Author : Ron Zemke
Publisher : AMACOM Div American Mgmt Assn
Page : 196 pages
File Size : 17,79 MB
Release : 2003
Category : Business & Economics
ISBN : 9780814407653
Outlines the skills and techniques of providing superior customer service.
Author : Chip Bell
Publisher : AMACOM
Page : 250 pages
File Size : 47,10 MB
Release : 2013-05-01
Category : Business & Economics
ISBN : 0814432050
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 : Ron Zemke
Publisher : Amacom Books
Page : 232 pages
File Size : 37,87 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 : Performance Research Associates
Publisher : AMACOM Div American Mgmt Assn
Page : 382 pages
File Size : 17,80 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 : 21,16 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 : Kristin Anderson
Publisher : Amacom
Page : 212 pages
File Size : 22,6 MB
Release : 1998
Category : 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 : Ron Zemke
Publisher : Amacom Books
Page : 148 pages
File Size : 22,59 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 : William Miller
Publisher : AMACOM/American Management Association
Page : 176 pages
File Size : 49,20 MB
Release : 2005
Category : Business & Economics
ISBN : 0814428711
Another knockout in the grand tradition of "Knock Your Socks Off Service"!
Author : Chip R. BELL
Publisher : AMACOM Div American Mgmt Assn
Page : 242 pages
File Size : 48,98 MB
Release : 2007-05-17
Category : Business & Economics
ISBN : 0814400515
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 : Ari Weinzweig
Publisher : Hyperion
Page : 125 pages
File Size : 37,48 MB
Release : 2012-06-26
Category : Business & Economics
ISBN : 1401305075
Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way.
