| Coaching Knock Your Socks Off Service |  | Authors: Ron Zemke, Kristin Anderson
Publisher: AMACOM
Category: Book
List Price: $18.95
Buy Used: $0.85
as of 9/7/2010 10:52 CDT details
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Seller: totalqualitybooks
Rating:  4 reviews
Sales Rank: 212,278
Media: Paperback
Edition: 1
Pages: 160
Number Of Items: 1
Shipping Weight (lbs): 0.6
Dimensions (in): 8.9 x 5.9 x 0.5
ISBN: 0814479359
Dewey Decimal Number: 658.314
EAN: 9780814479353
ASIN: 0814479359
Publication Date: October 21, 1996
Availability: Usually ships in 1-2 business days
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| Editorial Reviews:
Amazon.com Review
Top performers in sports and the performing arts never outgrow their need for coaching, say authors Ron Zemke and Kristin Anderson, so why should your front-line employees be any different? On the contrary, they insist, workers also need ongoing encouragement and assistance in order to upgrade their customer-service skills, maintain their daily motivation, and enhance their ability to react when new problems arise. Coaching Knock Your Socks Off Service, the latest entry in a popular series, offers a series of solid suggestions for achieving first-rate customer service in any business environment through sustained coaching by management and employees themselves.
Product Description
Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. With this book, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people. The authors present a model for successfully coaching anyone, anywhere, and they show readers how to apply it to familiar coaching situations.
Book Description
"Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. Now, thanks to authors Kristin Anderson and Ron Zemke, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people. This newest Knock Your Socks Off book explains how to help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on. The authors present a model for successfully coaching anyone, anywhere, and they show readers how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems. And they will learn a most important new skill— teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less."
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| Customer Reviews:
THE best book on customer service out there ! March 13, 1999
43 out of 45 found this review helpful
This is a superb book. I recommend it to everyone. It has a delightful fun tone about it, easy to read with lovely cartoons & it is THE book to read on how to easily & simply coach your staff about customer service.... AND get them to pay attention & actually do it ! It is so logical & so effective. I am a customer service consultant to the top 100 & I find this book invaluable. You MUST read it !
Outstanding practical guide on how to actually be a coach! October 6, 1998
18 out of 20 found this review helpful
This book comes closest to being an actual "how to" coach book. It is a practical, easy to read plan to improve coaching skills or start developing them. Every new coach always asks "where is the book that tells you how to do it?" This is it!
Great book! It is a must read for customer service managers. December 21, 2009
G. Taylor (chicago)
It is very practical and helpful in assisting those who are in customer service to see it from the customers' perspective. It is well worth the money and a great read!
 Solid, Basic information November 27, 2008
K. Cooper (Las Vegas, NV)
Good buy. Worth the time to read this book. This book offers basic insights that are easy to put into practice in any management situation.
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