This report includes detailed information about the specific methods and research used to develop and test Knock Your Socks Off Service.
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The Knock Your Socks Off Service Readiness Assessments are derived from an organisational culture and process instrument called the Service Management Practices Inventory™ (SMPI™). The SMPI is a 100+ item inventory that has been developed through rigorous factor analysis. The dimensions and items in the Knock Your Socks Off Service Readiness Assessments are the most useful and discriminate of the SMPI factors and items, with wordings adapted slightly for self-assessment and scoring modified from the 5-point Likert-type response scales used in the SMPI.
Based on the extraordinarily popular Knock Your Socks Off Service® (KYSOS) book series, this comprehensive tool will provides customer service managers and employees with valuable insight into their organisation's ability to deliver world-class service - and helps them create an action plan for improvement.
Two Different Versions Available
The seventy-nine item KYSO - Manager Version, intended for customer service managers and other organisational leaders, pinpoints developmental areas and helps customer service managers plan for improvement.
The KYSOS - Employee Version, intended for customer service employees, focuses on your employees' perceptions of their abilities - and those of the organisation - to deliver Knock Your Socks Off Service. Used together with the Manager Version, there isn't a more powerful tool to diagnose your organisation's readiness to deliver KYSOS!
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|AUTHOR||Ronald E. Zemke|