Managing Knock Your Socks Off Service

by Ron Zemke and Chip R. Bell

Book Overview

Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of "Managing Knock Your Socks Off Service" provides... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0814473687
• ISBN13: 9780814473689
• Release Date: January 2007
• Publisher: AMACOM/American Management Association
• Length: 232 Pages
• Weight: 0.80 lbs.
• Dimensions: 0.7" x 6.0" x 8.9"
• Age Range: 18 years and up
• Grade Range: Postsecondary and higher

Customer Reviews

A manual for daily living!

I have been working in the computer help desk field for almost 2 years and before that for 18 months in Marketing Communications. Reading this book and Delivering KYSOS has convicted me of many errors in attitude and performance and shows that excellent customer service does not have to be drudgery and can really be fun!Furthermore, as a side benefit, I have begun to apply KYSOS in my personal life as well, and am really enjoying it. It has also made me aware of excellent service when I receive it, and I now feel obligated to compliment the deliverer (and sometimes the manager!) rather than simply be served and move on.You don't have to work in a traditional Customer Service role to benefit. No matter what your work is, you have customers - your bosses, shareholders, executives, your secretaries and clerical help, your vendors, etc. And if you are out of work, your potential employers and interviewers are your customers!Don't buy this book or any in the Knock Your Socks Off series unless you are prepared to make some basic changes in your general attitude that will make your work and your personal life more rewarding and a lot more fun!

Managing Knock Your Socks Off Service

Managing Knock Your Socks Off Service is a must have book for anyone in the service industry. All companies have consumers, either internal(employees) or external (customers), or both. Zemke & Bell have created a simple, yet intricate formula for great customer service. First, there must be a vision for all to follow & it must be communicated to all. Great customer service is a critical factor in today's economy and will continue to be in the future. If you can provide great customer service first for your employees and allow them to be a viable resource for you, then they can carry on that vision and are able to provide knock your socks off service to your customers.If you are in management now or will be in the future, please read and learn how you can provide great customer service to your company, employees, and your customers. Success can be within your reach, if you apply the philosophy within this book.

A Must Have For Any Organization

This is a great book. It provides many great suggestions as well as reminders for anyone in customer service. Managing Knock Your Socks Off Service explains the important points for customer service in an easy to read format.

KYSOS Reflection

As a college student, I found this book very helpful not only for my future career in Consumer Services, but also in my currant part time position. One thing I have gained from this book is confidence. I feel that KYSOS did a great job in covering necessary topics and explained each with great detail. The real life stories and examples helped me put things into perspective and apply them to my currant job. I now have learned that the basis of quality customer service is not how much money the company makes, or how many products we produce, but by the many other topics covered by this book. It all starts with hiring the right people. I really enjoyed this book and I will refer back to it many times in the future!

The Building Blocks That All Businesses Must Have

Managing Knock Your Socks Off Service by Zemble and Bell is a great resource book to have around. Not only for those who are just starting a business and want great customer service, but also for those companies who are in need of wanting to improve their customer service front-line to be better and those who already have a number one rated customer service. The book is a great way to explore how to train, reward, and empower your employees and self, but also how to retain your employees, how to get to know your customers and find a purpose for your business. In the end, hopefully not only will you be more happy and willing to achieve for yourself but for the company you work for as well. To me Managing Knock Your Socks Off Service, refers to the foundation of building a number one front-line customer service for any business. Without the right steps I believe the company will be lost. I say Managing Knock Your Socks Off Service is the foundation because each part of the book not only builds to different levels, but each part of the book reflects back to each level, giving even more meaning behind the reason to have the level. Where if you miss a level or part of the book, you are missing a level of your front-line customer service. Making customer service a customer oriented service will make the company benefit even more because it has been proven that it costs more to get new customers than to keep old ones coming back.