Managing Knock Your Socks Off Service (Knock Your Socks Off Series)

Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book 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.

Book Description

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 readers 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, and featuring cartoons by John Bush, the book 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.

Furthermore, as a side benefit, I have begun to apply KYSOS in my personal life as well, and am really enjoying it. It has also made me aware of excellent service when I receive it, and I now feel obligated to compliment the deliverer (and sometimes the manager!) rather than simply be served and move on.

You don't have to work in a traditional Customer Service role to benefit. No matter what your work is, you have customers - your bosses, shareholders, executives, your secretaries and clerical help, your vendors, etc. And if you are out of work, your potential employers and interviewers are your customers!

Don't buy this book or any in the Knock Your Socks Off series unless you are prepared to make some basic changes in your general attitude that will make your work and your personal life more rewarding and a lot more fun!


Managing Knock Your Socks Off Service   November 28, 2001
R. Buffaloe (USA)
2 out of 2 found this review helpful

Managing Knock Your Socks Off Service is a must have book for anyone in the service industry. All companies have consumers, either internal(employees) or external (customers), or both. Zemke & Bell have created a simple, yet intricate formula for great customer service. First, there must be a vision for all to follow & it must be communicated to all. Great customer service is a critical factor in today's economy and will continue to be in the future. If you can provide great customer service first for your employees and allow them to be a viable resource for you, then they can carry on that vision and are able to provide knock your socks off service to your customers.
If you are in management now or will be in the future, please read and learn how you can provide great customer service to your company, employees, and your customers. Success can be within your reach, if you apply the philosophy within this book.


A Must Have For Any Organization   November 7, 2001
This is a great book. It provides many great suggestions as well as reminders for anyone in customer service. Managing Knock Your Socks Off Service explains the important points for customer service in an easy to read format.


KYSOS Reflection   November 6, 2001
Becca Welch (Murfreesboro, TN USA)
As a college student, I found this book very helpful not only for my future career in Consumer Services, but also in my currant part time position. One thing I have gained from this book is confidence. I feel that KYSOS did a great job in covering necessary topics and explained each with great detail. The real life stories and examples helped me put things into perspective and apply them to my currant job. I now have learned that the basis of quality customer service is not how much money the company makes, or how many products we produce, but by the many other topics covered by this book. It all starts with hiring the right people. I really enjoyed this book and I will refer back to it many times in the future!