Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

Table of contents

1. Contents
2. Preface
3. Thanks
4. Imperative 1: Find and Retain Quality People
   1. 1 Recruit Creatively and Hire Carefully (1/2)
   2. 1 Recruit Creatively and Hire Carefully (2/2)
   3. 2 Paying Attention to Employee Retention (1/2)
   4. 2 Paying Attention to Employee Retention (2/2)
   5. 3 Keeping Your Best and Brightest (1/2)
   6. 3 Keeping Your Best and Brightest (2/2)
5. Imperative 2: Know Your Customers Intimately
   1. 4 “Emotionalizing” the Yardstick: Why Customer Satisfaction Isn’t Enough (1/2)
   2. 4 “Emotionalizing” the Yardstick: Why Customer Satisfaction Isn’t Enough (2/2)
   3. 5 Listening Is a Contact Sport (1/2)
   4. 5 Listening Is a Contact Sport (2/2)
   5. 6 A Complaining Customer Is Your Best Friend (1/2)
   6. 6 A Complaining Customer Is Your Best Friend (2/2)
   7. 7 The Binding Power of Customer Trust (1/2)
   8. 7 The Binding Power of Customer Trust (2/2)
   9. 8 Little Things Mean a Lot (1/2)
   10. 8 Little Things Mean a Lot (2/2)
6. Imperative 3: Build a Service Vision
   1. 9 The Power of Purpose
   2. 10 Getting Your Vision Down on Paper
   3. 11 A Service Vision Statement Sampler
   4. 12 Standards and Norms: Delivering on the Service Promise (1/2)
   5. 12 Standards and Norms: Delivering on the Service Promise (2/2)
7. Imperative 4: Make Your Service Delivery System ETDBW (Easy To Do Business With)
   1. 13 Bad Systems Undermine Good People
   2. 14 Fix the System, Not the People (1/2)
   3. 14 Fix the System, Not the People (2/2)
   4. 15 Measure and Manage from the Customer’s Point of View (1/2)
   5. 15 Measure and Manage from the Customer’s Point of View (2/2)
   6. 16 Add Magic: Creating the Unpredictable and Unique (1/2)
   7. 16 Add Magic: Creating the Unpredictable and Unique (2/2)
   8. 17 Make Recovery a Point of Pride . . . and a Focal Part of Your System (1/2)
   9. 17 Make Recovery a Point of Pride . . . and a Focal Part of Your System (2/2)
   10. 18 Reinventing Your Service System (1/2)
   11. 18 Reinventing Your Service System (2/2)
8. Imperative 5: Train and Coach
   1. 19 Start on Day One (When Their Hearts and Minds are Malleable) (1/2)
   2. 19 Start on Day One (When Their Hearts and Minds are Malleable) (2/2)
   3. 20 Training Creates Competence, Confidence, and Commitment to Customers (1/2)
   4. 20 Training Creates Competence, Confidence, and Commitment to Customers (2/2)
   5. 21 Making Training Stick (1/2)
   6. 21 Making Training Stick (2/2)
   7. 22 Thinking and Acting Like a Coach (1/2)
   8. 22 Thinking and Acting Like a Coach (2/2)
9. Imperative 6: Involve and Empower
   1. 23 Fostering “Responsible Freedom” on the Front Lines (1/2)
   2. 23 Fostering “Responsible Freedom” on the Front Lines (2/2)
   3. 24 Removing the Barriers to Empowerment (1/2)
   4. 24 Removing the Barriers to Empowerment (2/2)
10. Imperative 7: Recognize, Reward, and Celebrate
    1. 25 Recognition and Reward: Fueling the Fires of Service Success
    2. 26 Feedback: Breakfast, Lunch, and Dinner of Champions (1/2)
    3. 26 Feedback: Breakfast, Lunch, and Dinner of Champions (2/2)
    4. 27 The Art of Interpersonal Feedback
    5. 28 Celebrate Success (1/2)
    6. 28 Celebrate Success (2/2)
11. Imperative 8: Your Most Important Management Mission: Set the Tone and Lead the Way
    1. 29 Manager-Employee Trust: Ground Zero for Service Quality (1/2)
    2. 29 Manager-Employee Trust: Ground Zero for Service Quality (2/2)
    3. 30 Observation Is More Powerful Than Conversation
    4. 31 Great Service Leadership in Action (1/2)
    5. 31 Great Service Leadership in Action (2/2)
12. Index
    1. A
    2. B
    3. C
    4. D
    5. E
    6. F
    7. G
    8. H
    9. I
    10. J
    11. K
    12. L
    13. M
    14. N
    15. O
    16. P
    17. Q
    18. R
    19. S
    20. T
    21. V
    22. W
13. About the Authors