Download or read book Managing Knock Your Socks Off Service written by Chip Bell and published by AMACOM. This book was released on 2013-05-01 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Knock Your Socks Off Service Recovery written by Ron Zemke and published by Amacom Books. This book was released on 2000 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Delivering Knock Your Socks Off Service written by Ron Zemke and published by AMACOM Div American Mgmt Assn. This book was released on 2003 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Outlines the skills and techniques of providing superior customer service.
Download or read book Tales of Knock Your Socks Off Service written by Kristin Anderson and published by Amacom. This book was released on 1998 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Managing Knock Your Socks Off Service written by Chip R. Bell and published by Amacom Books. This book was released on 2007 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: The bestselling customer service management book is back and better than ever, with new tips, strategies, and examples from how to find and retain service-oriented people to recognizing and rewarding good performance.
Download or read book Knock Your Socks Off Selling written by Jeffrey H. Gitomer and published by Amacom Books. This book was released on 1999 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Knock Your Socks Off Prospecting written by William Miller and published by AMACOM/American Management Association. This book was released on 2005 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Another knockout in the grand tradition of "Knock Your Socks Off Service"!
Download or read book 101 Activities for Delivering Knock Your Socks Off Service written by Performance Research Associates and published by AMACOM Div American Mgmt Assn. This book was released on 2009-06-17 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Coaching Knock Your Socks Off Service written by Ron Zemke and published by Amacom Books. This book was released on 1997 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: Describes the basics of managing like a coach, and presents ideas for coaching in particular situations, including training and motivating new employees
Download or read book Generations at Work written by Ron Zemke and published by AMACOM. This book was released on 2013-03-13 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written for those struggling to manage a workforce with incompatible ethics, values, and working styles, this book looks at the root causes of professional conflict and offers practical guidelines for navigating multigenerational differences. By exploring the most common causes of conflict--including the Me Generation’s frustration with Gen Yers’ constant desire for feedback and the challenges facing Gen Xers sandwiched between these polarities--Generations at Work offers practical, spot-on guidance for managing the differences with consideration to each generation’s unique needs. Along with the authors’ insights for managing a workforce with different ways of working, communicating, and thinking, this invaluable resources offers: in-depth interviews with members of each generation, tips on best practices from companies successfully bridging the generation gap, and a mentorship field guide to help you support the youngest members of your team. Generations at Work has the tools that are key to helping your workforce interact more positively with one another and thrive in today’s wildly divergent workplace culture.
Download or read book More Is More written by Blake Morgan and published by Routledge. This book was released on 2017-04-21 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Less is more” may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a “more is more” philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for success by emphasizing the importance of relationships. Companies that do more: Design something special Offer a strong employee experience Modernize with technology Obsess over the customer Reward responsibility and accountability Embrace disruption and innovation More Is More offers practical advice for building or improving customer experience that you can apply immediately at your own organization. Time is of the essence: your customers are not willing to wait for you to get the customer experience right. Outlining the key areas you need to address immediately, More Is More will help you weather external changes, remain relevant, and thrive in today’s ever-changing business landscape.
Download or read book Service Recovery written by Ron Zemke and published by . This book was released on 1995 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Knock Your Socks Off Answers written by Kristin Anderson and published by Amacom Books. This book was released on 1995 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Pat answers to peevish questions and provocative customer comments, smart answers to even tougher questions, questions with no easy answers, and customers say the darnedest things.
Download or read book Right Away All at Once written by Greg Brenneman and published by Rosetta Books. This book was released on 2016-02-09 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: An expert in business turnaround shares his inspiring approach to problem-solving: “A fascinating read” (Mitt Romney). Visionary leader Greg Brenneman believes that true business success and personal fulfillment are two sides of the same coin. The techniques that will grow your business will also help you achieve a rich, purposeful, and integrated life. Here, Brenneman takes what he’s learned from turning around or tuning up many businesses—including Continental Airlines and Burger King—and distills it into a simple, clear, five-step roadmap that anyone can follow. He teaches you how to: *prepare a succinct Go Forward plan *build a fortress balance sheet *grow your sales and profits *choose all-star servant leaders *empower your team For more than thirty years, Brenneman has seen these steps foster dramatic results in a variety of business environments. But he also came to realize that he could apply these same principles to improve his life and build a lasting moral legacy. He found he could make better decisions by carefully taking the most important facets of his life—faith, family, friendship, fitness, and finance—into consideration. Brenneman’s inspiring examples, from both his business and his life, demonstrate the astounding effects these steps can have when you apply them—right away and all at once.
Download or read book Sustaining Knock Your Socks Off Service written by Thomas K. Connellan and published by AMACOM Div American Mgmt Assn. This book was released on 1993 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ron Zemke shook up the service industry with his two bestselling books on delivering and managing "knock your socks off" service. Now, he and Tom Connellan, a leading authority on the behavioral aspects of service quality, describe the powerful strategies that companies need to know to hang on to the efforts they started in the "gold rush" toward service quality.
Download or read book Customer Service Best Practices written by Ron Zemke and published by Human Resource Development. This book was released on 1998 with total page 502 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Loyalty Guaranteed written by Chip R Bell and published by Adams Media. This book was released on 2007-11-01 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Amidst a wealth of products and services, customers are hearing one message more consistently than ever before: "Buy from us...or not...your business isn't that important." How are companies sending the message? By giving their customers boring, apathetic, impatient, and uninspired service. An organization's commercial success is incumbent upon making customers feel valued. Customer Loyalty Guaranteed shows leaders at all levels how to awaken the "spirit to serve" in every employee. Included are: * The seven customer service personalities that build unbreakable customer loyalty--and how to manage them * Leadership practices that organizations must embrace to be service superstars * Practices for maintaining remarkable service over the longterm Customer service gurus Chip Bell and John Patterson provide fresh concepts on how organizations must deal with today's "new" customer, and show companies how to infuse their organizations with passion that customers will connect to. AUTHOR: Chip R. Bell (Dallas, TX) is founder of the Dallas-based Chip Bell Group and one of the nation's leading experts on customer service. Leadership Excellence magazine named him one of the 50 most influential leadership authorities in the United States. His previous books, including Magnetic Service, Customers as Partners, and Managing Knock Your Socks Off Service, have all been on bestseller lists and widely translated around the world. John R. Patterson (Atlanta, GA) is founder and President of the Atlanta-based Progressive Insights, a Chip Bell Group alliance partner. His consulting practice specializes in helping organizations manage complex culture change built around customer and employee loyalty. His articles have appeared in Customer Relationship Management and Leadership Excellence.
