivery Processes

ETDBW (Easy to Do Business With)

11 Effort: The Achilles’ Heel of Customer

Experience

12 Making Service Delivery Processes

“Happy”

13 Measure and Manage from the Customer’s

Point of View

14 Serving Online: When Clicks

Replace Bricks

15 Add Magic: Creating the Unpredictable and

Unique

16 Make Recovery a Point of Pride

Imperative 5: Train and Coach

17 Start on Day One (When Their Hearts

and Minds Are Malleable)

18 Training Creates Competence, Confidence,

and Commitment to Customers

19 Thinking and Acting Like a Coach

Imperative 6: Involve, Empower, and Inspire

20 Fostering Responsible Freedom

21 Removing the Barriers to Empowerment

22 Inspiring Passion for the Customer

Imperative 7: Recognize, Reward, Incent,

and Celebrate

23 Recognition and Reward: Fueling the

Fires of Service Success

24 Feedback: Breakfast, Lunch, and Dinner

of Champions

25 The Art of Interpersonal Feedback

26 Incenting Great Service

27 Celebrate Success

Imperative 8: Set the Tone and Lead the Way

28 Great Service Leaders Foster Trust

29 Great Service Leadership in Action

Endnotes

Index

About the Authors

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