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Service Recovery
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.
Service Wisdom
Brings together thought-provoking articles on achieving and maintaining superior customer service in any organization.
Delivering Knock Your Socks Off Service
Outlines the skills and techniques of providing superior customer service.
The Service Edge
This landmark business book points the way for business managers to build a service ethos into their corporate cultures. Presents 101 detailed and revealing examples from all aspects of business, industry, and even government.
Service America!
This classic service primer shows how to make service quality an imperative in the organization and increase profits with customer loyalty.
Generations at Work
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.
Developing Supervisors and Team Leaders
Leaders and supervisors do not grow on trees; they must be developed. 'Developing Supervisors and Team Leaders' is a practical, how-to guide for creating leaders and supervisors. Spanning topics from determining needs to evaluating performance, it covers all aspects of how to develop the skills, insights, and attitude to lead others. Kirkpatrick demonstrates how to get others to share the same focus, purpose, and efforts toward improving an organization's quality of product or service. From determining needs, planning programs and training to the final evaluation, this book provides knowledge and practical tools for developing successful leaders. Donald Kirkpatrick, Ph.D., Emeritus Professor of the University of Wisconsin, is the author of numerous books and articles on the subject of management and performance.
Customers as Partners
Effective customer partnership creates customers who return in good times and in bad, customers who say, "I wouldn't go anywhere else". Using real-world examples, Chip Bell examines the qualities that form the core of all lasting relationships and describes a way of business where personal interactions, not sales, take center stage.
Managing Knock Your Socks Off Service
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 customers intimately * build a service vision * train and coach * create and maintain a service management process that aligns people, systems, and customers * involve and empower employees * recognize and reward good performance. Filled with examples from service standard-setters such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis.
