Ron Zemke – författare

A Simon & Schuster audiobook. Simon & Schuster has a great book for every listener.

Authors Kristin Anderson and Ron Zemke provide a practical guide to the day-to-day challenges that arise in training superior customer service people.

Knock your socks off service doesn''t just happen. It requires coaching on an ongoing basis. As part of the Knock Your Socks Off series, Coaching Knock Your Socks Off Service 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 you how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson''s strategies for handling the toughest coaching problems.

You will learn the 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.

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.

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.

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.

"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 upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains: * The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back * The processes, policies, and technology a company must have to ensure an effective, real-time recovery system * The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers."

"If you hate prospecting, think how much those prospects dread your cold calls! You need techniques that energize and motivate both you and your potential customers. Welcome to Knock Your Socks Off Prospecting. Filled with logical, easy-to-use tools, step-by-step skill-building exercises, real-life stories, and amusing anecdotes (along with John Bush’s clever illustrations), this practical and entertaining book helps you improve your communications skills, identify prospects (real ones), and maximize the productivity of your prospecting time. You’ll also get the most valuable collection of how-to cold-calling tips you’ve ever seen, and follow-up techniques guaranteed to win more sales!"