Authors:Jeffrey Gitomer, Ron Zemke,
Publisher: AMACOM
Keywords: selling, socks, knock
Number of Pages: 220
Published: 1999-05-01
List price: $17.95
ISBN-10: 0814470300
ISBN-13: 9780814470305

Knock Your Socks Off is back! The successful formula for wowing customers has been adapted into a surefire strategy for winning sales. Written by the illustrious team of Gitomer and Zemke, this book helps salespeople succeed in today’s complex and stiffly competitive sales environment. In today’s world, customers choose slowly and carefully. They demand product customization at mass manufacture prices, and they want limitless opportunities to change their minds. On top of all that, salespeople face a marketplace awash in products and services, where good first impressions and l

Authors:Chip R. Bell, Ron Zemke,
Publisher: AMACOM
Keywords: knock, socks, series, service, managing
Number of Pages: 232
Published: 2007-05-15
List price: $17.95
ISBN-10: 0814473687
ISBN-13: 9780814473689

Today’s customers demand service that isn’t just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: * find and retain service-oriented people * get to know custo

Authors:Ron Zemke, John A. Woods,
Publisher: AMACOM
Keywords: service, customer, practices
Number of Pages: 425
Published: 1999-01-25
List price: $39.95
ISBN-10: 0814470289
ISBN-13: 9780814470282

A one-stop resource that brings together the wisdom of dozens of customer service experts who explain & demonstrate how to implement the best practices available in customer service. Paper. DLC: Customer services.

Authors:Ron Zemke, Chip R. Bell,
Publisher: AMACOM
Keywords: recovery, service, socks, knock
Number of Pages: 224
Published: 2000-05-26
List price: $17.95
ISBN-10: 081447084X
ISBN-13: 9780814470848

Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an up

Authors:Kristin Anderson, Ron Zemke,
Publisher: AMACOM
Keywords: knock, socks, nightmare, series, soothing, customers, customer, answers, solving, nightmares
Number of Pages: 176
Published: 1995-09-18
List price: $17.95
ISBN-10: 0814478840
ISBN-13: 9780814478844

In this sequel to the bestselling Delivering Knock Your Socks Off Service, Anderson and Zemke show readers not only how to maintain grace under fire when it comes to customer service, they actually give suggestions for fielding tough-as-nails customer questions--with aplomb.

Authors:Ron Zemke, Kristin Anderson,
Publisher: AMACOM
Keywords: service, socks, knock, coaching
Number of Pages: 160
Published: 1996-10-21
List price: $18.95
ISBN-10: 0814479359
ISBN-13: 9780814479353

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 c

Authors:Ron Zemke, Claire Raines, Bob Filipczak,
Publisher: AMACOM
Keywords: xers, nexters, workplace, boomers, veterans, work, managing, clash, generations
Number of Pages: 288
Published: 1999-10-11
List price: $27.00
ISBN-10: 0814404804
ISBN-13: 9780814404805

Walk through the tightly packed, hierarchically flattened corridors of America’s businesses and what do you hear? Not the sounds of harmony. Instead, you’ll probably hear the grumbles of irritation as people with wholly different ways of working, talking, and thinking have been tossed together side by side, cubicle by cubicle. It’s the teeth-gritting sound of generations in collision. Charlie, for example, is 61 and desperate for some clear, straightforward guidance from his 43-year-old boss Mary, who, in turn, is using her trademark heartfelt, buzzword-laden management st