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Pay Attention!: How to Listen, Respond, and Profit from Customer Feedback (Ann Thomas and Jill Applegate) Your customers are talking about you. Are you listening? Whether they use social networks, online tools, or a myriad of other media, your customers are reviewing you, rating you, and ranting about you to friends, peers, and perfect strangers. Pay Attention! enables you to successfully navigate today's customer feedback landscape and turn that feedback into your competitive edge.

101 Activities for Delivering Knock Your Socks Off Service (Ann Thomas and Jill Applegate) Today's customers want service that is faster, better, cheaper. But how can organizations ensure that they are prepared to meet that challenge? The perfect addition to the best-selling "Knock Your Socks Off Service[registered]" book series, "101 Activities for Delivering Knock Your Socks Off Service" provides readers with practical tools to help meet their customers' needs. This set of powerful 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. This title is written in the same accessible and humorous style that made this series a classic. Divided into 30-45 minute activities, this invaluable guide will help all readers improve their service and wow their customers.

Generations At Work (Ron Zemke, Claire Raines and Bob Filipczak) Generations At Work Supplies insights and practical solutions for understanding differences, resolving conflicts, and managing effectively in today’s age-diverse workplace. The book is intended to help you bridge the gap, or more accurately, gaps between people of different ages who work at your company.

Delivering Knock Your Socks Off Service: Fourth Edition (by Performance Research Associates) The Fourth edition of this classic service primer is completely updated and includes new information on e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving and managing the "Customer from Hell" Delivering Knock Your Socks Off Service has sold more than 500,000 copies and continues to be required reading around the world for employees who have contact with customers.

Managing Knock your Socks Off Service: Second Edition (By Chip Bell and Ron Zemke) This book does for managers and supervisors what its predecessor, Delivering Knock Your Socks Off Service, does for frontline staff. Zemke and Bell show managers and supervisors how to make exemplary service "happen" and how they can lead the way in their organizations to make customer service a key differentiator.

Coaching Knock Your Socks Off Service (Ron Zemke and Kristin Anderson) Knock your socks off service doesn’t just happen. It requires coaching and feedback on an ongoing basis. With this book, supervisors and managers have a practical guide to the day-to-day challenges that arise in training superior customer service people.

Knock Your Socks Off Service Recovery (Ron Zemke and Chip Bell) Designed and written for supervisors and managers who are responsible for hiring, training, coaching and motivating customer contact employees who deal with upset, disappointed and unhappy customers. This book discusses how to help your employees help your customers and keep them coming back after problems occur – more loyal than ever.

Sustaining Knock Your Socks Off Service (By Tom Connellan and Ron Zemke) In the third book of the Knock Your Socks Off Service series, Zemke and Connellan describe the powerful strategies that companies need to know to hang onto the efforts they started in the "gold rush" toward service quality.

Knock Your Socks Off Selling (by Jeffrey Gitomer and Ron Zemke) In today’s world, customers choose slowly and carefully. They demand product customization at mass manufacture prices, and they want limitless opportunities to change their minds. Salespeople face a marketplace awash in products and services, where good first impressions and long-term relationships have never been so crucial. Knock your Socks Off Selling equips sales people with the knowledge, skills and personal resolve necessary for navigating these murky waters.

Knock Your Socks Off Prospecting (by William Miller and Ron Zemke)

Service Magic: The Art of Amazing Your Customers (by Ron Zemke & Chip Bell) Like stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice. Customer service wizards Ron Zemke and Chip Bell have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new book, Service Magic, the authors use examples from diverse industries to reveal inventive-and fun-approaches to customer service.

Service America in the New Economy: Second Edition (by Karl Albrecht & Ron Zemke)

E-Service: 24 Ways to Keep Your Customers When the Competition is Just a Click Away (Ron Zemke and Tom Connellan) Packed with ideas and solutions that readers can implement immediately, E-Services explains how to:" *Manage the customer’s psychological experience, * Capture the right buyers; * Recovery from mistakes, * Design websites that attract users rather than frustrate them, and more!