Coaching Knock Your Socks off Service

Coaching Knock Your Socks off Service

Coaching Knock Your Socks off Service

Coaching Knock Your Socks off Service

Synopsis

"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."

Excerpt

“Coaching subordinates isn’t an addition to a
manager’s job; it’s an integral part of it,”

—George S. Odiorne

The questioner was a very successful, award-winning life and casualty insurance general agent, well known in South Georgia as a good boss and a good developer of people. and his question at the seminar was an insightful, right-on-the-money probe.

“I was walking through the office the other day and
heard one of my people on the phone hassling with an
old, long-time customer. When she hung up, I sat down
and told her I’d heard the end of her conversation, and
asked if I could help. We went through the whole sce
nario, and I talked her through how she might have
asked a different question here or made a different sug
gestion there, and then we agreed on a follow-up to the
customer’s call.”

“Sounds to me as if you covered all the bases, Bill.”

“Oh, I know. That’s not the question part. What I’m
curious about is, how long am I going to have to be

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