"Knock Your Socks Off" Service Series
The"Knock Your Socks Off" Service Library
Get the entire set of 6 Knock Your Socks Off Service books (over 1,000 pages) for $109.95
To learn about each book, read the write-ups below or click on the book covers for more information and tables of contents
Click on cover for contents
|Delivering Knock Your Socks Off Service, Revised
Edition, by Ron Zemke and Kristin Anderson, softcover, 149 pages,
This book is for those who are new to the service industry and for service veterans who strive for perfection. After you read it, you'll wonder why you didn't think of these tips and techniques before! Delivering "knock your socks off" service is simpler than you think -- once you see service through the customers' eyes. This book shows you what the customer sees.
Customer Service is all about people -- and customer service reps are a special breed. While their job is to focus on the customer, your job as manager is to focus on them -- the people focused on the customer. This book addresses the manager's job and primary responsibilities: how to select, train, support, motivate, console, reward, and lead this particular, unique type of professional.
Tired of those "cheer up the troops" and "flavor of the month" initiatives? Do management's new "programs" seem more like passing fancies and fads? If so, you're ready for Sustaining Knock Your Socks Off Service. Here's a book that tackles big-picture problems with solutions that go beyond training and cheerleading. If you want to know how to change employee behavior, allocate resources to customer priorities, or create a self-correcting service delivery process, this book is for you.
At many help desks, training is on-the-job and in the trenches where you earn your stripes and your battle scars. In other words, learning the hard way. With this book, any help desk rep can skip the pain. Authors Anderson and Zemke have already packaged the perfect answer for every nightmarish question. So, be kind to yourself and your reps -- make sure everyone has a copy of Knock Your Socks Off Answers.
Coaching is a specific skill: Coaching is what YOU do and say to your employees to help them do and say the right things for the customer. Ever wonder what you would say in different situations to be most helpful? In this book, Ron Zemke tells you! Using a series of customer service situations that stump reps, you'll learn what to listen for, what the underlying problem is, what you should say to the rep, and how you can be most helpful.
Even with great service, there's an occasional slip-up. A product breaks... a reservation is lost... the fix failed. Saying "Oops, sorry!" just doesn't cut it. Ron Zemke and Chip Bell offer a blueprint for transforming scattershot responses into a planned recovery process.
Knock Your Socks Off Service on the Phone by Ron Zemke, 2 audio-cassettes and 1 workbook, 2 multiple-choice tests, 1998, $89.95, 2 CEU's awarded upon successful completion
For the first time ever! Audio self-study by Ron Zemke.
At last - America's legendary customer service guru has created a crackerjack self-study course. Now you can learn the dynamite telephone skills taught by Mr. "Knock Your Socks Off" himself: Ron Zemke, the authority who sets the standard for customer service nationwide with his immensely popular seminars and books.
The Resource Center for Customer Service
Tel: (708) 246-0320 Fax: (708) 246-0251
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Last modified January 17, 2012