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

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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.

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

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

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

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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

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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.

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

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Outlines the skills and techniques of providing superior customer service.

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
Pages 173
Release 1996-10-21
Genre Business & Economics
ISBN 0814415814

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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.

Dance Lessons

Dance Lessons
Title Dance Lessons PDF eBook
Author Chip R. Bell
Publisher Berrett-Koehler Publishers
Pages 252
Release 1998-10-15
Genre Business & Economics
ISBN 9781576750438

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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.