Delivering knock your socks off service / Performance Research Associates.

Format:

Book

Author/Creator:

Performance Associates, Inc.

Language:

English

Subjects (All):

Customer services.

Physical Description:

viii, 199 p. : ill.

Edition:

4th ed.

Other Title:

Performance Research Associates' Delivering knock your socks off service.

Place of Publication:

New York : AMACOM, American Management Association, c2007.

Language Note:

English

Summary:

Written in the same accessible and humorous style that made this book a classic, this title features brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush.

Contents:

The fundamental principles of knock your socks off service

The only unbreakable rule: to the customer you are the company

Know what knock your socks off service is

Knock your socks off service is: reliable

Knock your socks off service is: responsive

Knock your socks off service is: re-assuring

Knock your socks off service is: tangibles

Knock your socks off service is: empathetic

The customer is always? the customer

The how to's of knock your socks off service

Honesty is the only policy

All rules were meant to be broken (including this one)

Creating trust in an insecure, suspicious world

Do the right thing? regardless

Listening is a skill ? use it

Ask intelligent questions

Winning words and soothing phrases

Facts for face-to-face

Tips for telephone talk

Putting pen to paper or fingers to keyboard

Putting your best e-mail forward

Serving customers around the globe

The generational divide

Delivering seamless socks off service

Co-workers as partners: communicating across functions

Exceptional service is in the details

Good selling is good service? Good service is good selling

Never underestimate the value of a sincere thank-you

The problem-solving side of knock your socks off service

Be a fantastic fixer

Use the well-placed "I'm sorry?"

Service recovery expectations

Service recovery and the Internet

Fix the person

Fair-fax the problem

Customers from hell are customers too

Customers from hell hall of shame

Knock your socks off service fitness: taking care of you

Master the art of calm

Keep it professional

The competence principle: always be learning

Party hearty.

Notes:

Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service.

Includes bibliographical references (p. 194) and index.

Digitized and made available by: Books24x7.com.

ISBN:

1-281-12858-9

9786611128586

0-8144-3001-5

OCLC:

929146651