Managing Knock Your Socks Off Service

Więcej o książce

In Managing Knock Your Socks Off Service, Ron Zemke and Chip Bell guide managers on how to consistently deliver exemplary service within their organizations. They emphasize that having excellent service providers is only part of the equation; without proper support, appreciation, and effective systems, service providers may become disengaged, leading to customer dissatisfaction. This book is tailored for front-line managers, supervisors, and small business owners, offering strategies to ensure high-quality service on a daily basis. Zemke and Bell outline eight essential goals for achieving superior service: 1. Recruit and retain quality staff 2. Understand your customers deeply 3. Align your team with a clear organizational purpose 4. Develop user-friendly delivery systems 5. Provide comprehensive training and support 6. Empower and involve employees 7. Acknowledge and reward outstanding performance 8. Lead by example to set the tone. The authors provide practical insights for each goal, enriched with quotes from service leaders like Marriott and Southwest Airlines. They assert that the future corporate hero will be the manager adept in creating and delivering high-quality service. This book aims to foster a new generation of service quality champions.