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"The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service, this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock... थप

Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis.<P><P> 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. <P> This newest Knock Yo... थप

In our age-diverse workplace of conflicting work ethics, dissimilar values, and idiosyncratic styles, this groundbreaking book supplies fresh, insightful strategies for understanding -- and overcoming -- generational differences.... थप

In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back--and those who don't soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with tod... थप

This all-new edition of the seminal book on navigating the multigenerational workplace takes a fresh look at a growing challenge, now exacerbated by the youngest employees. With their micromanaged childhoods and tech addictions, Gen Yers require constant feedback-frustrating for the Me Generation th... थप

Shortly after installing a new computer system designed to provide quick and accurate service, the president of Presto Cleaner received an angry letter from a customer whose laundry had been lost by the system. The case study looks at the questions: How much service does a company or store owe a cus... थप