Delivering knock your socks off service / Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate.

Format:

Book

Author/Creator:

Performance Associates, Inc., Corporate Author.

Contributor:

Performance Associates, Inc.

Language:

English

Subjects (All):

Customer services.

Customer relations.

Physical Description:

1 online resource (241 p.)

Edition:

20th anniversary ed.

Place of Publication:

New York : American Management Association, c2012.

Language Note:

English

System Details:

text file

Summary:

An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years.

Contents:

Contents; Foreword; Our Thanks; Preface; Part One: The Fundamental Principles of Knock Your Socks Off Service; 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: (Re)-Assuring; 5 Knock Your Socks Off Service Is: Tangibles; 6 Knock Your Socks Off Service Is: Empathetic; 7 Knock Your Socks Off Service Is: Responsive; 8 The Customer Is Always. . .: The Customer; Part Two: The How To's of Knock Your Socks Off Service; 9 Honesty Is the Only Policy

10 All Rules Were Meant to Be Broken: (Including This One)11 Creating Trust in an Insecure, Suspicious World; 12 Taking Ownership of Your Service Encounters; 13 Become a Listening Post; 14 Asking Intelligent Questions; 15 Winning Words and Soothing Phrases; 16 Facts for Face-to-Face; 17 Tips for Telephone Talk; 18 It's a Small World: Culturally Sensitive Service; 19 The Generational Divide: Serving Age-Diverse Customers; Part Three: Communicating Knock Your Socks Off Service; 20 Co-Workers as Partners: Communicating Across Functions; 21 Exceptional Service Is in the Details

22 Good Selling Is Good Service-Good Service Is Good Selling23 Communicating with Customers in the Digital Age; 24 Putting Your Best E-Mail Foot Forward; 25 Responding Positively to Negative Feedback; 26 Never Underestimate the Value of a Sincere Thank-You; Part Four: The Problem-Solving Side of Knock Your Socks Off Service; 27 Be a Fantastic Fixer; 28 The Axioms of Service Recovery; 29 Use the Well-Placed "I'm Sorry"; 30 Fix the Person; 31 Fair-Fix the Problem; 32 Service Recovery in the Digital Age; 33 Recovery: Social Media Style; 34 Customers from Hell[sup(®)] Are Customers, Too

35 The Customers from Hell[sup(®)] Hall of ShamePart Five: Knock Your Socks Off Service Fitness: Taking Care of You; 36 Master the Art of Calm; 37 Keep It Professional; 38 The Competence Principle: Always Be Learning; 39 Party Hearty; Activities Connections; "The Knock Your Socks Off" Library; Index; A; B; C; D; E; F; G; H; I; J; K; L; M; N; O; P; Q; R; S; T; U; V; W; Z; About Performance Research Associates, Inc.; About the Editors

Notes:

Includes index.

Includes bibliographical references and index.

ISBN:

9786613319616

9781283319614

1283319616

9780814417560

0814417566

OCLC:

759037188