Read Managing Knock Your Socks Off Service by Chip R. Bell Free Online
Book Title: Managing Knock Your Socks Off Service|
The author of the book: Chip R. Bell
ISBN 13: 9780814473689
Format files: PDF
The size of the: 38.17 MB
City - Country: No data
Loaded: 2004 times
Reader ratings: 6.3
Edition: AMACOM/American Management Association
Date of issue: May 1st 2007
Read full description of the books:
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 readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space.
Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to:
* find and retain service-oriented people
* get to know customers intimately
* build a service vision
* train and coach
* create and maintain a service management process that aligns people, systems, and customers
* involve and empower employees
* recognize and reward good performance.
Filled with examples from service standard-setters such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis.
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Read information about the authorThe author of 22 books, Chip's newest book is "Kaleidoscope: Delivering Innovative Service That Sparkles." He is also the author of such bestsellers as:
• "Sprinkles: Creating Awesome Experiences Through Innovative Service"
• "The 9 1/2 Principles of Innovative Service"
• “Take Their Breath Away” (with John R. Patterson)
• "Managers as Mentors" (with Marshall Goldsmith)
• "Service Magic"
• "Managing Knock Your Socks Off Service" (with Ron Zemke)
• "Kaleidoscope: Delivering Innovative Service That Sparkles"
He has served as consultant, trainer or keynote speaker to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon Wireless, USAA, Merrill Lynch, Hertz, Accenture, Home Depot, Harley-Davidson and Victoria's Secret. Global Gurus has ranked him for the last three straight years among the top three keynote speakers in the world on customer service, with two years in the top slot.
The Chip Bell Group was in 2014 ranked #6 in North America among mid-sized consulting firms for leadership development. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served as a guerrilla tactics instructor at the Army Infantry School.
He has appeared live on CNBC, CNN, Fox Business Network, Bloomberg TV, NPR, ABC and his work has been featured in Fortune, Businessweek, Forbes, Wall Street Journal, USA Today, Inc. Magazine, Entrepreneur Magazine, CEO Magazine, WSJ, MarketWatch, Leader to Leader and Fast Company.
SPECIALITIES: Keynote speaking and consulting on innovative service, customer loyalty, service leadership, mentoring, management, and customer relationship management.
To book Chip as a speaker or consultant, visit www.chipbell.com
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