Delivering knock your socks off service / Ron Zemke.

Format:

Book

Author/Creator:

Zemke, Ron.

Series:

Performance research associates.

Performance research associates

Language:

English

Subjects (All):

Customer services.

Marketing.

Physical Description:

1 online resource (192 p.)

Edition:

3rd ed.

Place of Publication:

New York : AMACOM ; London : McGraw-Hill, 2003.

Language Note:

English

Summary:

The game may have changed, but one rule is constant: A company is only as good as the service it gives.

Contents:

Contents; Preface; Our Thanks; 1 The Only Unbreakable Rule: To the Customer You Are the Company; 2 Know What Knock Your Socks Off Service Is; 3 Knock Your Socks Off Service Is: Reliable; 4 Knock Your Socks Off Service Is: Responsive; 5 Knock Your Socks Off Service Is: Reassuring; 6 Knock Your Socks Off Service Is: Empathetic; 7 Knock Your Socks Off Service Is: Tangibles; 8 Customers Are Everywhere-Inside and Out; 9 The Ten Deadly Sins of Customer Service; 10 The Customer is Always . . . The Customer; 11 Honesty Is the Only Policy; 12 All Rules Were Meant to Be Broken Including This One

13 Creating Trust in an Insecure, Suspicious World14 Do the Right Thing Regardless; 15 Listening Is a Skill Use It; 16 Ask Intelligent Questions; 17 Winning Words and Soothing Phrases; 18 Facts for Face to Face; 19 Tips for Telephone Talk; 20 Putting Pen to Paper; 21 Putting Your Best E Mail Foot Forward; 22 Exceptional Service Is in the Details; 23 Good Selling Is Good Service-Good Service Is Good Selling; 24 Never Underestimate the Value of a Sincere Thank You; 25 Be a Fantastic Fixer; 26 Use the Well Placed I'm Sorry; 27 The Axioms of Service Recovery

28 Service Recovery on the Internet29 Fix the Person; 30 Fair Fix the Problem; 31 Customers From Hell Are Customers Too; 32 The Customers From Hell Hall of Shame; 33 Master the Art of Calm; 34 Keep It Professional; 35 The Competence Principle: Always Be Learning; 36 Party Hearty; Resources; About Performance Research Associates; About the Authors; Index

Notes:

Rev. ed. of: Delivering knock your socks off service / Kristin Anderson, Ron Zemke, 1998.

ISBN:

1-281-77035-3

9786611770358

0-8144-2689-1

OCLC:

475936126