Coaching Knock Your Socks Off Service

1997 - Ron Zemke & Kristin Anderson

Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains:

• The economics of recovery — what it costs when you lose customers, and how little it can cost to win them back
• The processes, policies, and technology a company must have to ensure an effective, real-time recovery system
• The manager's role in sustaining an outstanding recovery system — through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.

2000 - Ron Zemke & Chip R. Bell

Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains:

• The economics of recovery — what it costs when you lose customers, and how little it can cost to win them back
• The processes, policies, and technology a company must have to ensure an effective, real-time recovery system
• The manager's role in sustaining an outstanding recovery system — through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.

Delivery Knock Your Socks Off Service

2007 - Performance Reserach Associates (4th Edition)

Completely updated with all new techniques that will help you successfully work with even the most difficult customers, Delivering Knock Your Socks Off Service provides proven tips and strategies for:

• meeting customers’ expectations and satisfying their needs
• becoming easier to do business with
• determining the right times to bend or break the rules
• becoming fantastic fixers and powerful problem-solvers