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The authors present a model for successfully coaching anyone, anywhere, and they show you how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems.  You will learn the most important new skill? teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less.","brand":"WoB","offers":[{"title":"US \/ WELL_READ \/ SBYB","offer_id":49530706166033,"sku":"CIN0814479359A","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49603595403537,"sku":"GOR001882633","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ GOOD \/ INTERNAL","offer_id":49615954641169,"sku":"GOR004832904","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":49696714457361,"sku":"CIN0814479359G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50367375114513,"sku":"CIN0814479359VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52479365939473,"sku":"NLS9780814479353","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ NEW \/ INGRAM","offer_id":52740265640209,"sku":"NIN9780814479353","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0814479359.jpg?v=1751201708"},{"product_id":"knock-your-socks-off-service-recovery-book-ron-zemke-9780814470848","title":"Knock Your Socks Off Service Recovery","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.\"\" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building 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. Enlivened by John Bush's witty illustrations, the book explains: * The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back * The processes, policies, and technology a company must have to ensure an effective, real-time recovery system * The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.\"","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49568998883601,"sku":"GOR002724264","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":50369213858065,"sku":"CIN081447084XG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50369217265937,"sku":"CIN081447084XVG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ NEW \/ INGRAM","offer_id":51008275775761,"sku":"NIN9780814470848","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52432062447889,"sku":"NLS9780814470848","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/081447084X.jpg?v=1750979828"},{"product_id":"generations-at-work-book-ron-zemke-9780814432334","title":"Generations at Work","description":"Written for those struggling to manage a workforce with incompatible ethics, values, and working styles, this book looks at the root causes of professional conflict and offers practical guidelines for navigating multigenerational differences.  By exploring the most common causes of conflict--including the Me Generation’s frustration with Gen Yers’ constant desire for feedback and the challenges facing Gen Xers sandwiched between these polarities--Generations at Work offers practical, spot-on guidance for managing the differences with consideration to each generation’s unique needs.  Along with the authors’ insights for managing a workforce with different ways of working, communicating, and thinking, this invaluable resources offers:    in-depth interviews with members of each generation, tips on best practices from companies successfully bridging the generation gap, and a mentorship field guide to help you support the youngest members of your team.  Generations at Work has the tools that are key to helping your workforce interact more positively with one another and thrive in today’s wildly divergent workplace culture.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49585389633809,"sku":"GOR010602803","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ GOOD \/ SBYB","offer_id":49757969449233,"sku":"CIN0814432336G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":49949568467217,"sku":"CIN0814432336VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ NEW \/ INGRAM","offer_id":51008143556881,"sku":"NIN9780814432334","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52593463886097,"sku":"NLS9780814432334","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0814432336.jpg?v=1751396076"},{"product_id":"sustaining-knock-your-socks-off-service-book-ron-zemke-9780814478240","title":"Sustaining Knock Your Socks Off Service","description":"This title looks at how to maintain the first-class service which most customers crave, and shows how to sustain this service through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49598166761745,"sku":"GOR006323906","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":51818725146897,"sku":"CIN0814478247VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":52954755629329,"sku":"CIN0814478247G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ WELL_READ \/ SBYB","offer_id":52981274378513,"sku":"CIN0814478247A","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0814478247.gif?v=1751396104"},{"product_id":"best-practices-in-customer-service-book-ron-zemke-9780814470282","title":"Best Practices in Customer Service","description":"\"Why should my employees and I care about delivering great service? 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From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers: fully understand the connection between excellent customer service and organizational performance; deliver a higher level of customer service at a lower cost; and, develop a customer base that fuels growth and profitability\".","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49602197192977,"sku":"GOR004717358","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ GOOD \/ INTERNAL","offer_id":49631794561297,"sku":"GOR002822402","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50369180926225,"sku":"CIN0814470289VG","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0814470289.jpg?v=1750703473"},{"product_id":"e-service-book-ron-zemke-9780814406069","title":"E-service","description":"This is a guide to building good service on the Web. 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How do you motivate them to work together? \"Generations at Work\" is the first book to clearly outline each group's primary characteristics, and to explain the seminal events and cultural icons that shaped their attitudes and values. But it doesn't just provide an astute sociological portrait. The book also offers practical, sound solutions for avoiding (or remedying) the most common mistakes of managing in today's cross-generational workplace. Readers will find profiles of companies with effective strategies for smoothing generational conflict ...a true-to-life case study of a manager caught in the crossfire ...and 21 key questions and answers for solving cross-gen problems. For anyone struggling to manage a workforce with different ways of working, talking, and thinking, \"Generations at Work\" both explains the gulf that separates the generations and offers insightful solutions for creating workplace harmony.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49632047464721,"sku":"GOR004841404","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ GOOD \/ SBYB","offer_id":50368122683665,"sku":"CIN0814404804G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ LIKE_NEW \/ INTERNAL","offer_id":52696866390289,"sku":"GOR014582446","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":52994402353425,"sku":"CIN0814404804VG","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0814404804.jpg?v=1750946506"},{"product_id":"figuring-things-out-book-ron-zemke-9780201090987","title":"Figuring Things Out","description":"Figuring Things Out is for any human resources development specialist who wants to boost the achievement potential of employees and companies.. 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Youll find coverage of time studies, task listings, S-R tables, behavioral frequency counts, behavioral algorithms, focus group discussions, one-on-one interviews, consensus groups, the critical incident technique, fault tree analysis, and much more.In Section VI, youll learn about matching techniques with problems. Based on the successes and failures in the authors own experiences, this section presents factorspolitical, strategic, tactical, and technicalthat you will have to consider in deciding which technique is appropriate for which problem.Section VII tells you how to structure and deliver a presentation of results that will gain the support and confidence of senior management. 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