{"product_id":"9780814477847","title":"Managing Knock Your Socks off Service","description":"\u003cp\u003e\"In Delivering Knock Your Socks off Service, Ron Zemke gave service providers a crash course in how to care for customers.\u003c\/p\u003e\u003cp\u003eNow, in Managing Knock Your Socks Off Service, Zemke and Chip Bell show managers how to make exemplary service \"happen\" in their organization over and over again.\u003c\/p\u003e\u003cp\u003eAs Zemke and Bell point out, having excellent service providers is only half of the service battle. For without support and appreciation for a good job, and the right systems to deliver what they've promised customers, service providers soon wither and die — or quit. And worse, customers go off in search of care.\u003c\/p\u003e\u003cp\u003eWritten for front-line managers, supervisors, and owners of small companies, Managing Knock Your Socks Off Service shows how to create good service on a day-to-day, real-time, every-time basis. Zemke and Bell present eight clear goals for ensuring superior service:\u003c\/p\u003e\u003cp\u003e1. Find and retain quality people \u003c\/p\u003e\u003cp\u003e2. Know your customers intimately \u003c\/p\u003e\u003cp\u003e3. Focus your unit on a specific organizational purpose \u003c\/p\u003e\u003cp\u003e4. Create easy-to-do-business-with delivery systems \u003c\/p\u003e\u003cp\u003e5. Train — and support — employees \u003c\/p\u003e\u003cp\u003e6. Involve and empower employees \u003c\/p\u003e\u003cp\u003e7. Recognize and reward good performance \u003c\/p\u003e\u003cp\u003e8. Set the tone and lead the way through your personal example\u003c\/p\u003e\u003cp\u003eIn spirited detail, Managing Knock Your Socks Off Service presents practical ways to achieve excellence in each of these vital areas. Chapters are filled with quotes from service standard-setters, such as Marriott, Federal Express, and Southwest Airlines.\u003c\/p\u003e\u003cp\u003eAccording to Zemke and Bell: \"The corporate hero of the 1990's will be the manager who understands the design, development, and delivery of high-quality service.\" Managing Knock Your Socks Off Service will help create a new generation of service quality heroes.\" \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47030688907504,"sku":"9780814477847","price":17.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780814477847_p0.jpg?v=1763747638","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780814477847","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}