Coaching Knock Your Socks Off Service

"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."

"KRISTIN ANDERSON (Minneapolis, MN) is a principal of Performance Research Associates, co-author of two previous Knock Your Socks Off books, and author of Great Customer Service on the Telephone (AMACOM).

RON ZEMKE (Minneapolis, MN) is founder of Performance Research Associates and has authored or co-authored twelve books, including the Knock Your Socks Off series and Service America! This is the fifth book in the Knock Your Socks Off series, which has also engendered three major training programs, eleven films, and even a board game!"

Acknowledgments
Introduction: The World of the Customer Service Coach
Thinking and Acting Like a Coach	p. 1
Skills of the Knock Your Socks Off Service Coach	p. 14
"Welcome to the Team!" Coaching the New Employee	p. 33
"Nice Job, Charlene!" Coaching for High Performance	p. 48
"Can I Help?" Coaching on the Run	p. 56
"Help! I'm Stumped." Coaching the Unsure Employee	p. 66
"This Could Be Tricky." Coaching for Difficult Duty	p. 73
"Great Opportunity, Charlie!" Coaching for Special Situations	p. 84
The Coach's Nasty Nine	p. 91
"Can We Talk?" Peer Coaching	p. 128
Recommended Resources	p. 144
About the Authors	p. 147
Table of Contents provided by Blackwell. All Rights Reserved.

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

FREE SHIPPING

Amazon no longer offers textbook rentals. We do!

Coaching Knock Your Socks Off Service

Summary

Author Biography

Table of Contents

Supplemental Materials