Author : Ron Zemke
Publisher : Amacom Books
Page : 232 pages
File Size : 19,28 MB
Release : 2000
Category : 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 Books
Page : 148 pages
File Size : 19,63 MB
Release : 1997
Category : 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 : Performance Research Associates
Publisher : AMACOM Div American Mgmt Assn
Page : 382 pages
File Size : 24,75 MB
Release : 2009-06-17
Category : 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 : Jeffrey H. Gitomer
Publisher : Amacom Books
Page : 224 pages
File Size : 10,16 MB
Release : 1999
Category : 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 : Ron Zemke
Publisher : AMACOM Div American Mgmt Assn
Page : 196 pages
File Size : 24,31 MB
Release : 2003
Category : Business & Economics
ISBN : 9780814407653
Outlines the skills and techniques of providing superior customer service.
Author : Ron Zemke
Publisher : AMACOM
Page : 173 pages
File Size : 35,72 MB
Release : 1996-10-21
Category : Business & Economics
ISBN : 0814415814
Authors Kristin Anderson and Ron Zemke provide a practical guide to the day-to-day challenges that arise in training superior customer service people. Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. As part of the Knock Your Socks Off series, Coaching Knock Your Socks Off Service explains how to: help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on. The authors present a model for successfully coaching anyone, anywhere, and they show you how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems. You will learn the most important new skill? teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less.
Author : Chip R. Bell
Publisher : Berrett-Koehler Publishers
Page : 252 pages
File Size : 46,7 MB
Release : 1998-10-15
Category : Business & Economics
ISBN : 9781576750438
Two veteran business consultants show business people how to manage the personal side of partnerships and choreograph the results they want. Successful partnering, the authors argue, is like dancing--easily learned in six simple steps. Illustrations.
Author : Pat Williams
Publisher : Health Communications, Inc.
Page : 294 pages
File Size : 22,55 MB
Release : 2006-03-07
Category : Self-Help
ISBN : 0757303919
John Wooden is an American icon. Since he announced his retirement thirty years ago, “Coach” remains one of our country's most popular and heroic figures. What John Wooden accomplished as basketball coach at UCLA will never be repeated—eighty-eight victories in a row, ten national championships—but what makes his legacy even more amazing is how he did it: with honor, integrity and grace. In his research for How to Be Like Coach Wooden, Pat Williams recounts well over 800 interviews. The result is an inspiring motivational biography about a great hero of basketball and one of the most amazing leaders in history. How to Be Like Coach Wooden is the next dynamic book in the How to Be Like "character biography" series, which focuses on drawing out important lessons from the lives of great men and women. In this book, readers will learn from Coach Wooden, a beacon of honesty, goodness and faith. Wooden cared about winning in basketball, but he cared more about winning in life.
Author : Ron Zemke
Publisher : Human Resource Development
Page : 502 pages
File Size : 47,70 MB
Release : 1998
Category : Customer services
ISBN : 9780874254433
Author : Dave Hemsath
Publisher : Berrett-Koehler Publishers
Page : 268 pages
File Size : 21,87 MB
Release : 1997-06-12
Category : Business & Economics
ISBN : 9781576750193
Research has shown that when people actually enjoy their jobs they're more creative, more productive, and more committed to doing their job well. Featuring ideas generated by companies around the world that have successfully instilled fun into the workplace, "301 Ways to Have Fun at Work" is a complete resource anyone can use to create a dynamic workplace. Illus.
