Coverart for item
The Resource Sustaining knock your socks off service, Thomas K. Connellan and Ron Zemke

Sustaining knock your socks off service, Thomas K. Connellan and Ron Zemke

Label
Sustaining knock your socks off service
Title
Sustaining knock your socks off service
Statement of responsibility
Thomas K. Connellan and Ron Zemke
Title variation
Sustaining service
Creator
Contributor
Subject
Language
eng
Summary
  • Customer service programs are easy to initiate - thousands of companies start them every year, only to see their efforts falter after the first three months. So how do you keep service momentum going once basic training's over and your employees are sitting comfortably back behind their desks? With Sustaining Knock Your Socks Off Service. Ron Zemke's first two books showed managers how to deliver and manage Knock Your Socks Off Service. Now he and Tom Connellan explain how to keep customers coming back for more. And just exactly what is Knock Your Socks Off Service? According to Zemke and Connellan, it's "making sure you know what your customer wants and expects from you, being flexible in meeting those demands, treating the customer like a partner rather than an adversary or an end-user, and working like heck to make it easy for a customer to do business with you."
  • Sustaining Knock Your Socks Off Service presents a conceptual framework for sustaining customer service initiatives. It provides powerful strategies and proven techniques for integrating quality into your everyday business practice. And it contains examples of the techniques at work so that managers will know what to do right after finishing each chapter. In an engaging and witty manner, experts Zemke and Connellan handle plenty of serious issues in their book. They examine the most frequent causes of service program burnout in detail and supply potent advice for handling them. You'll discover why "roller-coaster" performance develops, how to cure it, and how to prevent it; why most customer service training programs are doomed to never reach their full potential and what to do about it; how to shorten the learning curve for service-quality behavior; the role of positive expectations and reinforcement in affecting service quality; and how to make continuous improvement a permanent part of corporate culture
Cataloging source
N$T
http://library.link/vocab/creatorDate
1942-
http://library.link/vocab/creatorName
Connellan, Thomas K.
Dewey number
658.8/12
Illustrations
illustrations
Index
no index present
LC call number
HF5415.5
LC item number
.C66 1993eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
Zemke, Ron
http://library.link/vocab/subjectName
  • Customer services
  • BUSINESS & ECONOMICS
  • Customer services
Label
Sustaining knock your socks off service, Thomas K. Connellan and Ron Zemke
Instantiates
Publication
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Control code
44961583
Dimensions
unknown
Extent
1 online resource (xii, 176 pages)
Form of item
online
Isbn
9780585199047
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
Specific material designation
remote
System control number
(OCoLC)44961583
Label
Sustaining knock your socks off service, Thomas K. Connellan and Ron Zemke
Publication
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Control code
44961583
Dimensions
unknown
Extent
1 online resource (xii, 176 pages)
Form of item
online
Isbn
9780585199047
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
Specific material designation
remote
System control number
(OCoLC)44961583

Library Locations

    • Thomas Jefferson LibraryBorrow it
      1 University Blvd, St. Louis, MO, 63121, US
      38.710138 -90.311107
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