Service America was Dow-Jones Irwin's best selling book in history. As the definitive book on customer service--and the first major title in the field--it helped to define the category, spurring on dozens of imitators and creating an entirely new customer-service publishing category. Their seminal book became the blueprint that companies used to reform their service management stratgies. In the original, Karl Albrecht and Ron Zemke predicted that delivering customer service value would become more and more important in the years ahead. Althoug no one could have predicted the new digital world, Karl Albrecht makes a powerful argument for why customer service is even more important in the new economy. He contends that customer service has suffered a major setback in the new e-commerce marketplace: "Web-based businesses, so far, at least, have probably set back the state of the art in delivering customer value by at least ten years. Even the best of them have simply transformed their businesses into virtual vending machines. The mindless use of digital technology to depopulate the customer interface will turn out to be one of the biggest mistakes many compajies will ever make." As examples, Albrecht points to many industries and companies in which it seems virtuall impossible to get a human being on the phone (e.g. phone company, airlines etc.). Cusotmers are becoming tired of infereior levels of service (e.g. United Airlines customers), and Albrecht predicts that the problem will only get worse as e-commerce becomes more commonplace.

Service America in the New Economy

Business & Money

ALBRECHT, KARL

Zemke, Ron

Economics

McGraw=Hill

'Service America!' is a must read for executives, entrepreneurs, and management at all levels of every sort of business. Learn to make the most of the daily thousands of 'moments of truth, ' the critical contact points between your company and your customers.

Service America!: Doing Business in the New Economy

Management & Leadership

Grand Central Publishing

Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.

The Service Edge: 101 Companies That Profit from Customer Care

Schaap, Dick

Processes & Infrastructure

Plume

Outlines how businesses can build a service ethos into their corporate culture, detailing how America's top service companies create, manage, and maintain their edge

Dutton Adult

Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.

Random House Value Publishing

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 many hours of practice. Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new book, Service Magic, the authors use examples from diverse industries to reveal inventive-and fun-approaches to customer service. Using new models for creating customer delight, they share a conjurer's trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted, charmed, and wanting to come back for more. 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, Berns Steak House, and Radisson have performed service magic for retaining guests, especially during a downturn in the travel and leisure market. • Financial services-How do USAA and American Express keep their customers happy when so many financial services companies are churning accounts faster than the Fed can drop interest rates? • Health care-See how some of the biggest health care providers, including Mayo, Aurora Health, Children's Memorial Hospital of Chicago, Grace Presbyterian Village, and Wayzata Dental, have created caring, nurturing, and helpful environments for patients and families. • Retail-Byerly's, SuperQuinn, Mary Jane's Farm, Macaroni Grill, Victoria's Secret, and Sewell Village Cadillac are vastly different retailers. Nevertheless, they share some common approaches to service and customer care. • 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.

Service Magic: The Art of Amazing Your Customers

Bell, Chip

Kaplan Publishing

Profiles the four distinct generations in the modern workplace and offers advice for managing effectively in an age-diverse workplace

Generations at Work: Managing the Clash of Veterans, Boomers, Xers, and Nexters in Your Workplace

Raines, Claire

Filipczak, Bob

Amacom Books

63% of online shopping carts are abandoned before checkout...50% of Web shoppers give a site only one chance...ThatOs why 100% of companies doing e- business need this book! 
The Web has made the concept of "competitive edge" into a virtual anachronism. Location means little, and vendors can routinely beat each other's prices and offerings at a moment's notice. So how can an e-business differentiate itself? How can it stop fickle surfers in their tracks and turn them into loyal buyers? 
The answer is service, tailored uniquely to the Web. And no one knows more about that crucial subject than service guru Ron Zemke and Tom Connellan, who shared in bringing the world "Knock Your Socks Off Service." Together, they have created a detailed blueprint for companies who want to cash in long-term on the exploding Web market. 
Packed with ideas and solutions that readers can implement immediately, E- SERVICE explains how to: * Manage the customer's psychological experience to strengthen brand image in the marketplace * Capture the right buyers--the ones who provide true profit--and earn their iron-clad trust * Recover from mistakes, using methods that not only retain at-risk customers but turn them into your best publicists * Design home pages, order forms, and other visual elements that attract users rather than frustrate them; and more!

E-Service: 24 Ways to Keep Your Customers-When the Competition Is Just a Click Away

Connellan, Thomas K.

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 Your Socks Off formula to the new demands of 21st-century business, the third edition features all-new chapters on Delivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories, real-world examples, and new illustrations by cartoonist John Bush. And as always, Delivering Knock Your Socks Off Service reveals how to: 
* See things from the customer's point of view * Become a fantastic fixer and a powerful problem solver * Cope with "customers from hell" * And avoid The 10 Deadly Sins of Customer Service 
Today's customer is smarter, more demanding, and more mobile than ever. Once again, Delivering Knock Your Socks Off Service delivers the strategies, techniques, and tips that will keep those customers coming back.

Delivering Knock Your Socks Off Service

You may have your industry’s most prolific product or service in the marketplace, but your customers’ loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are you training, coaching, and supporting your company’s frontline employees?The invaluable, must-have Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations, and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • Recognize and reward good performance Fully updated with new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online, this indispensable resource provides absolutely everything managers need to ensure their frontline employees become their company's biggest asset.

Managing Knock Your Socks Off Service

AMACOM

See the best price to sell, buy, or rent books by Zemke, Ron. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Zemke, Ron

See the best price to sell, buy, or rent books by Zemke, Ron. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Service America in the New Economy

Service America!: Doing Business in the New Economy

The Service Edge: 101 Companies That Profit from Customer Care

The Service Edge: 101 Companies That Profit from Customer Care

The Service Edge: 101 Companies That Profit from Customer Care

Service Magic: The Art of Amazing Your Customers

Generations at Work: Managing the Clash of Veterans, Boomers, Xers, and Nexters in Your Workplace

E-Service: 24 Ways to Keep Your Customers-When the Competition Is Just a Click Away

Delivering Knock Your Socks Off Service

Managing Knock Your Socks Off Service