PERFORMANCE RESEARCH ASSOCIATES's Books

Delivering Knock Your Socks Off Service

By: Performance Associates, Inc

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Delivering Knock Your Socks Off Service

By: Performance Associates, Inc

In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't. For over two decades, Delivering Knock Your Socks Off Service has combined this timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, 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, and coping effectively with your most challenging customers. Plus, the revised fifth edition delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.What is quality customer service--and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping customer service professionals deliver outstanding service that keeps customers coming back.

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Page Count

241

Publisher

AMACOM Div American Mgmt Assn

Published Date

ISBN 10

0814417558

ISBN 13

9780814417553

101 Activities for Delivering Knock Your Socks Off Service

By: Performance Research Associates

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101 Activities for Delivering Knock Your Socks Off Service

By: Performance Research Associates

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.

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Page Count

382

Publisher

AMACOM Div American Mgmt Assn

Published Date

ISBN 10

0814414451

ISBN 13

9780814414453

Delivering Knock Your Socks Off Service

By: PERFORMANCE RESEARCH ASSOCIATES

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Delivering Knock Your Socks Off Service

By: PERFORMANCE RESEARCH ASSOCIATES

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.

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Page Count

266

Publisher

AMACOM Div American Mgmt Assn

Published Date

ISBN 10

0814417566

ISBN 13

9780814417560

Delivering Knock Your Socks Off Service

By: Ron Zemke,Performance Research Associates

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Delivering Knock Your Socks Off Service

By: Ron Zemke,Performance Research Associates

Outlines the skills and techniques of providing superior customer service.

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Page Count

196

Publisher

AMACOM Div American Mgmt Assn

Published Date

ISBN 10

081440765X

ISBN 13

9780814407653

Measuring Human Capabilities

An Agenda for Basic Research on the Assessment of Individual and Group Performance Potential for Military Accession

By: National Research Council,Division of Behavioral and Social Sciences and Education,Board on Behavioral, Cognitive, and Sensory Sciences,Committee on Measuring Human Capabilities: Performance Potential of Individuals and Collectives

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Measuring Human Capabilities

An Agenda for Basic Research on the Assessment of Individual and Group Performance Potential for Military Accession

Every year, the U.S. Army must select from an applicant pool in the hundreds of thousands to meet annual enlistment targets, currently numbering in the tens of thousands of new soldiers. A critical component of the selection process for enlisted service members is the formal assessments administered to applicants to determine their performance potential. Attrition for the U.S. military is hugely expensive. Every recruit that does not make it through basic training or beyond a first enlistment costs hundreds of thousands of dollars. Academic and other professional settings suffer similar losses when the wrong individuals are accepted into the wrong schools and programs or jobs and companies. Picking the right people from the start is becoming increasingly important in today's economy and in response to the growing numbers of applicants. Beyond cognitive tests of ability, what other attributes should selectors be considering to know whether an individual has the talent and the capability to perform as well as the mental and psychological drive to succeed? Measuring Human Capabilities: An Agenda for Basic Research on the Assessment of Individual and Group Performance Potential for Military Accession examines promising emerging theoretical, technological, and statistical advances that could provide scientifically valid new approaches and measurement capabilities to assess human capability. This report considers the basic research necessary to maximize the efficiency, accuracy, and effective use of human capability measures in the military's selection and initial occupational assignment process. The research recommendations of Measuring Human Capabilities will identify ways to supplement the Army's enlisted soldier accession system with additional predictors of individual and collective performance. Although the primary audience for this report is the U.S. military, this book will be of interest to researchers of psychometrics, personnel selection and testing, team dynamics, cognitive ability, and measurement methods and technologies. Professionals interested in of the foundational science behind academic testing, job selection, and human resources management will also find this report of interest.

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Page Count

253

Publisher

National Academies Press

Published Date

ISBN 10

0309317207

ISBN 13

9780309317207

Evolving the High Performance Computing and Communications Initiative to Support the Nation's Information Infrastructure

By: National Research Council,Computer Science and Telecommunications Board,Committee to Study High Performance Computing and Communications: Status of a Major Initiative

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Evolving the High Performance Computing and Communications Initiative to Support the Nation's Information Infrastructure

By: National Research Council,Computer Science and Telecommunications Board,Committee to Study High Performance Computing and Communications: Status of a Major Initiative

Maintaining the United States' strong lead in information technology will require continued federal support of research in this area, most of which is currently funded under the High Performance Computing and Communications Initiative (HPCCI). The Initiative has already accomplished a great deal and should be continued. This book provides 13 major recommendations for refining both HPCCI and support of information technology research in general. It also provides a good overview of the development of HPCC technologies.

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Page Count

134

Publisher

National Academies Press

Published Date

ISBN 10

0309052777

ISBN 13

9780309052771

Delivering Knock Your Socks Off Service

By: Kristin Anderson,Performance Research Associates,Ron Zemke

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Delivering Knock Your Socks Off Service

By: Kristin Anderson,Performance Research Associates,Ron Zemke

The game may have changed, but one rule is constant: A company is only as good as the service it gives.

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Page Count

192

Published Date

ISBN 10

0814426891

ISBN 13

9780814426890

101 Activities for Delivering Knock Your Socks Off Service

By: Ann Thomas,Jill Applegate,Performance Research Associates

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101 Activities for Delivering Knock Your Socks Off Service

By: Ann Thomas,Jill Applegate,Performance Research Associates

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 bestselling 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 meet their customers' needs. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service. You'll discover how to create an action plan for improvement, reviewing topics such as: how to say no, empathy vs. sympathy, service recovery, listening, email and telephone skills, customers from hell, winning words and soothing phrases, anticipating 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.

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Age

Page Count

383

Publisher

Amacom

Published Date

ISBN 10

0814414443

ISBN 13

9780814414446

Delivering Knock Your Socks Off Service

By: Performance Associates, Inc

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Delivering Knock Your Socks Off Service

By: Performance Associates, Inc

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Solve jigsaw puzzle

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Page Count

241

Publisher

AMACOM Div American Mgmt Assn

Published Date

ISBN 10

0814417558

ISBN 13

9780814417553

Book's by PERFORMANCE RESEARCH ASSOCIATES

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

101 Activities for Delivering Knock Your Socks Off Service

101 Activities for Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

Measuring Human Capabilities

Measuring Human Capabilities

Evolving the High Performance Computing and Communications Initiative to Support the Nation's Information Infrastructure

Evolving the High Performance Computing and Communications Initiative to Support the Nation's Information Infrastructure

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

101 Activities for Delivering Knock Your Socks Off Service

101 Activities for Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

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