MANAGING KNOCK YOUR SOCKS OFF

3. Auflage 2013
ISBN: 978-0-8144-3204-4
Verlag: HARPERCOLLINS LEADERSHIP

Buch, Englisch, 256 Seiten, Format (B × H): 60 mm x 90 mm

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: • Find and retain service-oriented people • Understand customer needs, expectations and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • 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.

Autoren/Hrsg.

Bell, Chip R.

Zemke, Ron

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

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

Über Autor(innen)

Zemke, Ron
Ron Zemke is co-author of the original Service America, and is also the key author in Amacom's successful Knock Your Socks Off Service series.

Chip R. Bell is the founder of The Chip Bell Group and author of many popular books including Wired and Dangerous. His work has been featured in the The Wall Street Journal, Fortune, USA Today, Fast Company, Business Week and other major media. Ron Zemke was founder of Performance Research Associates and considered one of the leaders of the service quality revolution. He was coauthor of the bestselling Knock Your Socks Off Service series.