Managing Knock Your Socks Off Service

by Chip R. Bell, Ron Zemke

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 * 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.

Genres: Business, Management

231 pages, Paperback

First published February 12, 1992

About the author

The author of 24 books, Chip's newest book, "Inside Your Customer's Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions,” launched September 2020.

He is also author of bestsellers:

"Kaleidoscope: Delivering Innovative Service That Sparkles”

"Sprinkles: Creating Awesome Experiences Through Innovative Service"

"The 9 1/2 Principles of Innovative Service”

"Take Their Breath Away" (with John Patterson)

"Managers As Mentors: Building Partnerships for Learning" (with Marshall Goldsmith)

“Customers as Partners"

"Managing Knock Your Socks Off Service" (with Ron Zemke)

“Magnetic Service” (with Bilijack Bell)

He has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ultimate Software, KeyBank, Ritz-Carlton Hotels, Caterpillar, Eli Lilly, Verizon, Best Buy, USAA, Hertz, Accenture, Home Depot, and Harley-Davidson. He is a keynote speaker on topics such as customer loyalty, partnering with customers, and creating innovative service experiences. Global Gurus has ranked him for the last eight years in a row among the top ten keynote speakers in the world on customer service, with two years in the top slot. 

He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne and served as a guerrilla tactics instructor at the U.S. Army Infantry School. His training programs have won awards including a Stevie Award in 2018.

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, Success Magazine, Real Leaders, CEO Magazine, and Fast Company.

To book Chip as a speaker or consultant, visit www.chipbell.com

Reviews

[Michi lector · Rating 5 out of 5]

I must say that If you're thinkingabout having a business or a company, you must read this book cause it's not that kind of things you learn of the career. The theory it's important but it's important having in mind this aspect that it's related with psychology. It's about having a good environment and behavior with your employees, so in that way, they will be able to treat like that your clients. So clearly you're business is going to be successful. In this book, you're gonna be able to learn how to get that strategies that are going to allow you to develop and create a link with your employees to get close to them and discover what are their necessities to feel comfortable inside the company and provide a good service. Like it's said, it's better to hire people with the actitud than with the capacities, you may even train them and it will be easy.

[Christine · Rating 3 out of 5]

A lot of this is centered on (understandably) generating repeat business. I work in a College, so most of that doesn't really apply to me, because we're not actually selling anything to people. But it does help with creative problem solving for training employees, and ideas for rewards/recognition programs. Useful as a jumping-off point for updating your practices as a company.