Publisher 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.
Download and start listening now!
