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Author : Chip R. Bell,Ron Zemke
Publisher : Amacom
Page : 0 pages
File Size : 50,8 Mb
Release : 2013
Category : Customer services
ISBN : 0814432042
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.
Author : Ron Zemke,Performance Research Associates
Publisher : AMACOM Div American Mgmt Assn
Page : 196 pages
File Size : 44,7 Mb
Release : 2003
Category : Business & Economics
ISBN : 081440765X
Outlines the skills and techniques of providing superior customer service.
Author : Ron Zemke,Chip R. Bell
Publisher : Amacom Books
Page : 232 pages
File Size : 45,8 Mb
Release : 2000
Category : Business & Economics
ISBN : 081447084X
Based on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system--showing what it costs to lose customers and how little it can cost to win them back.
Author : Chip Bell,Ron Zemke,John Bush
Publisher : AMACOM
Page : 250 pages
File Size : 40,7 Mb
Release : 2013-05-01
Category : Business & Economics
ISBN : 9780814432051
You may have your industry’s most prolific product or service in the marketplace, but your customers’ loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are you training, coaching, and supporting your company’s frontline employees?The invaluable, must-have Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations, and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • Recognize and reward good performance Fully updated with new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online, this indispensable resource provides absolutely everything managers need to ensure their frontline employees become their company's biggest asset.
Author : Chip R. BELL,Ron ZEMKE
Publisher : AMACOM Div American Mgmt Assn
Page : 242 pages
File Size : 41,8 Mb
Release : 2007-05-17
Category : Business & Economics
ISBN : 9780814400517
Today’s customers demand service that isn’t just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: * find and retain service-oriented people * get to know customers intimately * build a service vision * train and coach * create and maintain a service management process that aligns people, systems, and customers * involve and empower employees * recognize and reward good performance. Filled with examples from service standard-setters such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis.
Author : Kristin Anderson,Ron Zemke
Publisher : Amacom
Page : 212 pages
File Size : 51,6 Mb
Release : 1998
Category : Business & Economics
ISBN : 0814479715
The 10th book in the "Knock Your Socks Off Service" series tells tales (101 of them) of memorable customer service, customer service heroes, and service providers who have gone "above and beyond" for their customers. With its humor, pragmatic observations, and stories, anyone at any service level will get a kick out this book.
Author : Ron Zemke,Kristin Anderson
Publisher : Amacom Books
Page : 148 pages
File Size : 54,7 Mb
Release : 1997
Category : Business & Economics
ISBN : 0814479359
Describes the basics of managing like a coach, and presents ideas for coaching in particular situations, including training and motivating new employees
Author : Ann Thomas,Jill Applegate,Performance Research Associates
Publisher : Amacom
Page : 392 pages
File Size : 51,9 Mb
Release : 2009
Category : Customer relations
ISBN : PSU:000066102076
Today's customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the bestselling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to meet their customers' needs. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service. You'll discover how to create an action plan for improvement, reviewing topics such as: how to say no, empathy vs. sympathy, service recovery, listening, email and telephone skills, customers from hell, winning words and soothing phrases, anticipating customer needs, building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results.
Author : Jeffrey H. Gitomer,Ron Zemke
Publisher : Amacom Books
Page : 224 pages
File Size : 50,8 Mb
Release : 1999
Category : Business & Economics
ISBN : 0814470300
The successful "Knock Your Socks Off" (KYSO) formula for wowing customers is back, adapted into a surefire strategy for winning sales by the illustrious consulting team of Gitomer and Zemke. The book will help salespeople succeed in today's complex and stiffly competitive sales environment.
Author : Blake Morgan
Publisher : Routledge
Page : 234 pages
File Size : 53,6 Mb
Release : 2017-04-21
Category : Business & Economics
ISBN : 9781351694483
“Less is more” may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a “more is more” philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for success by emphasizing the importance of relationships. Companies that do more: Design something special Offer a strong employee experience Modernize with technology Obsess over the customer Reward responsibility and accountability Embrace disruption and innovation More Is More offers practical advice for building or improving customer experience that you can apply immediately at your own organization. Time is of the essence: your customers are not willing to wait for you to get the customer experience right. Outlining the key areas you need to address immediately, More Is More will help you weather external changes, remain relevant, and thrive in today’s ever-changing business landscape.
Author : William Miller,Ron Zemke
Publisher : AMACOM/American Management Association
Page : 162 pages
File Size : 48,7 Mb
Release : 2005
Category : Business & Economics
ISBN : 0814472850
Another "knockout" in the grand tradition of Knock Your Socks Off Service!
Author : Ron Zemke,Claire Raines,Bob Filipczak
Publisher : AMACOM
Page : 241 pages
File Size : 52,6 Mb
Release : 2013-03-13
Category : Business & Economics
ISBN : 9780814432358
Written for those struggling to manage a workforce with incompatible ethics, values, and working styles, this book looks at the root causes of professional conflict and offers practical guidelines for navigating multigenerational differences. By exploring the most common causes of conflict--including the Me Generation’s frustration with Gen Yers’ constant desire for feedback and the challenges facing Gen Xers sandwiched between these polarities--Generations at Work offers practical, spot-on guidance for managing the differences with consideration to each generation’s unique needs. Along with the authors’ insights for managing a workforce with different ways of working, communicating, and thinking, this invaluable resources offers: in-depth interviews with members of each generation, tips on best practices from companies successfully bridging the generation gap, and a mentorship field guide to help you support the youngest members of your team. Generations at Work has the tools that are key to helping your workforce interact more positively with one another and thrive in today’s wildly divergent workplace culture.
Author : Thomas K. Connellan,Ron Zemke
Publisher : AMACOM Div American Mgmt Assn
Page : 194 pages
File Size : 40,5 Mb
Release : 1993
Category : Consumers' leagues
ISBN : 0814478247
Ron Zemke shook up the service industry with his two bestselling books on delivering and managing "knock your socks off" service. Now, he and Tom Connellan, a leading authority on the behavioral aspects of service quality, describe the powerful strategies that companies need to know to hang on to the efforts they started in the "gold rush" toward service quality.
Author : Ron Zemke
Publisher : Unknown
Page : 84 pages
File Size : 55,8 Mb
Release : 1995
Category : Business & Economics
ISBN : 1563271508
How do you fix a broken customer? Spend an hour with Ron Zemke's Service Recovery and discover the steps to take after a product or service breakdown to satisfy your customer. Zemke's guidelines are easy to implement at all levels of a company. You'll learn the economic rationale for service recovery and the recovery guidelines for strategic advantage.
Author : Greg Brenneman
Publisher : Rosetta Books
Page : 312 pages
File Size : 49,8 Mb
Release : 2016-02-09
Category : Business & Economics
ISBN : 9780795346538
An expert in business turnaround shares his inspiring approach to problem-solving: “A fascinating read” (Mitt Romney). Visionary leader Greg Brenneman believes that true business success and personal fulfillment are two sides of the same coin. The techniques that will grow your business will also help you achieve a rich, purposeful, and integrated life. Here, Brenneman takes what he’s learned from turning around or tuning up many businesses—including Continental Airlines and Burger King—and distills it into a simple, clear, five-step roadmap that anyone can follow. He teaches you how to: *prepare a succinct Go Forward plan *build a fortress balance sheet *grow your sales and profits *choose all-star servant leaders *empower your team For more than thirty years, Brenneman has seen these steps foster dramatic results in a variety of business environments. But he also came to realize that he could apply these same principles to improve his life and build a lasting moral legacy. He found he could make better decisions by carefully taking the most important facets of his life—faith, family, friendship, fitness, and finance—into consideration. Brenneman’s inspiring examples, from both his business and his life, demonstrate the astounding effects these steps can have when you apply them—right away and all at once.
