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Full Description
In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back—and those who don't soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with today's empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • 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 company's biggest asset.
Contents
Contents
Preface
Thanks
Imperative 1: Find and Retain Quality People
1 Recruit Creatively and Hire Carefully
2 Keeping Your Best and Brightest
Imperative 2: Know Your Customers Intimately
3 Why Customer Satisfaction Isn't Enough
4 Listening Is a Contact Sport
5 A Complaining Customer Is Your
Best Friend
6 Little Things Mean a Lot
7 Learning from Lost Customers
Imperative 3: Build a Service Vision
8 The Power of a Service Strategy
9 Getting Your Vision Down on Paper
10 Service Standards Build Consistency
Imperative 4: Make Your Service Delivery Processes
ETDBW (Easy to Do Business With)
11 Effort: The Achilles' Heel of Customer
Experience
12 Making Service Delivery Processes
"Happy"
13 Measure and Manage from the Customer's
Point of View
14 Serving Online: When Clicks
Replace Bricks
15 Add Magic: Creating the Unpredictable and
Unique
16 Make Recovery a Point of Pride
Imperative 5: Train and Coach
17 Start on Day One (When Their Hearts
and Minds Are Malleable)
18 Training Creates Competence, Confidence,
and Commitment to Customers
19 Thinking and Acting Like a Coach
Imperative 6: Involve, Empower, and Inspire
20 Fostering Responsible Freedom
21 Removing the Barriers to Empowerment
22 Inspiring Passion for the Customer
Imperative 7: Recognize, Reward, Incent,
and Celebrate
23 Recognition and Reward: Fueling the
Fires of Service Success
24 Feedback: Breakfast, Lunch, and Dinner
of Champions
25 The Art of Interpersonal Feedback
26 Incenting Great Service
27 Celebrate Success
Imperative 8: Set the Tone and Lead the Way
28 Great Service Leaders Foster Trust
29 Great Service Leadership in Action
Endnotes
Index
About the Authors
