Ditemukan 5 dokumen yang sesuai dengan query
Zemke, Ron
New York: Amacom, 2000
658.812 ZEM e
Buku Teks Universitas Indonesia Library
Zemke, Ron
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Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks ...
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New York: [American Management Association, ], 2000
e20438120
eBooks Universitas Indonesia Library
Zemke, Ron
"
"Walk through the tightly packed, hierarchically flattened corridors of America's businesses and what do you hear? Not the sounds of harmony. Instead, you'll probably hear the grumbles of irritation as people with wholly different ways of working, talking, and thinking have been tossed together side by side, cubicle by cubicle. It's the teeth-gritting sound of generations in collision ...
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New York: [American Management Association, ], 2000
e20438073
eBooks Universitas Indonesia Library
Zemke, Ron
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Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. Now, thanks to authors Kristin Anderson and Ron Zemke, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people. This newest Knock Your Socks Off book explains how to help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on. The authors present a model for successfully coaching ...
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New York: American Management Association, 1997
e20440859
eBooks Universitas Indonesia Library
Zemke, Ron
"
Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features that enable you to turn the Knock Your Socks Off Service advantage to a competitive advantage in ...
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New York: American Management Association, 2001
e20449919
eBooks Universitas Indonesia Library
