Coaching Knock Your Socks Off Service
by Ron Zemke, Kristin Anderson
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Book Summary Information
Author: Kristin Anderson, Ron ZemkeEdition: Paperback
Audio: English (Original Language); English (Unknown); English (Published)
Published: 1996-10-21
ISBN: 0814479359
Number of pages: 160
Publisher: AMACOM
Book Reviews of Coaching Knock Your Socks Off Service
Book Review: THE best book on customer service out there !
Summary: 5 Stars
This is a superb book. I recommend it to everyone. It has a delightful fun tone about it, easy to read with lovely cartoons & it is THE book to read on how to easily & simply coach your staff about customer service.... AND get them to pay attention & actually do it ! It is so logical & so effective. I am a customer service consultant to the top 100 & I find this book invaluable. You MUST read it !
Summary of Coaching Knock Your Socks Off Service
Cancelled flights, damaged goods, botched bills, locked-up software -- these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned "service recovery". And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers -- and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains: -- The economics of recovery -- what it costs when you lose customers, and how little it can cost to win them back -- The processes, policies, and technology a company must have to ensure an effective, real-time recovery system -- The manager's role in sustaining an outstanding recovery system -- through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.Top performers in sports and the performing arts never outgrow their need for coaching, say authors Ron Zemke and Kristin Anderson, so why should your front-line employees be any different? On the contrary, they insist, workers also need ongoing encouragement and assistance in order to upgrade their customer-service skills, maintain their daily motivation, and enhance their ability to react when new problems arise. Coaching Knock Your Socks Off Service, the latest entry in a popular series, offers a series of solid suggestions for achieving first-rate customer service in any business environment through sustained coaching by management and employees themselves.
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