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Today's customers want service that is faster, better, cheaper. But how can organizations ensure that they are prepared to meet that challenge? The perfect addition to best-selling author Ron Zemke's Knock Your Socks Off Service® book series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with practical tools to help meet their customers' needs. This set of powerful exercises teaches customer service managers and e...

Make customer feedback work for your business. Customers are speaking loud and clear through a miriad of mediums. Evidence shows that customers will no longer stand for the hurried and complacent service that has become the norm. They are looking for a positive, memorable experience. Organizations that provide that level of service will earn their loyalty. Customers base their decisions on nothing more than a positive or negative review of yo...