Description
Authors Kristin Anderson and Ron Zemke provide a practical guide to the day-to-day challenges that arise in training superior customer service people.
Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. As part of the Knock Your Socks Off series, Coaching Knock Your Socks Off Service 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 you how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems.
You will learn the 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.
About the Author
KRISTIN ANDERSON is co-author of Delivering Knock Your Socks Off Service, a frequent writer for business magazines and a consultant with Performance Research Associates.
Book Information
ISBN 9780814479353
Author Ron Zemke
Format Paperback
Page Count 176
Imprint Amacom
Publisher HarperCollins Focus
Weight(grams) 294g
Dimensions(mm) 182mm * 119mm * 26mm
