In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming backaand those who donat soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with todayas empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to: ac Find and retain service-oriented people ac Understand customer needs, expectations and desires ac Build a service vision ac Design a user-friendly service delivery process ac Involve and inspire employees ac Recognize and reward good performance. The third edition features new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online. In short, everything readers need to ensure their frontline employees become their companyas biggest asset.service can only go so far in covering mediocrity in other aspects of the value proposition. There is also the issue of the ... When Lexus tries to one up Infiniti, it is more likely customer service that tips the scale for consumers. Wise organizationsanbsp;...
|Title||:||Managing Knock Your Socks Off Service|
|Author||:||Chip R. Bell, Ron Zemke|
|Publisher||:||AMACOM Div American Mgmt Assn - 2013-05-01|