WorldCat Identities

Zemke, Ron

Overview
Works: 107 works in 423 publications in 6 languages and 37,336 library holdings
Genres: Case studies  Examinations 
Roles: Author, Editor, Other, Author of introduction
Classifications: HF5415.5, 658.812
Publication Timeline
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Most widely held works by Ron Zemke
Delivering knock your socks off service by Kristin Anderson( Book )

59 editions published between 1991 and 2012 in 5 languages and held by 1,899 WorldCat member libraries worldwide

Provides advice on how to supply exemplary customer service, discussing topics such as listening skills, telephone etiquette, problem solving, and professionalism
Generations at work : managing the clash of veterans, boomers, xers, and nexters in your workplace by Ron Zemke( Book )

27 editions published between 1999 and 2003 in English and Spanish and held by 1,477 WorldCat member libraries worldwide

Written by a team of distinguished cross-generational authors, this groundbreaking book supplies fresh, provocative insights & practical solutions for understanding differences, resolving conflicts & managing effectively in today's age-diverse workplace. For anyone struggling to manage people who just don't see work (or life) the same way, this book helps you understand the gulf that separates the generations & offers practical guidelines for building a harmonious workforce where people rally together for the organization, not against each other
Service America! : doing business in the new economy by Karl Albrecht( Book )

26 editions published between 1985 and 2007 in 3 languages and held by 1,423 WorldCat member libraries worldwide

This classic service primer shows how to make service quality an imperative in the organization and increase profits with customer loyalty
The service edge : 101 companies that profit from customer care by Ron Zemke( Book )

12 editions published between 1989 and 1990 in English and held by 1,008 WorldCat member libraries worldwide

Best practices in customer service by Ron Zemke( Book )

14 editions published between 1998 and 1999 in English and held by 855 WorldCat member libraries worldwide

"Best Practices in Customer Service is a one-stop resource that brings together the wisdom of dozens of customer service experts who explain and demonstrate how to implement the best practices available in customer service. With 35 chapters written by top customer service consultants and practitioners, it covers everything from the classic issues like customer retention and service recovery to contemporary concerns like providing customer service on the Internet." "Best Practices in Customer Service also contains valuable information and tools, including a directory of Web sites related to customer service topics, and other customer service information available online; customer service training exercises and materials that can be used for slides or overheads; a listing of magazines, journals, and newsletters that deal with customer service; and graphs documenting useful findings from the ICSA's Benchmarking Study that you can use to benchmark your company's performance and approach to customer service."--Jacket
Sustaining knock your socks off service by Thomas K Connellan( Book )

8 editions published between 1993 and 1999 in 4 languages and held by 586 WorldCat member libraries worldwide

Sustaining Knock Your Socks Off Service presents a conceptual framework for sustaining customer service initiatives. It provides powerful strategies and proven techniques for integrating quality into your everyday business practice. And it contains examples of the techniques at work so that managers will know what to do right after finishing each chapter. In an engaging and witty manner, experts Zemke and Connellan handle plenty of serious issues in their book. They examine the most frequent causes of service program burnout in detail and supply potent advice for handling them. You'll discover why "roller-coaster" performance develops, how to cure it, and how to prevent it; why most customer service training programs are doomed to never reach their full potential and what to do about it; how to shorten the learning curve for service-quality behavior; the role of positive expectations and reinforcement in affecting service quality; and how to make continuous improvement a permanent part of corporate culture
E-service : 24 ways to keep your customers when the competition is just a click away by Ron Zemke( Book )

10 editions published between 2000 and 2001 in English and German and held by 553 WorldCat member libraries worldwide

Publisher Fact Sheet
Service America in the new economy by Karl Albrecht( Book )

7 editions published between 2001 and 2002 in English and held by 544 WorldCat member libraries worldwide

In this world of technological commerce customer loyalty is waning. This guide, using innovative techniques and methodologies combined with real-life examples, provides insight into strategies to confront the "either do it bigger or do it better" imperative and the truth of what service means
Coaching knock your socks off service by Ron Zemke( Book )

13 editions published between 1996 and 2002 in 4 languages and held by 485 WorldCat member libraries worldwide

How to develop excellent service employees
Knock your socks off answers : solving customer nightmares & soothing nightmare customers by Kristin Anderson( Book )

9 editions published in 1995 in English and held by 481 WorldCat member libraries worldwide

Pat answers to peevish questions and provocative customer comments, smart answers to even tougher questions, questions with no easy answers, and customers say the darnedest things
Figuring things out : a trainer's guide to needs and task analysis by Ron Zemke( Book )

8 editions published between 1982 and 1987 in English and held by 430 WorldCat member libraries worldwide

Although this book is old (1982) it records processes to training needs and task analysis studies in organisations. The initial chapters approach performance problem analysis and look at the underlying philosophy of the book's authors that has led them to choose and use the tactics and techniques presented in this book. It doesn't specifically address workplace literacy training needs analysis but does record underlying premises used in such analysis
Stressless selling : a guide to success for men & women in sales by Frances Meritt Stern( Book )

4 editions published between 1981 and 1990 in English and held by 348 WorldCat member libraries worldwide

Tales of knock your socks off service : inspiring stories of outstanding customer service by Kristin Anderson( Book )

3 editions published between 1997 and 1998 in English and held by 325 WorldCat member libraries worldwide

Knock your socks off service recovery by Ron Zemke( Book )

7 editions published in 2000 in English and held by 324 WorldCat member libraries worldwide

"This handbook is your game plan for a fail-safe service recovery operation. With the frontline savvy and cheerful good humor that marks the entire Knock Your Socks Off Service series, customer service gurus Ron Zemke and Chip R. Bell shows you how to convince your boss that a good service recovery system more than pays for itself; set up policies, processes, and technologies for problem resolution; train service reps and other front-liners to deal successfully with real-time upset customers; analyze problems to stop them from happening again; turn mad-as-hell customers into your most loyal advocates; lead and sustain your organization's recovery efforts."--Jacket
Knock your socks off selling by Jeffrey H Gitomer( Book )

5 editions published in 1999 in English and Undetermined and held by 290 WorldCat member libraries worldwide

Service magic : the art of amazing your customers by Ron Zemke( Book )

6 editions published in 2003 in English and Undetermined and held by 277 WorldCat member libraries worldwide

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 hours of practice. This guide uses examples from diverse industries to reveal inventive approaches to customer service. Using new models for creating customer delight, this work shares a conjurer's trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted and charmed. Readers will learn about the magic building customer service strategies at play in industries such as hospitality (how Marriott, Ritz-Carlton Hotels, Hotel Monaco, Old Faithful Inn, and Radisson have performed service magic for retaining guests), financial services, health care, retail, and entertainment (Universal Studios, Disney World Resorts, All Outdoor White Water Rafting, and the St Paul Saints have all captured the hearts and souls of customers through the magic of service)
Generations at work : managing the clash of boomers, Gen Xers, and Gen Yers in the workplace by Ron Zemke( Book )

14 editions published between 2012 and 2013 in English and Undetermined and held by 273 WorldCat member libraries worldwide

If you're a manager navigating the multigenerational workplace, you know it is a growing challenge. With their micromanaged childhoods and tech addictions, Gen Yers require constant feedback. This frustrates the Me Generation that can't let go of the spotlight, and annoys Gen Xers, sandwiched between the two. The authors lay bare the causes of conflict, and offers practical guidelines for managing the differences
Knock your socks off prospecting : how to cold call, get qualified leads, and make more money by William Miller( Book )

9 editions published in 2005 in English and held by 219 WorldCat member libraries worldwide

"Filled with logical, easy-to-use tools, step-by-step skill-building exercises, real-life stories, and amusing anecdotes (along with John Bush's illustrations), this practical and entertaining book helps you improve your communications skills, identify prospects (real ones), and maximize the productivity of your prospecting time. You'll also get the most valuable collection of how-to cold-calling tips you've ever seen, and follow-up techniques guaranteed to win more sales."--Jacket
E-service : twenty-four ways to keep your customers when the competition is just a click away by Ron Zemke( Book )

5 editions published between 2000 and 2001 in English and Undetermined and held by 39 WorldCat member libraries worldwide

Sābisu rīdāshippu 8tsu no hōsoku : Horerareru sābisu wa manejā ga tsukuru by Chip R Bell( Book )

2 editions published in 1999 in Japanese and held by 1 WorldCat member library worldwide

 
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Audience level: 0.18 (from 0.02 for E-service ... to 0.97 for Sābisu ri ...)

Generations at work : managing the clash of veterans, boomers, xers, and nexters in your workplace
Alternative Names
Zemke, Ronald E. 1942-2004

젬키, 론 1942-2004

ゼンケ, R

ゼンケ, ロン

Languages
English (203)

German (13)

Spanish (12)

Japanese (6)

Chinese (1)

Korean (1)

Covers
Generations at work : managing the clash of veterans, boomers, xers, and nexters in your workplaceService America! : doing business in the new economyThe service edge : 101 companies that profit from customer careBest practices in customer serviceSustaining knock your socks off serviceE-service : 24 ways to keep your customers when the competition is just a click awayService America in the new economyCoaching knock your socks off service