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| Author | : Chip R. Bell |
| Publisher | : Amacom |
| Total Pages | : 0 |
| Release | : 2013 |
| Genre | : Customer services |
| ISBN | : 9780814432044 |
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.
| Author | : Ron Zemke |
| Publisher | : Amacom Books |
| Total Pages | : 232 |
| Release | : 2000 |
| Genre | : Business & Economics |
| ISBN | : 9780814470848 |
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 | : Ron Zemke |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 196 |
| Release | : 2003 |
| Genre | : Business & Economics |
| ISBN | : 9780814407653 |
Outlines the skills and techniques of providing superior customer service.
| Author | : Jeffrey H. Gitomer |
| Publisher | : Amacom Books |
| Total Pages | : 224 |
| Release | : 1999 |
| Genre | : Business & Economics |
| ISBN | : 9780814470305 |
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 | : Chip R. Bell |
| Publisher | : Amacom Books |
| Total Pages | : 244 |
| Release | : 2007 |
| Genre | : Business & Economics |
| ISBN | : 9780814473689 |
The bestselling customer service management book is back and better than ever, with new tips, strategies, and examples from how to find and retain service-oriented people to recognizing and rewarding good performance.
| Author | : Kristin Anderson |
| Publisher | : Amacom |
| Total Pages | : 212 |
| Release | : 1998 |
| Genre | : Business & Economics |
| ISBN | : 9780814479711 |
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 | : William Miller |
| Publisher | : AMACOM/American Management Association |
| Total Pages | : 176 |
| Release | : 2005 |
| Genre | : Business & Economics |
| ISBN | : 0814428711 |
Another knockout in the grand tradition of "Knock Your Socks Off Service"!
| Author | : Performance Research Associates |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 382 |
| Release | : 2009-06-17 |
| Genre | : Business & Economics |
| ISBN | : 0814414451 |
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 best-selling 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 help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting 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 | : Ron Zemke |
| Publisher | : Amacom Books |
| Total Pages | : 148 |
| Release | : 1997 |
| Genre | : Business & Economics |
| ISBN | : 9780814479353 |
Describes the basics of managing like a coach, and presents ideas for coaching in particular situations, including training and motivating new employees
| Author | : Ron Zemke |
| Publisher | : AMACOM |
| Total Pages | : 241 |
| Release | : 2013-03-13 |
| Genre | : Business & Economics |
| ISBN | : 0814432352 |
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.
