Based on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system--showing what it costs to lose customers and how little it can cost to win them back.

Outlines the skills and techniques of providing superior customer service.

The successful "Knock Your Socks Off" (KYSO) formula for wowing customers is back, adapted into a surefire strategy for winning sales by the illustrious consulting team of Gitomer and Zemke. The book will help salespeople succeed in today's complex and stiffly competitive sales environment.

How do you fix a broken customer? Spend an hour with Ron Zemke's Service Recovery and discover the steps to take after a product or service breakdown to satisfy your customer. Zemke's guidelines are easy to implement at all levels of a company. You'll learn the economic rationale for service recovery and the recovery guidelines for strategic advantage.

An expert in business turnaround shares his inspiring approach to problem-solving: “A fascinating read” (Mitt Romney). Visionary leader Greg Brenneman believes that true business success and personal fulfillment are two sides of the same coin. The techniques that will grow your business will also help you achieve a rich, purposeful, and integrated life. Here, Brenneman takes what he’s learned from turning around or tuning up many businesses—including Continental Airlines and Burger King—and distills it into a simple, clear, five-step roadmap that anyone can follow. He teaches you how to: *prepare a succinct Go Forward plan *build a fortress balance sheet *grow your sales and profits *choose all-star servant leaders *empower your team For more than thirty years, Brenneman has seen these steps foster dramatic results in a variety of business environments. But he also came to realize that he could apply these same principles to improve his life and build a lasting moral legacy. He found he could make better decisions by carefully taking the most important facets of his life—faith, family, friendship, fitness, and finance—into consideration. Brenneman’s inspiring examples, from both his business and his life, demonstrate the astounding effects these steps can have when you apply them—right away and all at once.

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

**THE INSTANT NEW YORK TIMES BESTSELLER** Kompromat n.—Russian for "compromising information" This is a story about the dirty secrets of the most powerful people in the world—including Donald Trump. It is based on exclusive interviews with dozens of high-level sources—intelligence officers in the CIA, FBI, and the KGB, thousands of pages of FBI investigations, police investigations, and news articles in English, Russian, and Ukrainian. American Kompromat shows that from Trump to Jeffrey Epstein, kompromat was used in operations far more sinister than the public could ever imagine. Among them, the book addresses what may be the single most important unanswered question of the entire Trump era: Is Donald Trump a Russian asset? The answer, American Kompromat says, is yes, and it supports that conclusion backs with the first richly detailed narrative on how the KGB allegedly first “spotted” Trump as a potential asset, how they cultivated him as an asset, arranged his first trip to Moscow, and pumped him full of KGB talking points that were published in three of America’s most prestigious newspapers. Among its many revelations, American Kompromat reports for the first time that: • According to Yuri Shvets, a former major in the KGB, Trump first did business over forty years ago with a Manhattan electronics store co-owned by a Soviet émigré who Shvets believes was working with the KGB. Trump’s decision to do business there triggered protocols through which the Soviet spy agency began efforts to cultivate Trump as an asset, thus launching a decades-long “relationship” of mutual benefit to Russia and Trump, from real estate to real power. • Trump’s invitation to Moscow in 1987 was billed as a preliminary scouting trip for a hotel, but according to Shvets, was actually initiated by a high-level KGB official, General Ivan Gromakov. These sorts of trips were usually arranged for ‘deep development,’ recruitment, or for a meeting with the KGB handlers, even if the potential asset was unaware of it. . • Before Trump’s first trip to Moscow, he met with Natalia Dubinina, who worked at the United Nations library in a vital position usually reserved as a cover for KGB operatives. And many more...

Inspiring stories from those who encountered life-changing blessings from seemingly unimportant events. "Why try?" we sometimes ask ourselves when faced with the uncertainties and hard work of recovery. But the answers are all around us, in the rich and spirited lives of those who have made the journey before us, each one a member of the joyful possibilities that await. These possibilities come alive in Gifts of Sobriety, a book that gives immediate meaning to the Big Book's promise: "We are going to know a new freedom and a new happiness." In this book, Gifts of Sobriety, those who have freed themselves of alcohol or drug addiction share the gifts that sobriety has given them. Their stories are, in turn, a gift--for those who have made the journey and for those who, just embarking, seek gladdening news of the good life to come

Today’s customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting customer needs • building reliability • customer feedback • keeping a stress log • and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results.

Who would’ve thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, Delivering Knock Your Socks Off Service has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: • Exceeding customer needs and expectations • Determining the right times to bend or break the rules • Becoming fantastic fixers and powerful problem-solvers • Using the RATER factors to wow your customers • Understanding cultural and generational differences • Becoming a listening post • Coping effectively with “customers from hell” With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.