Coaching Knock Your Socks Off Service

Top performers in sports and the performing arts never outgrow their need for coaching, say authors Ron Zemke and Kristin Anderson, so why should your front-line employees be any different? On the contrary, they insist, workers also need ongoing encouragement and assistance in order to upgrade their customer-service skills, maintain their daily motivation, and enhance their ability to react when new problems arise. Coaching Knock Your Socks Off Service, the latest entry in a popular series, offers a series of solid suggestions for achieving first-rate customer service in any business environment through sustained coaching by management and employees themselves.