Knock Your Socks Off Service Recovery

Knock Your Socks Off Service Recovery
Title Knock Your Socks Off Service Recovery PDF eBook
Author Ron Zemke
Publisher Amacom Books
Pages 232
Release 2000
Genre Business & Economics
ISBN 9780814470848

Download Knock Your Socks Off Service Recovery Book in PDF, Epub and Kindle

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.

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service
Title Delivering Knock Your Socks Off Service PDF eBook
Author Ron Zemke
Publisher AMACOM Div American Mgmt Assn
Pages 196
Release 2003
Genre Business & Economics
ISBN 9780814407653

Download Delivering Knock Your Socks Off Service Book in PDF, Epub and Kindle

Outlines the skills and techniques of providing superior customer service.

101 Activities for Delivering Knock Your Socks Off Service

101 Activities for Delivering Knock Your Socks Off Service
Title 101 Activities for Delivering Knock Your Socks Off Service PDF eBook
Author Performance Research Associates
Publisher AMACOM Div American Mgmt Assn
Pages 382
Release 2009-06-17
Genre Business & Economics
ISBN 0814414451

Download 101 Activities for Delivering Knock Your Socks Off Service Book in PDF, Epub and Kindle

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.

Knock Your Socks Off Selling

Knock Your Socks Off Selling
Title Knock Your Socks Off Selling PDF eBook
Author Jeffrey H. Gitomer
Publisher Amacom Books
Pages 224
Release 1999
Genre Business & Economics
ISBN 9780814470305

Download Knock Your Socks Off Selling Book in PDF, Epub and Kindle

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.

Coaching Knock Your Socks Off Service

Coaching Knock Your Socks Off Service
Title Coaching Knock Your Socks Off Service PDF eBook
Author Ron Zemke
Publisher Amacom Books
Pages 148
Release 1997
Genre Business & Economics
ISBN 9780814479353

Download Coaching Knock Your Socks Off Service Book in PDF, Epub and Kindle

Describes the basics of managing like a coach, and presents ideas for coaching in particular situations, including training and motivating new employees

Service Recovery

Service Recovery
Title Service Recovery PDF eBook
Author Ron Zemke
Publisher
Pages 84
Release 1995
Genre Business & Economics
ISBN 9781563271502

Download Service Recovery Book in PDF, Epub and Kindle

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.

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service
Title Delivering Knock Your Socks Off Service PDF eBook
Author PERFORMANCE RESEARCH ASSOCIATES
Publisher AMACOM Div American Mgmt Assn
Pages 266
Release 2011-10-29
Genre Business & Economics
ISBN 0814417566

Download Delivering Knock Your Socks Off Service Book in PDF, Epub and Kindle

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.