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Sustaining knock your socks off service

Author: Thomas K Connellan; Ron Zemke
Publisher: New York : Amacom, ©1993.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
Customer service programs are easy to initiate - thousands of companies start them every year, only to see their efforts falter after the first three months. So how do you keep service momentum going once basic training's over and your employees are sitting comfortably back behind their desks? With Sustaining Knock Your Socks Off Service. Ron Zemke's first two books showed managers how to deliver and manage Knock
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Document Type: Book
All Authors / Contributors: Thomas K Connellan; Ron Zemke
ISBN: 0814451594 9780814451595 0814478247 9780814478240
OCLC Number: 27894914
Description: xii, 176 pages : illustrations ; 24 cm
Contents: The case for service quality --
The high cost of losing customers --
What can go wrong --
The dangerous dozen distractions --
The five elements of a service system --
Putting system results in perspective --
Determining performance indicators and setting realistic goals --
Allocating resources to meet customer priorities --
Service behavior that makes a difference --
Pinpointing high-impact behavior --
Training for lasting service quality --
The importance of informational feedback --
The ABCs of knock your socks off service --
Stacking up the positives --
Economic monetary reinforcers --
Economic nonmonetary reinforcers --
Noneconomic tangible reinforcers --
Noneconomic intangible reinforcers --
The nine principles of day-t-day reinforcement --
Developmental feedback : addressing issues of nonperformance --
Bringing it all together.
Other Titles: Sustaining service
Responsibility: Thomas K. Connellan and Ron Zemke.

Abstract:

Customer service programs are easy to initiate - thousands of companies start them every year, only to see their efforts falter after the first three months. So how do you keep service momentum going once basic training's over and your employees are sitting comfortably back behind their desks? With Sustaining Knock Your Socks Off Service. Ron Zemke's first two books showed managers how to deliver and manage Knock Your Socks Off Service. Now he and Tom Connellan explain how to keep customers coming back for more. And just exactly what is Knock Your Socks Off Service? According to Zemke and Connellan, it's "making sure you know what your customer wants and expects from you, being flexible in meeting those demands, treating the customer like a partner rather than an adversary or an end-user, and working like heck to make it easy for a customer to do business with you."

Sustaining Knock Your Socks Off Service presents a conceptual framework for sustaining customer service initiatives. It provides powerful strategies and proven techniques for integrating quality into your everyday business practice. And it contains examples of the techniques at work so that managers will know what to do right after finishing each chapter.

In an engaging and witty manner, experts Zemke and Connellan handle plenty of serious issues in their book. They examine the most frequent causes of service program burnout in detail and supply potent advice for handling them. You'll discover why "roller-coaster" performance develops, how to cure it, and how to prevent it; why most customer service training programs are doomed to never reach their full potential and what to do about it; how to shorten the learning curve for service-quality behavior; the role of positive expectations and reinforcement in affecting service quality; and how to make continuous improvement a permanent part of corporate culture.

So you've gotten a service program off the ground. Congratulations! As Zemke and Connellan point out, companies rated high on service are more profitable have more loyal customers, lower marketing expense, and higher market share, and charge higher prices than companies rated low on service. Of course, these rewards are contingent upon your program's surviving. But with Sustaining Knock Your Socks Off Service, it will.

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   schema:description "The case for service quality -- The high cost of losing customers -- What can go wrong -- The dangerous dozen distractions -- The five elements of a service system -- Putting system results in perspective -- Determining performance indicators and setting realistic goals -- Allocating resources to meet customer priorities -- Service behavior that makes a difference -- Pinpointing high-impact behavior -- Training for lasting service quality -- The importance of informational feedback -- The ABCs of knock your socks off service -- Stacking up the positives -- Economic monetary reinforcers -- Economic nonmonetary reinforcers -- Noneconomic tangible reinforcers -- Noneconomic intangible reinforcers -- The nine principles of day-t-day reinforcement -- Developmental feedback : addressing issues of nonperformance -- Bringing it all together."@en ;
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