"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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