Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides listeners with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space.
Revamped with new examples, stories, and research, this audiobook gives readers practical, proven ways to:
Find and retain service-oriented people
Get to know customers intimately
Build a service vision
Train and coach
Create and maintain a service-management process that aligns people, systems, and customers
Involve and empower employees
Recognize and reward good performance
Filled with examples from service standard-setters, such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis.
This title is part of (or scheduled to be part of) the following subscriptions:
Click the Download button to download a copy of the MARC file.
Enter your FTP details below to send the MARC export file via FTP.
by Charlene Li
by Peter D. Schiff, John Downes
by George A. Akerlof, Rachel Kranton
by Stephen Goldbart, Joan Indursky DiFuria
by Ram Charan
by Michael Watkins
by Jason Zweig
by William R. Seagraves
by Terry R. Bacon
by Richard H. Thaler, Cass R. Sunstein
Sign up for our email newsletter