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  • 101 Activities for Delivering Knock Your Socks Off Service

    By Ann Thomas

    Our Price: $34.95
    • Format: Paperback
    • ISBN-13: 9780814414446
    • Publisher: Amacom
    • Published: June 2009
    Taking exceptional care of the customers who keep you in business has never been more important. And now the team behind the best-selling Knock Your Socks Off Service(R) series makes building outstanding customer service skills and attitudes both easy and fun with 101 Activities for Delivering Knock Your Socks Off Service. Inside you'll find role-plays, word games, brainstorming exercises, secret shopping trips, and more to help your team learn by doing and sharing. Most of the activities take 30 minutes or less--quick enough to liven up any brown-bag lunch seminar or routine staff meeting. While working and laughing with your team, you'll all get a chance to see things from the customer's perspective...and create an action plan for service improvement. In the process you'll quickly grasp core service principles and feel comfortable handling real-world service challenges such as: -Making only promises you can keep -Treating customers with empathy, not sympathy -Really listening to and learning from customer feedback -Knowing when it's all right and pays off to say "I'm sorry" -Calming obnoxious customers and coping with on-the-job stress Giving you the practical tools you need to wow your customers, these simple but powerful activities will help all front-line service professionals deliver consistently excellent results. Praise for The Original Delivering Knock Your Socks Off Service "Delivering Knock Your Socks Off Service is written in a witty, engaging style, and offers real tactics any service provider can use. Once you've read this book, pass it on to your employees." -- Entrepreneur "Leave it to crafty Ron Zemke to find a niche that still needs filling. Yes, management books on customer service are indeed a glut on the market, but what about a book for the poor front-line grunts who actually have to serve those customers Enter Delivering Knock Your Socks Off Service." -- Training "They attack the issue with missionary zeal and, instead of pronouncing the 'thou shalt' type of commandments, offer practical how-to-fix-it advice and render outstanding service tips."-- ALA Booklist Performance Research Associates, Inc., is a consulting firm specializing in creating a customer-driven culture. Carrying on the legacy of the late service legend Ron Zemke, PRA principals Ann Thomas and Jill Applegate are part of a team that has authored more than 40 books and thousands of articles, as well as developed numerous seminars and organizational assessment instruments. The firm works with companies of all sizes and sectors around the globe, and is headquartered in Minneapolis.
  • 101 Affirmations for Radical Self-Love

    By Ann Thomas

    Our Price: $19.95
    • Format: Paperback
    • ISBN-13: 9781460976302
    • Publisher: Createspace
    • Published: April 2011
    Is your life ALL that it could be? If not, then you could stand to love yourself more!When you don’t fully and completely love yourself, you attract undesirable circumstances into your life. You feel hollow inside. You may be struggling with your weight, relationships, career, or money. And regardless of your accomplishments, each time things don’t go “right,” you end up beating yourself up. You don’t intend to create the chaos or unhappiness that you feel. You may even try hard to get rid of it. But, the unhappiness in your life exists because deep in your core you don’t completely love yourself. 101 Affirmations for Radical Self-Love is about reprogramming you at your core. It’s a powerful step toward helping you connect with your divine essence and learn to unconditionally love and accept yourself without judgment. The more you love yourself, the better your life gets. Read this book to begin your journey to radical self-love, and watch your most magnificent life unfold!
  • No Man's Land: The Photography of Lynne Cohen

    By Lynne Cohen

    Our Price: $12.95
    • Format: Oversize Paperback
    • ISBN-13: 9780500542408
    • Publisher: Thames and Hudson
    • Published: October 2001
    "No Man's Land" is a surreal and terrifying place. It consists entirely of strange, often sinister interiors: spas that look like forensic laboratories; classrooms so clinical that they fill us with vague, unsettling fears: offices; target ranges: military installations.We need a good deal of persuading that environments as extraordinary as these actually exist in the real world. But they do, and for thirty years Lynne Cohen has been searching them out and recording them. No Man's Land brings together more than 100 of the most powerful of these images in both duotone and color from the 1970s up to the present day.No Man's Land includes a critique of Cohen's work by photographic curator Ann Thomas; an interview with the photographer: and a preface by Pierre Theberge and by William A Ewing, author of the best-selling The Body.
  • Pay Attention!: How to Listen, Respond, and Profit from Customer Feedback

    By Ann Thomas

    Our Price: $24.95
    • Format: Hardcover
    • ISBN-13: 9780470563557
    • Publisher: WILEY
    • Published: May 2010
    In today's fast-paced, tech-savvy world, people are sharing everything about their lives from what they ate to breakfast to the frustrating conversation they had with a customer service rep. That's right. Your customers are reviewing you, rating you, and ranting about you to their friends, peers, and the World Wide Web at large. And consumers are just as likely to air their grievances as they are to celebrate their experience. The choice is yours. In their book 'Pay Attention!' authors Ann Thomas and Jill Applegate will show you how to successfully navigate through customer feedback and to turn that feedback into a competitive edge.

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