Chip R. Bell - Managing Knock Your Socks Off Service (Knock Your Socks Off Series)

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title	:	Managing Knock Your Socks Off Service
author	:	Bell, Chip R.; Zemke, Ron.
publisher	:	AMACOM Books
isbn10 | asin	:	0814477844
print isbn13	:	9780814477847
ebook isbn13	:	9780585199009
language	:	English
subject	Customer services.
publication date	:	1992
lcc	:	HF5415.5.B436 1992eb
ddc	:	658.8/12
subject	:	Customer services.

Page i More praise from the business community for MANAGING KNOCK YOUR SOCKS OFF SERVICE: This entertaining resource provides the tools to reduce the art of delivering Knock Your Socks Off Service into the science of managing the process. I expected a great book from Bell and Zemke, but this work exceeded my expectations. John H. Longstreet General Manager Harvey Hotels If you're serious about cultivating a service climate with your employees to make a difference with your customers, this book is a must read! George Vehi General Manager Rogers Cable T.V., Ltd. It doesn't get any better than this!! Any CEO who truly wants a service culture in his organization will make this text book available to all of his managers. Don't worry, just give it to them and with this book they'll do the rest. William W. Young, Jr. President Central Maine Healthcare MANAGING KNOCK YOUR SOCKS OFF SERVICE provides the key link between knowing the importance of exemplary customer service and actually delivering it. Using a mixture of humor, anecdotes and practical insights, Chip Bell and Ron Zemke have provided us with an extremely useful management tool. Now, there are no more excuses for not providing superior service to all your customers. George E. Fuehrer Senior Vice President EnviroSource, Inc. Complete state-of-the-art service strategies in one small, easy-to-read book. Judith S. Corson Partner Custom Research Inc. Achieving customer satisfaction consistently is never easy. This book provides a road map, which if followed leads not only to customer satisfaction, but more important, to meeting and exceeding your customer requirements. David H. Radack, V.P. U.S. Customer Service Amdahl Corporation

Page iii Managing Knock Your Socks Off Service Chip R. Bell and Ron Zemke American Management Association New York Atlanta Boston Chicago Kansas City San Francisco Washington, D.C. Brussels Toronto Mexico City

Page iv This book is available at a special discount when ordered in bulk quantities. For information, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. 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 Bell, Chip R. Managing knock your socks off service / Chip R. Bell and Ron Zemke. p. cm. Includes bibliographical references. ISBN 0-8144-7784-4 1. Customer service. I. Zemke, Ron. II. Title. HF5415.5.B436 1992 658.8'12dc2091-48064 CIP Managing Knock Your Socks Off Service is a registered trademark of Performance Research Associates, Inc. 1992 Performance Research Associates, Inc. All rights reserved. Printed in the United States of America. Artwork 1992 John Bush 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 20191817

Page v CONTENTS Our Thanks vii Introduction

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