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Customer Service Best Practices Ring-bound – January, 1998

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About the Author

Ron Zemke is one of the foremost leaders in America's ongoing customer service revolution. He is internationally recognized for his pioneering research and prolific writings on service quality, customer care and loyalty, and creating a customer-driven organizational culture. In addition to writing hundreds of articles, he is the author or co-author of 30 books, including Service America in the New Economy, e-Service, and Generations at Work. He also wrote or co-wrote all seven books in the best-selling Knock Your Socks Off Service series, and provided the revisions for the third edition of DELIVERING KNOCK YOUR SOCKS OFF SERVICE, (AMACOM).

Zemke is the founder and president of Performance Research Associates (PRA), a global consultant to Fortune 500 corporations, medium-size businesses, and non-profits on vital matters of customer service. PRA's roster of distinguished clients includes American Express Financial Advisors, GlaxoSmithKline, Harley-Davison, Microsoft, Motorola, PriceWaterhouseCoopers, Prudential Insurance, Turner Broadcasting System, Universal Studios Theme Parks, and Wachovia Bank & Trust. He is also senior editor of Training magazine, a syndicated columnist for the American City Business Journals, and acts as a host in five films about the service management process.

A highly sought keynote speaker, workshop leader, and guest expert, Zemke has won numerous awards for his contributions to the customer service profession and the training and development field. Named one of America's New Quality Gurus by Quality Digest magazine in 1995, he also holds a Mobius award from the Society of Consumer Affairs Professionals and the Thomas F. Gilbert Distinguished Professional Achievement Award from the International Society of Performance and Instruction.


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