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Delivering knock your socks off service [[electronic resource] /] / Ron Zemke
| Delivering knock your socks off service [[electronic resource] /] / Ron Zemke |
| Autore | Zemke Ron |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | New York, : AMACOM |
| Descrizione fisica | 1 online resource (192 p.) |
| Disciplina | 658.812 |
| Collana | Performance research associates |
| Soggetto topico |
Customer services
Marketing |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-281-77035-3
9786611770358 0-8144-2689-1 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Preface; Our Thanks; 1 The Only Unbreakable Rule: To the Customer You Are the Company; 2 Know What Knock Your Socks Off Service Is; 3 Knock Your Socks Off Service Is: Reliable; 4 Knock Your Socks Off Service Is: Responsive; 5 Knock Your Socks Off Service Is: Reassuring; 6 Knock Your Socks Off Service Is: Empathetic; 7 Knock Your Socks Off Service Is: Tangibles; 8 Customers Are Everywhere-Inside and Out; 9 The Ten Deadly Sins of Customer Service; 10 The Customer is Always . . . The Customer; 11 Honesty Is the Only Policy; 12 All Rules Were Meant to Be Broken Including This One
13 Creating Trust in an Insecure, Suspicious World14 Do the Right Thing Regardless; 15 Listening Is a Skill Use It; 16 Ask Intelligent Questions; 17 Winning Words and Soothing Phrases; 18 Facts for Face to Face; 19 Tips for Telephone Talk; 20 Putting Pen to Paper; 21 Putting Your Best E Mail Foot Forward; 22 Exceptional Service Is in the Details; 23 Good Selling Is Good Service-Good Service Is Good Selling; 24 Never Underestimate the Value of a Sincere Thank You; 25 Be a Fantastic Fixer; 26 Use the Well Placed I'm Sorry; 27 The Axioms of Service Recovery 28 Service Recovery on the Internet29 Fix the Person; 30 Fair Fix the Problem; 31 Customers From Hell Are Customers Too; 32 The Customers From Hell Hall of Shame; 33 Master the Art of Calm; 34 Keep It Professional; 35 The Competence Principle: Always Be Learning; 36 Party Hearty; Resources; About Performance Research Associates; About the Authors; Index |
| Record Nr. | UNINA-9910455663603321 |
Zemke Ron
|
||
| New York, : AMACOM | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Delivering knock your socks off service [[electronic resource] /] / Ron Zemke
| Delivering knock your socks off service [[electronic resource] /] / Ron Zemke |
| Autore | Zemke Ron |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | New York, : AMACOM |
| Descrizione fisica | 1 online resource (192 p.) |
| Disciplina | 658.812 |
| Collana | Performance research associates |
| Soggetto topico |
Customer services
Marketing |
| ISBN |
1-281-77035-3
9786611770358 0-8144-2689-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Preface; Our Thanks; 1 The Only Unbreakable Rule: To the Customer You Are the Company; 2 Know What Knock Your Socks Off Service Is; 3 Knock Your Socks Off Service Is: Reliable; 4 Knock Your Socks Off Service Is: Responsive; 5 Knock Your Socks Off Service Is: Reassuring; 6 Knock Your Socks Off Service Is: Empathetic; 7 Knock Your Socks Off Service Is: Tangibles; 8 Customers Are Everywhere-Inside and Out; 9 The Ten Deadly Sins of Customer Service; 10 The Customer is Always . . . The Customer; 11 Honesty Is the Only Policy; 12 All Rules Were Meant to Be Broken Including This One
13 Creating Trust in an Insecure, Suspicious World14 Do the Right Thing Regardless; 15 Listening Is a Skill Use It; 16 Ask Intelligent Questions; 17 Winning Words and Soothing Phrases; 18 Facts for Face to Face; 19 Tips for Telephone Talk; 20 Putting Pen to Paper; 21 Putting Your Best E Mail Foot Forward; 22 Exceptional Service Is in the Details; 23 Good Selling Is Good Service-Good Service Is Good Selling; 24 Never Underestimate the Value of a Sincere Thank You; 25 Be a Fantastic Fixer; 26 Use the Well Placed I'm Sorry; 27 The Axioms of Service Recovery 28 Service Recovery on the Internet29 Fix the Person; 30 Fair Fix the Problem; 31 Customers From Hell Are Customers Too; 32 The Customers From Hell Hall of Shame; 33 Master the Art of Calm; 34 Keep It Professional; 35 The Competence Principle: Always Be Learning; 36 Party Hearty; Resources; About Performance Research Associates; About the Authors; Index |
| Record Nr. | UNINA-9910780185303321 |
|
Zemke Ron
|
||
| New York, : AMACOM | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Delivering knock your socks off service / / Ron Zemke
| Delivering knock your socks off service / / Ron Zemke |
| Autore | Zemke Ron |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | New York, : AMACOM |
| Descrizione fisica | 1 online resource (192 p.) |
| Disciplina | 658.812 |
| Collana | Performance research associates |
| Soggetto topico |
Customer services
Marketing |
| ISBN |
1-281-77035-3
9786611770358 0-8144-2689-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Preface; Our Thanks; 1 The Only Unbreakable Rule: To the Customer You Are the Company; 2 Know What Knock Your Socks Off Service Is; 3 Knock Your Socks Off Service Is: Reliable; 4 Knock Your Socks Off Service Is: Responsive; 5 Knock Your Socks Off Service Is: Reassuring; 6 Knock Your Socks Off Service Is: Empathetic; 7 Knock Your Socks Off Service Is: Tangibles; 8 Customers Are Everywhere-Inside and Out; 9 The Ten Deadly Sins of Customer Service; 10 The Customer is Always . . . The Customer; 11 Honesty Is the Only Policy; 12 All Rules Were Meant to Be Broken Including This One
13 Creating Trust in an Insecure, Suspicious World14 Do the Right Thing Regardless; 15 Listening Is a Skill Use It; 16 Ask Intelligent Questions; 17 Winning Words and Soothing Phrases; 18 Facts for Face to Face; 19 Tips for Telephone Talk; 20 Putting Pen to Paper; 21 Putting Your Best E Mail Foot Forward; 22 Exceptional Service Is in the Details; 23 Good Selling Is Good Service-Good Service Is Good Selling; 24 Never Underestimate the Value of a Sincere Thank You; 25 Be a Fantastic Fixer; 26 Use the Well Placed I'm Sorry; 27 The Axioms of Service Recovery 28 Service Recovery on the Internet29 Fix the Person; 30 Fair Fix the Problem; 31 Customers From Hell Are Customers Too; 32 The Customers From Hell Hall of Shame; 33 Master the Art of Calm; 34 Keep It Professional; 35 The Competence Principle: Always Be Learning; 36 Party Hearty; Resources; About Performance Research Associates; About the Authors; Index |
| Record Nr. | UNINA-9910822976403321 |
|
Zemke Ron
|
||
| New York, : AMACOM | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Generations at work [[electronic resource] ] : managing the clash of veterans, boomers, xers, and nexters in your workplace / / Ron Zemke, Claire Raines, Bob Filipczak
| Generations at work [[electronic resource] ] : managing the clash of veterans, boomers, xers, and nexters in your workplace / / Ron Zemke, Claire Raines, Bob Filipczak |
| Autore | Zemke Ron |
| Pubbl/distr/stampa | New York, : AMACOM, c2000 |
| Descrizione fisica | 1 online resource (288 p.) |
| Disciplina | 658.3/0084 |
| Altri autori (Persone) |
RainesClaire
FilipczakBob |
| Soggetto topico |
Diversity in the workplace - United States
Age groups - United States Conflict of generations - United States Supervision of employees |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-8144-2474-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Contents; Old Farts and Upstarts; The Veterans; The Baby Boomers; The Gen Xers: Absence and Malice; The Nexters: Chilling Out and Cheering Up; Where Mixed Generations Work Well Together; The Plight of Charlie Roth; Making the Cross-Generational Workplace Work; Afterword; Appendix A: Inventory; Appendix B: W E B R E S O U R C E S; Endnotes; Acknowledgments; Index; About the Authors |
| Record Nr. | UNINA-9910456348103321 |
|
Zemke Ron
|
||
| New York, : AMACOM, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Generations at work [[electronic resource] ] : managing the clash of veterans, boomers, xers, and nexters in your workplace / / Ron Zemke, Claire Raines, Bob Filipczak
| Generations at work [[electronic resource] ] : managing the clash of veterans, boomers, xers, and nexters in your workplace / / Ron Zemke, Claire Raines, Bob Filipczak |
| Autore | Zemke Ron |
| Pubbl/distr/stampa | New York, : AMACOM, c2000 |
| Descrizione fisica | 1 online resource (288 p.) |
| Disciplina | 658.3/0084 |
| Altri autori (Persone) |
RainesClaire
FilipczakBob |
| Soggetto topico |
Diversity in the workplace - United States
Age groups - United States Conflict of generations - United States Supervision of employees |
| ISBN | 0-8144-2474-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Contents; Old Farts and Upstarts; The Veterans; The Baby Boomers; The Gen Xers: Absence and Malice; The Nexters: Chilling Out and Cheering Up; Where Mixed Generations Work Well Together; The Plight of Charlie Roth; Making the Cross-Generational Workplace Work; Afterword; Appendix A: Inventory; Appendix B: W E B R E S O U R C E S; Endnotes; Acknowledgments; Index; About the Authors |
| Record Nr. | UNINA-9910778736503321 |
|
Zemke Ron
|
||
| New York, : AMACOM, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Generations at work : managing the clash of veterans, boomers, xers, and nexters in your workplace / / Ron Zemke, Claire Raines, Bob Filipczak
| Generations at work : managing the clash of veterans, boomers, xers, and nexters in your workplace / / Ron Zemke, Claire Raines, Bob Filipczak |
| Autore | Zemke Ron |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | New York, : AMACOM, c2000 |
| Descrizione fisica | 1 online resource (288 p.) |
| Disciplina | 658.3/0084 |
| Altri autori (Persone) |
RainesClaire
FilipczakBob |
| Soggetto topico |
Diversity in the workplace - United States
Age groups - United States Conflict of generations - United States Supervision of employees |
| ISBN | 0-8144-2474-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Contents; Old Farts and Upstarts; The Veterans; The Baby Boomers; The Gen Xers: Absence and Malice; The Nexters: Chilling Out and Cheering Up; Where Mixed Generations Work Well Together; The Plight of Charlie Roth; Making the Cross-Generational Workplace Work; Afterword; Appendix A: Inventory; Appendix B: W E B R E S O U R C E S; Endnotes; Acknowledgments; Index; About the Authors |
| Record Nr. | UNINA-9910812271003321 |
|
Zemke Ron
|
||
| New York, : AMACOM, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||