Author : Kristin Anderson
Publisher : Amacom
Page : 212 pages
File Size : 29,62 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 : Chip Bell
Publisher : AMACOM
Page : 250 pages
File Size : 13,9 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 : Jeffrey H. Gitomer
Publisher : Amacom Books
Page : 224 pages
File Size : 22,19 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 : William Miller
Publisher : AMACOM/American Management Association
Page : 176 pages
File Size : 12,7 MB
Release : 2005
Category : Business & Economics
ISBN : 0814428711
Another knockout in the grand tradition of "Knock Your Socks Off Service"!
Author : Ron Zemke
Publisher : AMACOM Div American Mgmt Assn
Page : 196 pages
File Size : 49,53 MB
Release : 2003
Category : Business & Economics
ISBN : 9780814407653
Outlines the skills and techniques of providing superior customer service.
Author : Ron Zemke
Publisher : Amacom Books
Page : 232 pages
File Size : 40,76 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 Associates, Inc
Publisher : Amacom Books
Page : 216 pages
File Size : 32,85 MB
Release : 2007
Category : Business & Economics
ISBN : 9780814430019
Written in the same accessible and humorous style that made this book a classic, this title features brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush.
Author : Ron ZEMKE
Publisher : AMACOM Div American Mgmt Assn
Page : 270 pages
File Size : 50,80 MB
Release : 2001-01-01
Category : Business & Economics
ISBN : 0761215255
Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features that enable you to turn the Knock Your Socks Off Service advantage to a competitive advantage in your own workplace. You will learn how to: • See things from the customer’s point of view • Meet customer expectations and satisfy their needs • Create a memorable experience for the customer • Become easy to do business with • Determine the right time to bend or break the rules • Become a fantastic fixer and powerful problem-solver • Cope effectively with "customers from hell" • Avoid the ten deadly sins of customer service • Formulate smart answers to tough customer questions. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.
Author : Performance Associates, Inc
Publisher : AMACOM Div American Mgmt Assn
Page : 241 pages
File Size : 22,7 MB
Release : 2012
Category : Business & Economics
ISBN : 0814417558
In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't. For over two decades, Delivering Knock Your Socks Off Service has combined this timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, the book provides readers with proven tips and strategies for exceeding customer needs and expectations, determining the right times to bend or break the rules, becoming fantastic fixers and powerful problem-solvers, using the RATER factors to wow your customers, understanding cultural and generational differences, and coping effectively with your most challenging customers. Plus, the revised fifth edition delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.What is quality customer service--and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping customer service professionals deliver outstanding service that keeps customers coming back.
Author : PERFORMANCE RESEARCH ASSOCIATES
Publisher : AMACOM Div American Mgmt Assn
Page : 266 pages
File Size : 38,31 MB
Release : 2011-10-29
Category : Business & Economics
ISBN : 0814417566
Who would’ve thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, Delivering Knock Your Socks Off Service has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: • Exceeding customer needs and expectations • Determining the right times to bend or break the rules • Becoming fantastic fixers and powerful problem-solvers • Using the RATER factors to wow your customers • Understanding cultural and generational differences • Becoming a listening post • Coping effectively with “customers from hell” With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.
