Ron Zemke is co-author of the best-selling business book, Service America. Founder and president of Performance
Research Associates, he is consultant to both Fortune 500 and small-business clients. He has written nine books,
including Stressless Selling (AMACOM).
Bell, Chip R. : Performance Research Associates
Chip R. Bell is a partner at Performance Research Associates, where he focuses on service management consulting
and team building. He has written numerous articles and eight books, including Influencing: Marketing the Ideas
That Matter and Clients and Consultants.
Summary
In Delivering Knock Your Socks off Service, Ron Zemke gave service-providers a crash course in how to care for
customers.
Now, in Managing Knock Your Socks off Service, Zemke and Chip Bell show managers how to make exemplary service
"happen" in their organization over and over again.
As Zemke and Bell point out, having excellent service-providers is only half of the service battle. For without
support and appreciation for a good job, and the right systems to deliver what they've promised customers, service-providers
soon wither and die � or quit. And worse, customers go off in search of care.
Written for front-line managers, supervisors, and owners of small companies, Managing Knock Your Socks off Service
shows how to create good service on a day-to-day, real-time, every-time basis. Zemke and Bell present eight clear
goals for ensuring superior service:
Find and retain quality people
Know your customers intimately
Focus your unit on a specific organizational purpose
Create easy-to-do-business-with delivery systems
Train � and support � employees
Involve and empower employees
Recognize and reward good performance
Set the tone and lead the way through your personal example
In spirited detail, Managing Knock Your Socks Off Service presents practical wavs to achieve excellence in each
of these vital areas. Chapters are filled with quotes from service standard-setters, such as Marriott, Federal
Express, and Southwest Airlines.
According to Zemke and Bell: "The corporate hero-of the 1990's will be the manager who understands the design,
development, and delivery of high quality service." Managing Knock Your Socks off Service will help create
a new generation of service-quality heroes.
