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Author: Ron Zemke
Publisher: Amacom Books
Published: 2000
Total Pages: 232
ISBN-13: 9780814470848
DOWNLOAD EBOOKBased 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--showing what it costs to lose customers and how little it can cost to win them back.
Author: Ron Zemke
Publisher: AMACOM Div American Mgmt Assn
Published: 2003
Total Pages: 196
ISBN-13: 9780814407653
DOWNLOAD EBOOKOutlines the skills and techniques of providing superior customer service.
Author: Jeffrey H. Gitomer
Publisher: Amacom Books
Published: 1999
Total Pages: 224
ISBN-13: 9780814470305
DOWNLOAD EBOOKThe 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.
Author: Ron Zemke
Publisher:
Published: 1995
Total Pages: 84
ISBN-13: 9781563271502
DOWNLOAD EBOOKHow 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.
Author: Ron Zemke
Publisher: Amacom Books
Published: 1997
Total Pages: 148
ISBN-13: 9780814479353
DOWNLOAD EBOOKDescribes the basics of managing like a coach, and presents ideas for coaching in particular situations, including training and motivating new employees
Author: Craig Unger
Publisher: Penguin
Published: 2021-01-26
Total Pages: 352
ISBN-13: 0593182553
DOWNLOAD EBOOK**THE INSTANT NEW YORK TIMES BESTSELLER** Kompromat n.—Russian for "compromising information" This is a story about the dirty secrets of the most powerful people in the world—including Donald Trump. It is based on exclusive interviews with dozens of high-level sources—intelligence officers in the CIA, FBI, and the KGB, thousands of pages of FBI investigations, police investigations, and news articles in English, Russian, and Ukrainian. American Kompromat shows that from Trump to Jeffrey Epstein, kompromat was used in operations far more sinister than the public could ever imagine. Among them, the book addresses what may be the single most important unanswered question of the entire Trump era: Is Donald Trump a Russian asset? The answer, American Kompromat says, is yes, and it supports that conclusion backs with the first richly detailed narrative on how the KGB allegedly first “spotted” Trump as a potential asset, how they cultivated him as an asset, arranged his first trip to Moscow, and pumped him full of KGB talking points that were published in three of America’s most prestigious newspapers. Among its many revelations, American Kompromat reports for the first time that: • According to Yuri Shvets, a former major in the KGB, Trump first did business over forty years ago with a Manhattan electronics store co-owned by a Soviet émigré who Shvets believes was working with the KGB. Trump’s decision to do business there triggered protocols through which the Soviet spy agency began efforts to cultivate Trump as an asset, thus launching a decades-long “relationship” of mutual benefit to Russia and Trump, from real estate to real power. • Trump’s invitation to Moscow in 1987 was billed as a preliminary scouting trip for a hotel, but according to Shvets, was actually initiated by a high-level KGB official, General Ivan Gromakov. These sorts of trips were usually arranged for ‘deep development,’ recruitment, or for a meeting with the KGB handlers, even if the potential asset was unaware of it. . • Before Trump’s first trip to Moscow, he met with Natalia Dubinina, who worked at the United Nations library in a vital position usually reserved as a cover for KGB operatives. And many more...
Author: Greg Brenneman
Publisher: Rosetta Books
Published: 2016-02-09
Total Pages: 312
ISBN-13: 0795346530
DOWNLOAD EBOOKAn expert in business turnaround shares his inspiring approach to problem-solving: “A fascinating read” (Mitt Romney). Visionary leader Greg Brenneman believes that true business success and personal fulfillment are two sides of the same coin. The techniques that will grow your business will also help you achieve a rich, purposeful, and integrated life. Here, Brenneman takes what he’s learned from turning around or tuning up many businesses—including Continental Airlines and Burger King—and distills it into a simple, clear, five-step roadmap that anyone can follow. He teaches you how to: *prepare a succinct Go Forward plan *build a fortress balance sheet *grow your sales and profits *choose all-star servant leaders *empower your team For more than thirty years, Brenneman has seen these steps foster dramatic results in a variety of business environments. But he also came to realize that he could apply these same principles to improve his life and build a lasting moral legacy. He found he could make better decisions by carefully taking the most important facets of his life—faith, family, friendship, fitness, and finance—into consideration. Brenneman’s inspiring examples, from both his business and his life, demonstrate the astounding effects these steps can have when you apply them—right away and all at once.
Author: Lisa Braver Moss
Publisher: Simon and Schuster
Published: 2019-08-13
Total Pages: 285
ISBN-13: 1631526391
DOWNLOAD EBOOKIt's Berkeley in the 1960s, and all Martha Goldenthal wants is to do well at Berkeley High and plan for college. But her home life is a cauldron of kooky ideas, impossible demands, and explosive physical violence. Her father, Jules, is an iconoclast who hates academia and can’t control his fists. Her mother, Willa, has made a career of victimhood and expects Martha and her siblings, Hildy and Drew, to fend for themselves. Meanwhile, Jules’s classical record store, located directly across the street from the U.C. Berkeley campus, is ground zero for riots and tear gas. Martha perseveres with the help of her best friend, who offers laughter, advice about boys, and hospitality. But when Willa and Jules divorce and Jules loses his store and livelihood, Willa goes entirely off the rails. A heartless boarding school placement, eviction from the family home, and an unlikely custody case wind up putting Martha and Drew in Jules's care. Can Martha stand up to her father to do the one thing she knows she must—go to college? With its running "soundtrack" of classical recordings and rock music and its vivid scenes of Berkeley at its most turbulent, Shrug is the absorbing, harrowing, and ultimately uplifting story of one young woman’s journey toward independence.
Author: Performance Research Associates
Publisher: AMACOM Div American Mgmt Assn
Published: 2009-06-17
Total Pages: 382
ISBN-13: 0814414451
DOWNLOAD EBOOKToday’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.
Author: PERFORMANCE RESEARCH ASSOCIATES
Publisher: AMACOM Div American Mgmt Assn
Published: 2011-10-29
Total Pages: 266
ISBN-13: 0814417566
DOWNLOAD EBOOKWho 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.
