Product Description

A one-stop resource that brings together the wisdom of dozens of customer service experts who explain & demonstrate how to implement the best practices available in customer service. Paper. DLC: Customer services.

Product Details

• Amazon Sales Rank: #291210 in Books
• Published on: 1999-01-25
• Original language: English
• Number of items: 1
• Binding: Paperback
• 425 pages

Amazon.com Review
Since originating the popular Knock Your Socks Off Service books several years ago, consultant and trainer Ron Zemke has justifiably been regarded as an expert on the whys and hows of delivering top-drawer customer service. Now, teamed with quality-management specialist John A. Woods, he has combined 35 reflective yet pragmatic articles that clarify the connection between great customer service and superior organizational performance. Zemke first explains why such efforts are vital and then provides an assortment of cost-effective ways to implement a variety of service plans. He receives help from contributors such as Chip R. Bell on nurturing loyalty, Janelle M. Barlow and Dianna Maul on maintaining high standards during peak-demand periods, and Gary Connor on developing company-wide campaigns. This is a terrific resource for better understanding what consumers really want and how to create systems that will meet their demands. --Howard Rothman

About the Author

"RON ZEMKE (Minneapolis, MN) is president of Performance Research Associates and co-author of AMACOM's Knock Your Socks Off Service series.

JOHN A. WOODS (Madison, WI) is president of CWL Publishing Enterprises, a business book developer specializing in quality management."

Customer Reviews

Practical and Tactical
The role of customers is increasingly the focus of businesses. The primary goal of business today is to satisfy the expectations and needs of its customers. Only by sustained performance of meeting customers' needs can a company guarantee its long-term success. Profit, writes the author, is only a measure of how well a company has achieved its customer-satisfaction goal.

The question that is posed is "How do you consistently satisfy your customers?" Answer: By understanding and delivering what customers want, by treating customers with respect in all circumstances, by responding fully to problems that arise, and by continuing to meet customers' needs after they have made their purchases.

This book is a collection of essays collected to help readers learn how to:
· Better satisfy their customers by viewing the firm through their eyes
· All employees must understand the importance of customer service
· Handle disappointed customers such that they will return even after the negative experience.
· Fulfill the evolving needs of the customers after they make their purchase.

This book is designed to give the reader more than just the how-to part. These essays will also include the "why." Through case studies and expert insight, the reader should have a stronger understanding for what are best practices in customer service, and see why customer service is so critical to a company.

Best Practices
There are some really good articles in here. This is a compliation of articles and such about this subject. I do a lot of work in my consulting business with employee retention and creating customer loyalty...in other words the best customers tend to do business with the best employees and that customers don't do business with a company, they do business with an employee in the company. If that employee leaves, generally the customer does as well.
A concept lost on many businesses today.
There's a few good pieces on that subject in here. I enjoy reading what other's think about this.

customer first
Treat colleagues as customers ,then smile and be helpful and supportive ,caring,innovator, sociable good listener, creative patient .