Ron ZEMKE's Books

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

Service America!

Doing Business in the New Economy

By: Karl Albrecht,Ron Zemke

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Service America!

Doing Business in the New Economy

By: Karl Albrecht,Ron Zemke

This classic service primer shows how to make service quality an imperative in the organization and increase profits with customer loyalty.

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Page Count

228

Publisher

McGraw-Hill Professional Publishing

Published Date

ISBN 10

0870946595

ISBN 13

9780870946592

Delivering Knock Your Socks Off Service

By: Ron Zemke,Bobette Hayes Williamson

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Delivering Knock Your Socks Off Service

By: Ron Zemke,Bobette Hayes Williamson

Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features that enable you to turn the Knock Your Socks Off Service advantage to a competitive advantage in your own workplace. You will learn how to: ¿ See things from the customer¿s point of view ¿ Meet customer expectations and satisfy their needs ¿ Create a memorable experience for the customer ¿ Become easy to do business with ¿ Determine the right time to bend or break the rules ¿ Become a fantastic fixer and powerful problem-solver ¿ Cope effectively with "customers from hell" ¿ Avoid the ten deadly sins of customer service ¿ Formulate smart answers to tough customer questions

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Page Count

270

Publisher

AMACOM Div American Mgmt Assn

Published Date

ISBN 10

0761213392

ISBN 13

9780761213390

Managing Knock Your Socks Off Service

By: Chip R. Bell,Ron Zemke,David Zielinski

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Managing Knock Your Socks Off Service

By: Chip R. Bell,Ron Zemke,David Zielinski

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.

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Page Count

244

Publisher

Amacom Books

Published Date

ISBN 10

0814473687

ISBN 13

9780814473689

Managing Knock Your Socks Off Service

By: Chip Bell,Ron Zemke,John Bush

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Managing Knock Your Socks Off Service

By: Chip Bell,Ron Zemke,John Bush

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.

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Page Count

250

Publisher

AMACOM

Published Date

ISBN 10

0814432050

ISBN 13

9780814432051

Delivering Knock Your Socks Off Service

By: Ron Zemke,Bobette Hayes Williamson

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Delivering Knock Your Socks Off Service

By: Ron Zemke,Bobette Hayes Williamson

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Page Count

270

Publisher

AMACOM Div American Mgmt Assn

Published Date

ISBN 10

0761213392

ISBN 13

9780761213390

Service Recovery

Fixing Broken Customers

By: Ron Zemke

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Service Recovery

Fixing Broken Customers

By: Ron Zemke

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.

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Published Date

ISBN 10

1563271508

ISBN 13

9781563271502

Service America!

Doing Business in the New Economy

By: Karl Albrecht,Ron Zemke

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Service America!

Doing Business in the New Economy

By: Karl Albrecht,Ron Zemke

This classic service primer shows how to make service quality an imperative in the organization and increase profits with customer loyalty.

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Page Count

222

Publisher

McGraw-Hill Professional Publishing

Published Date

ISBN 10

0870946595

ISBN 13

9780870946592

The Service Edge

101 Companies that Profit from Customer Care

By: Ron Zemke,Dick Schaaf

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The Service Edge

101 Companies that Profit from Customer Care

By: Ron Zemke,Dick Schaaf

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.

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Page Count

612

Publisher

Plume Books

Published Date

ISBN 10

0452264936

ISBN 13

9780452264939

Delivering Knock Your Socks Off Service

By: Kristin Anderson,Ron Zemke

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Delivering Knock Your Socks Off Service

By: Kristin Anderson,Ron Zemke

Outlines the skills and techniques of providing superior customer service.

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Page Count

149

Published Date

ISBN 10

0814479707

ISBN 13

9780814479704

The Service Edge

101 Companies that Profit from Customer Care

By: Ron Zemke,Dick Schaaf

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The Service Edge

101 Companies that Profit from Customer Care

By: Ron Zemke,Dick Schaaf

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Page Count

612

Publisher

Plume Books

Published Date

ISBN 10

0452264936

ISBN 13

9780452264939

Affiliation in the Workplace

Value Creation in the New Organization

By: Ron Elsdon

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Affiliation in the Workplace

Value Creation in the New Organization

By: Ron Elsdon

This book draws on studies that quantify the link between individual development and organizational value creation. Strengthening this link is key to building a strong sense of affiliation and a more productive workforce. The author provides frameworks for characterizing the workforce, listening to the organization, using inclusion as a key differentiator, and applying mathematical modeling techniques to explore and quantify related areas. We are entering an era when it makes sense to move away from mere retention strategies of control and toward more mutually beneficial strategies of affiliation. This trend can be traced to the recognition of the knowledge worker's influence and the value of human capital in today's economy. To succeed in this emerging work world, organizational leaders and human resource professionals must create new relationships with individuals built around the concept of affiliation. This will mean changed roles and behaviors that respect mutual interests, and will require a culture of inclusion expressed internally through workforce diversity, externally through workforce partnerships, at a community level through philanthropy, and globally through the pursuit of a greater good.

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Page Count

278

Publisher

Bloomsbury Publishing USA

Published Date

ISBN 10

0313011567

ISBN 13

9780313011566

The Spirituality of Welcoming

How to Transform Your Congregation into a Sacred Community

By: Dr. Ron Wolfson

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The Spirituality of Welcoming

How to Transform Your Congregation into a Sacred Community

By: Dr. Ron Wolfson

A practical guide for envisioning—and transforming—your synagogue into a powerful new congregation of welcoming, learning and healing. "The new synagogue we envision is a spiritual center for all those who set foot inside it. It is a kehillah kedoshah, a sacred community, where relationships are paramount, where worship is engaging, where everyone is learning, where repair of the world is a moral imperative, where healing is offered, where personal and institutional transformation are embraced. The times are ripe for this spiritual call." —from the Introduction So often we want our congregations to be more—more compelling, more member-focused, more spiritual and yet more useful for our daily lives. Through reflection, examples, tips and exercises—and incorporating the fruits of Synagogue 2000 (now Synagogue 3000), a groundbreaking decade-long program investigating the challenges facing modern synagogues—this inspiring handbook both establishes a sound foundation for why a deep hospitality is crucial for the survival of today's spiritual communities, and dives into the practical hands-on how of turning your congregation into a place of invitation and openness that includes: Prayer that is engaging, uplifting and spiritually moving • Institutional deepening that is possible because of an openness to change • Study that engages adults and families, as well as children • Good deeds—the work of social justice—as a commitment of each and every member • An ambience of welcome that creates a culture of warmth and outreach • Healing that offers comfort and support at times of illness and loss • ... and much more.

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Page Count

266

Publisher

Turner Publishing Company

Published Date

ISBN 10

1580234712

ISBN 13

9781580234719

Modern Analysis of Customer Surveys

with Applications using R

By: Ron S. Kenett,Silvia Salini

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Modern Analysis of Customer Surveys

with Applications using R

By: Ron S. Kenett,Silvia Salini

Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.

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Page Count

533

Publisher

John Wiley & Sons

Published Date

ISBN 10

0470971282

ISBN 13

9780470971284

Into the Value Zone

Gaining and Sustaining Competitive Advantage

By: Ron Wood

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Into the Value Zone

Gaining and Sustaining Competitive Advantage

By: Ron Wood

Into the Value Zone provides business leaders with an uncomplicated approach to evaluate their own company and the competition. Professor Ron Wood explains strategies that will help managers to create and execute initiatives that achieve sustainable results with enduring value for their clients and to manage their company's assets with efficiency. Professor Wood outlines a concise business model for managers that highlights market trends, uncovers the impact of new technologies, and enables them to see their company's placement against the competition in The Big Picture. Book jacket.

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Page Count

224

Publisher

University Press of America

Published Date

ISBN 10

0761840206

ISBN 13

9780761840206

Knock Your Socks Off Prospecting

How to Cold Call, Get Qualified Leads, and Make More Money

By: William Miller,Ron Zemke

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Knock Your Socks Off Prospecting

How to Cold Call, Get Qualified Leads, and Make More Money

By: William Miller,Ron Zemke

Another knockout in the grand tradition of "Knock Your Socks Off Service"!

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Page Count

176

Publisher

AMACOM/American Management Association

Published Date

ISBN 10

0814428711

ISBN 13

9780814428719

Service Recovery

Fixing Broken Customers

By: Ron Zemke

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Service Recovery

Fixing Broken Customers

By: Ron Zemke

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Published Date

ISBN 10

1563271508

ISBN 13

9781563271502

Generations at Work

Managing the Clash of Boomers, Gen Xers, and Gen Yers in the Workplace

By: Ron Zemke,Claire Raines,Bob Filipczak

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Generations at Work

Managing the Clash of Boomers, Gen Xers, and Gen Yers in the Workplace

By: Ron Zemke,Claire Raines,Bob Filipczak

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.

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Page Count

241

Publisher

AMACOM

Published Date

ISBN 10

0814432352

ISBN 13

9780814432358

Knock Your Socks Off Selling

By: Jeffrey H. Gitomer,Ron Zemke

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Knock Your Socks Off Selling

By: Jeffrey H. Gitomer,Ron Zemke

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.

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