Managing Knocks Your Socks Off Service

Book By: Chip R. Bell & Ron Zemke

The authors draw on insights from top companies, including Zappos, Marriott, and Costco to show managers and leaders how to boost their bottom line by skillfully managing the design and delivery of great service. The book includes tools ad techniques for creating a motivated service team starting with the basics: hiring, training, and empowering high-potential employees–and building a bond of trust and respect with service staff.