Tom Connellan - Sustaining Knock Your Socks Off Service (Knock Your Socks Off Series)

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title	:	Sustaining Knock Your Socks Off Service
author	:	Connellan, Thomas K.; Zemke, Ron.
publisher	:	AMACOM Books
isbn10 | asin	:	0814478247
print isbn13	:	9780814478240
ebook isbn13	:	9780585199047
language	:	English
subject	Customer services.
publication date	:	1993
lcc	:	HF5415.5.C66 1993eb
ddc	:	658.8/12
subject	:	Customer services.

Page iii Sustaining Knock Your Socks Off Service Thomas K. Connellan and Ron Zemke American Management Association New YorkAtlantaBostonChicagoKansas CitySan FranciscoWashington, D.C. BrusselsTorontoMexico City

Page iv This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Connellan, Thomas K., 1942 Sustaining knock your socks off service / Thomas K. Connellan and Ron Zemke. p. cm. ISBN 0-8144-5159-4 : $22.95. ISBN 0-8144-7824-7 : $17.95 1. Customer Service. I. Zemke, Ron. II. Title HF5415.5.C66 1993 658.8'12dc20 93-1271 CIP Knock Your Socks Off Service is a registered trademark of Performance Research Associates, Inc. 1993 Performance Research Associates, Inc. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Printing number 20 19 18 17 16 15 14 13 12

Page v Contents Our Thanks vii Preface ix 1 The Case for Service Quality 1 2 The High Cost of Losing Customers 7 3 What Can Go Wrong 13 4 The Dangerous Dozen Distractions 19 5 The Five Elements of a Service System 27 6 Putting System Results in Perspective 39 7 Determining Performance Indicators and Setting Realistic Goals 49 8 Allocating Resources to Meet Customer Priorities 59 9 Service Behavior That Makes a Difference 69 10 Pinpointing High-Impact Behavior 78 11 Training for Lasting Service Quality 85 12 The Importance of Informational Feedback 96 13 The ABCs of Knock Your Socks Off Service 106 14 Stacking Up the Positives 114 15 Economic Monetary Reinforcers 121 16 Economic Nonmonetary Reinforcers 128 17 Noneconomic Tangible Reinforcers 135 18 Noneconomic Intangible Reinforcers 143 19 The Nine Principles of Day-to-Day Reinforcement 151 20 Developmental Feedback: Addressing Issues of Nonperformance 161 21 Bringing It All Together 168 About the Authors 175

Page vii Our Thanks From a thought in the head to a word on the page is truly a team effort. Many people deserve thanks for their contributions to the book you now hold in your hands. Kristin Anderson's keen insights and helpful additions contributed greatly to the finished product. Jill Applegate's and Karen Revill's stern reminders and organizational skills helped keep us on target on time. Craig Westover's wordsmithing and editorial support helped transfer our customer retention research and experience to the printed page. Andrea Pedolsky, our AMACOM editor, was like a rock in our parade of ever-changing deadlines and manuscript lengths. Special thanks go to Susan Zemke and Pamela Dodd, who not only endured our frenetic pace necessary to complete this book, but also gave us love and support throughout the process.

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