Today's customers want service that is faster, better, cheaper. But how do you know if your organization is prepared to meet that challenge? Find out with the Knock Your Socks Off Service (KYSOS) Readiness Assessment series.
Based on best-selling Knock Your Socks Off Service book series by Ron Zemke, this set of powerful training tools provides customer service managers and employees with valuable insight into their organization's ability to deliver world-class service - and helps them create an action plan for improvement.
How It Works
Through a self-assessment, customer service employees and managers respond to 79 statements about customer service behavior and practices. The employee guide focuses on your employees' perceptions of their abilities - and those of the organization - to deliver KYSOS. The manager guide pinpoints developmental areas and helps customer service managers plan for improvement. Used together, there isn't a more powerful tool to diagnose your organization's readiness to deliver KYSOS
Uses and Applications
This set of tools is effective when used as a stand-alone instrument as well as a component of a larger training program. Use the KYSOS Readiness Assessment series as:
- An effective gauge of managers' and employees' perception of organizational readiness
- Part of a service management/service quality improvement seminar
- A stimulus for a discussion and action-planning session
Learning Outcomes
- Assess current service practices, policies, and procedures
- Review eight critical dimensions of Knock Your Socks Off Service
- Compare scores with those from more than 100 other companies
Product Details
Facilitator guide includes:
- Administrative guidelines
- Description of the eight KYSOS Readiness Assessment Dimensions
- Training design options
- Interpretive information
- Sample charts
- Complete technical section including five research studies on customer service practices measured by the assessments
- Normative information
Manager and employee participant guides include:
- 79-item assessment
- Pressure-sensitive response form
- Description of the eight KYSOS Readiness Assessment Dimensions
- Chart for creating profile
- Interpretive information
- Action planning
Time Required
1 hour for each assessment. 1 -2 days for training session.
