Ron Zemke

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...

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. Surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers and are a source of continuing...