Knock Your Socks Off Service
®
Readiness Assessment Series
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 author Ron Zemke’s Knock Your Socks Off
Service® book series, 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.
Learning Outcomes
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Assess current service practices,
policies, and procedures
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Review 8 critical dimensions of Knock
Your Socks Off Service®
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Compare scores with those from more
than 100 other companies
Theory
The Knock Your Socks Off Service Readiness Assessments are derived
from an organizational 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.
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 for the KYSOS Readiness Assessment Series
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:
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An effective gauge of managers' and
employees' perception of organizational readiness
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Part of a service management/service
quality improvement seminar
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A stimulus for a discussion and
action-planning session
What to Order/Product Contents
Order one Facilitator Guide per facilitator and one Participant
Guide per participant.
Facilitator Guide includes:
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Administrative guidelines
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Description of the 8 KYSOS Readiness
Assessment Dimensions
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Training design options
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Interpretive information
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Sample charts
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Complete technical section including 5
research studies on customer service practices measured by the
assessments
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Normative information
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Reliability
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Transparency and participant handout
masters
Manager and Employee
Participant Guides include:
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79-item assessment
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Pressure-sensitive response form
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Description of the 8 KYSOS Readiness
Assessment Dimensions
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Chart for creating profile
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Interpretive information
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Action planning
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