Co-authors of Delivering Knock Your Socks Service, Zemke and Anderson provide front-line service-givers with a veritable tool kit of tips, tales, advice, and checklists to help them deliver outstanding service. Written in a style that's been called "appealing" and "fun-to-read" -- full of pragmatic and easy-to-remember concepts and skills that can be applied immediately. Illustrated with humorous cartoons of John Bush, this book is intended to get service-providers laughing and keep them thinking -- about ways to improve the service they give.
Knock Your Socks Off Answers
Solving Customer Nightmares and
Soothing Nightmare Customers
By Kristin Anderson and Ron Zemke
Amacom, $15.95
ISBN 0-8144-7884-0
Drawing from the authors' years of research and experience, plus an array of "war stories" shared by service providers nationwide, Knock your Socks Off Answers contains specific and proven responses to many hard-to-handle customer questions and situations. Yet, as Anderson and Zemke make clear, "We don't believe in magic words or silver bullet phrases, save perhaps Please and Thank you very much. We believe that the best answers to tough customer questions come from understanding the reasons behind those tough questions...the wants, needs, attitudes, fears, and hopes behind the sharp comment or antagonistic retort."
Anderson and Zemke also reveal the secret of how to become a "Service Magnet" -- a customer who consistently receives great service, without having to demand it. And, as "stress relief medicine" for their readers, the authors share a wealth of wildly amusing queries and comments uttered by unwitting customers across the country.
Sustaining Knock Your
Socks Off Service
By Thomas K. Connellan and Ron Zemke
Amacom, $17.95
ISBN 0-8144-7824-7
After your customer service people have wooed them, wowed them, and won them, how do you make sure they keep on wooing, wowing, and winning customers for years to come? This tough question is answered in Sustaining Knock Your Socks Off Service.
This is the third book in a "service trio." Zemke and Connellan show how to take the final step that many customer service initiatives ignore: setting up a long-term system to ensure that excellent service continues -- regardless of employee turnover, new products, and new customers. The book addresses the common problem of service program burn out and explains: why so many service initiatives fizzle out and how to cure it: how to shorten dramatically the learning curve for service quality behavior; and how to make continuous improvement a permanent part of the corporate culture.
Managing Knock Your Socks Off Service
By Chip R. Bell and Ron Zemke
Amacom, $17.95
ISBN 0-8144-7784-4
There's no such thing as first rate service without first rate management. If management doen't ahve its service act together, employees are left trying (or not trying) to please customers all on their own. Managing Knock Your Socks Off Service takes service one step further -- showing managers how to provide employees with the systems, training, empowerment, and support they need to make sure that " Knock Your Socks Off Service" happens each time with every single customer contact.
Zemke and Bell present eight service imperatives that must be fulfilled to create consistent, dependable service -- and they show how to achieve these imperatives.
More about the Authors
Ron Zemke is the co-author of Service America, the book that made"service" an important workplace word. He has authored and co-authored nine books, including Service America, Stressless Selling, Delivering Knock Your Socks Off Service, and Managing Knock Your Socks Off Service, and is the founder and president of Performance Research Associates, where he is consultant to both Fortune 500 and small-business clients.
Kristin Anderson is principle of Performance Research Associates, a consulting firm specializing in service quality and customer retention, based in Minneapolis, Minnesota. A nationally recognized workshop leader and keynote speaker, Anderson is co-author with Ron Zemke of the best-selling Delivering Knock Your Socks Off Service, and author of Great Customer Service on the Telephone, both published by AMACOM books.
Chip R. Bell is a partner at Performance Research Associates where he focuses on service management consulting and training. He has written numerous articles and eight books, including Service Wisdom: Creating and Maintaining the Customer Service Edge.
Thomas K. Connellan is a leading authority on the behavioral aspects of service quality. He is a senior principle with Performance Research Associates and also an advisor to major corporations. He lives in Ann Arbor, Michigan, and is the author of four books and many articles.
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