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Ron Zemke has written 28 work(s)

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Figuring Things Out: A Trainer's Guide to Task, Needs, and Organizational Analysis

Outlines a system for evaluating job performance, assessing training needs, improving employee motivation, and analyzing work organization

By Ron Zemke

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Hardcover:

9780201090987 | Perseus Books, May 1, 1982, cover price $47.50 | About this edition: Outlines a system for evaluating job performance, assessing training needs, improving employee motivation, and analyzing work organization

Computer Literacy Needs Assessment: A Trainer's Guide

By Ron Zemke

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Hardcover:

9780201091229, titled "Computer Literacy Needs Assessment: A Trainer's Guide" | Addison-Wesley, February 1, 1985, cover price $29.95

Service America!: Doing Business in the New Economy

Stresses the importance of service management, looks at examples of service failures and successes, and explains how to measure, evaluate, and improve quality and productivity

By Karl Albrecht and Ron Zemke

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Hardcover:

9780870946592 | Irwin Professional Pub, September 1, 1985, cover price $32.50 | About this edition: Stresses the importance of service management, looks at examples of service failures and successes, and explains how to measure, evaluate, and improve quality and productivity

Paperback:

9780446390927, titled "Service America: Doing Business in the New Economy" | Reprint edition (Grand Central Pub, March 1, 1995), cover price $13.99 | About this edition: Stresses the importance of service management, looks at examples of service failures and successes, and explains how to measure, evaluate, and improve quality and productivity

Working With Jerks

Product Description: Most of us have to work with jerks at one time or another. Zemke describes different kinds of jerks and tells how to get along with them, especially if the jerk is your boss.

By Ron Zemke

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Cassette/Spoken Word:

9780671658366 | Simon & Schuster Sound Ideas, March 1, 1988, cover price $12.00 | About this edition: Most of us have to work with jerks at one time or another.

Service Wisdom: Creating and Maintaining the Customer Service Edge

By Ron Zemke

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Hardcover:

9780943210087 | Lakewoods Pubns, June 1, 1989, cover price $19.95

Stressless Selling

Advises sales managers about how to promote competency, increase productivity, encourage cooperation, and deal effectively with prospective clients

By Frances Meritt Stern and Ron Zemke

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Paperback:

9780814477304 | Revised edition (Amacom Books, April 1, 1990), cover price $19.95 | About this edition: Advises sales managers about how to promote competency, increase productivity, encourage cooperation, and deal effectively with prospective clients

Service Edge: 101 Companies That Profit from Suctomer Care

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

By Dick Schaaf and Ron Zemke

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Hardcover:

9780453006477 | E P Dutton, June 1, 1990, cover price $19.95 | About this edition: 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

The Service Edge: 101 Companies That Profit from Customer Care

Product Description: 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.

By Dick Schaaf and Ron Zemke

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Paperback:

9780452264939 | Reissue edition (Plume, October 1, 1990), cover price $16.95 | About this edition: 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.

Taking Care of Business: One Hundred One Ways to Keep Your Customers Back

By Ron Zemke

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Paperback:

9780943210070 | Lakewoods Pubns, June 1, 1991, cover price $7.95

Taking Care of Business: One Hundred One Ways to Keep Your Customers Coming Back With Whining, Groveling, or Giving Away the Store

By Ron Zemke

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Hardcover:

9789992705988 | Lakewoods Pubns, June 1, 1991, cover price $10.95

Delivering Knock Your Socks Off Service

Outlines the skills and techniques of providing superior customer service.

By Kristin Anderson and Ron Zemke

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Paperback:

9780814407653 | 3rd edition (Amacom Books, October 1, 2002), cover price $18.95 | About this edition: Outlines the skills and techniques of providing superior customer service.

9780814479704 | Revised edition (Amacom Books, October 1, 1997), cover price $18.95 | About this edition: Outlines the skills and techniques of providing superior customer service

9780814477779 | Amacom Books, October 1, 1991, cover price $16.95 | About this edition: Outlines the skills and techniques of providing superior customer service

Managing Knock Your Socks Off Service

Product Description: Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of "Managing Knock Your Socks Off Service" provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space...read more

By Chip R. Bell and Ron Zemke

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Paperback:

9780814473689 | 2 edition (Amacom Books, May 15, 2007), cover price $17.95 | About this edition: Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts.

9780814477847 | Amacom Books, May 1, 1992, cover price $17.95 | About this edition: Outlines eight imperatives necessary for developing quality service and offers managers strategies for implementing them in their organization

Sustaining Knock Your Socks Off Service

Provides advice to companies which have implemented the principles of quality customer-oriented service about techniques for maintaining and improving their original high level of service

By Thomas K. Connellan and Ron Zemke

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Paperback:

9780814478240 | Amacom Books, July 1, 1993, cover price $17.95 | About this edition: Provides advice to companies which have implemented the principles of quality customer-oriented service about techniques for maintaining and improving their original high level of service

Service Recovery: Fixing Broken Customers

By Ron Zemke

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Hardcover:

9781563271502 | Productivity Pr, September 1, 1995, cover price $25.01

Paperback:

9781563270970 | Productivity Pr, March 1, 1996, cover price $12.95

From My Seat On The Bus

Product Description: Another best selling educational title from Sharon Scott.

By Ron Zemke

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Paperback:

9780943210506 | Human Resource Development Pr, January 1, 1996, cover price $15.95 | About this edition: Another best selling educational title from Sharon Scott.

The Computer Trainer's Personal Training Guide

Product Description: In this text, a team of experienced trainers offer advice to new and experienced trainers on teaching strategies for training learners in computer applications. The book offers experiences of working trainers, as well as advice on how to deal with the challenges faced everyday as a trainer...read more

By Bill Brandon, Paul Clothier, Shirley Copeland, Patty Crowell, Bernard Dodge, Peggy Maday, Elliott Masie, Gail Perry, Garry Slobodian, Carolyn Woodie, Ron Zemke and Susan Zemke

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Paperback:

9781575762531 | Que Pub, February 1, 1996, cover price $89.80 | About this edition: In this text, a team of experienced trainers offer advice to new and experienced trainers on teaching strategies for training learners in computer applications.

Coaching Knock Your Socks Off Service

Describes the basics of managing like a coach, and presents ideas for coaching in particular situations, including training and motivating new employees

By Kristin Anderson and Ron Zemke

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Paperback:

9780814479353 | Amacom Books, October 21, 1996, cover price $18.95 | About this edition: Describes the basics of managing like a coach, and presents ideas for coaching in particular situations, including training and motivating new employees

Knock Your Socks Off Answers: Solving Customer Nightmares & Soothing Nightmare Customers

Product Description: This humorous sequel to "Delivering Knock Your Socks Off Service" shows customer service providers how to deliver superior service under fire and field tough customer questions with ease. By dissecting actual customer service questions and challenges, the book enables service providers to deliver excellent service in any difficult customer situation...read more (view table of contents, read Amazon.com's description)

By Kristin Anderson and Ron Zemke

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Paperback:

9780814478844 | Amacom Books, September 18, 1995, cover price $17.95 | About this edition: This humorous sequel to "Delivering Knock Your Socks Off Service" shows customer service providers how to deliver superior service under fire and field tough customer questions with ease.

Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service

Product Description: The sixth book in the "Knock Your Socks Off Service" series tells tales (101 of them) of memorable customer service, customer service heroes, and service providers who have gone "Above and Beyond" for their customers. This delightful book shares shining examples of the "Daily Delights," the "Great Saves," and the "Random Acts of Service Kindness" that make customers remember -- and that bring them back to an organization again and again...read more (view table of contents, read Amazon.com's description)

By Kristin Anderson and Ron Zemke

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Paperback:

9780814479711 | Amacom Books, October 1, 1997, cover price $16.95 | About this edition: The sixth book in the "Knock Your Socks Off Service" series tells tales (101 of them) of memorable customer service, customer service heroes, and service providers who have gone "Above and Beyond" for their customers.

Best Practices For Customer Service

Product Description: This practical new resource book includes 38 carefully chosen articles, training tools, case studies and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes. With an emphasis on what, why, and especially how-to, the information in this book will help customer service managers, trainers, and frontline associates develop more effective policies and procedures...read more

By John Woods and Ron Zemke

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Hardcover:

9780874254433 | Human Resource Development Pr, January 1, 1998, cover price $89.95 | About this edition: This practical new resource book includes 38 carefully chosen articles, training tools, case studies and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes.

Best Practices in Customer Service

A collection of advice from customer service experts covers such topics as customer retention, service recovery, and providing customer service on the Internet (view table of contents)

By John A. Woods (editor) and Ron Zemke (editor)

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Paperback:

9780814470282 | Amacom Books, January 25, 1999, cover price $39.95 | About this edition: A collection of advice from customer service experts covers such topics as customer retention, service recovery, and providing customer service on the Internet

Knock Your Socks Off Selling

Describes the characteristics of a successful salesperson, and discusses cold calls, networking, top down sales, customer needs, closing, and problem solving (view table of contents)

By Jeffrey Gitomer and Ron Zemke

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Paperback:

9780814470305 | Amacom Books, June 1, 1999, cover price $17.95 | About this edition: Describes the characteristics of a successful salesperson, and discusses cold calls, networking, top down sales, customer needs, closing, and problem solving

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

Profiles the four distinct generations in the modern workplace and offers advice for managing effectively in an age-diverse workplace (view table of contents)

By Bob Filipczak, Claire Raines and Ron Zemke

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Hardcover:

9780814404805 | Amacom Books, October 11, 1999, cover price $27.00 | About this edition: Profiles the four distinct generations in the modern workplace and offers advice for managing effectively in an age-diverse workplace

Knock Your Socks Off Service Recovery

Product Description: 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...read more (view table of contents, read Amazon.com's description)

By Chip R. Bell and Ron Zemke

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Paperback:

9780814470848 | Amacom Books, May 26, 2000, cover price $17.95 | About this edition: Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted.

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

Product Description: This is a guide to building good service on the Web. It provides a blueprint of ready-to-implement ideas and solutions for how to provide great service in cyberspace. (view table of contents, read Amazon.com's description)

By Thomas K. Connellan and Ron Zemke

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Hardcover:

9780814406069 | Amacom Books, October 1, 2000, cover price $25.00 | About this edition: This is a guide to building good service on the Web.

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