Ron Zemke

Dick Schaaf

101 Ways to Keep Your Customers Coming Back Without Whining, Groveling Or Giving Away the Store

Taking Care of Business

John Bush

Chip Bell

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.

Managing Knock Your Socks Off Service

Kristin Anderson

Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. Now, thanks to authors Kristin Anderson and Ron Zemke, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people.This newest Knock Your Socks Off book 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 readers how to apply it in familiar coaching situations.Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems. And they will learn a 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.

Coaching Knock Your Socks Off Service

Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.

101 Companies that Profit from Customer Care

The Service Edge

Linda Standke

Philip G. Jones

Designing and Delivering Cost-effective Training--and Measuring the Results

John A. Woods

Case Studies and Strategies

Customer Service Best Practices

Karl Albrecht

The acclaimed bestseller that revolutionized the way American companies think about their customers, Service America! is a must-read for executives, entrepreneurs, and managers who want to catch the tidal wave of change sweeping the economy.

Doing Business in the New Economy

Service America!

Ron Zemke

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