Generations At Work 2nd

The newest edition of this seminal book on navigating the multigenerational workplace offers practical tips to help any leader bridge the generational gap--and create a healthy culture. “Through Managing Knock Your Socks off Service, authors Chip Bell and Ron Zemke have for years been teaching leaders how to create environments that not only satisfy the customer, but keep those customers coming back time and time again.” — Stew Leonard, Jr., CEO, Stew Leonard’s Dairy Stores “If you’re a business leader and you haven’t read this book, you likely won’t be a leader for long! I read the book (couldn’t really offer an opinion unless I did) and it’s a great read!” — Bryce Conrad, President and Chief Executive Officer/ Président et chef de la direction, Hydro Ottawa Holding, Inc. “A practical, comprehensive, fast-paced and wise book from two of the pioneering writers on service quality.” — Leonard Berry, Ph.D., bestselling author of Management Lessons from Mayo Clinic and Discovering the Soul of Service With so many shopping options, if today’s customers aren’t treated well they won’t stick around. But in Managing Knock Your Socks Off Service, authors Chip R. Bell and Ron Zemke draw on insights from top companies, including Zappos, Marriott, and Costco to show managers and leaders how to boost their bottom line by skillfully managing the design and delivery of great service. They’ll get the tools and techniques for creating a motivated service team, starting with the basics: hiring, training, and empowering high-potential employees—and building a bond of trust and respect with service staff. Featuring the witty cartoons of John Bush, this revamped third edition includes vital new information and proven techniques for: • Delivering service excellence in the online world • Learning from lost customers • Understanding customers’ expectations and perceptions • Building and maintain-ing a service vision and customer-centric delivery processes • And more This is a book no manager will want to miss. It will not only help train, empower, and support the service superstars on which fast-growing companies are built, but also provides solid guidance for creating an outstanding service experience that will transform satisfied customers into delighted, loyal advocates and evangelists for your organization. Chip R. Bell is a popular keynote speaker and the author of nineteen books, including Wired and Dangerous, and is the senior partner and founder of The Chip Bell Group, a consulting firm specializing in customer loyalty. His work has been featured in The Wall Street Journal, Fortune, Fast Company, and other major media. Ron Zemke was the founder of Performance Research Associates and a world-renowned leader of the service quality revolution. He was author or coauthor of thousands of articles and more than 40 books, including the best-selling Delivering Knock Your Socks Off Service. 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.