Delivering Knock Your Socks off Service

ISBN-10: 081440765X

ISBN-13: 9780814407653

Edition: 3rd 2002 (Revised)

List price: $18.95
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Description: Front-line service workers and managers have appreciated the informal approach taken in this book which focuses on ways to provide outstanding customer service.

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Book details

List price: $18.95
Edition: 3rd
Copyright year: 2002
Publisher: Amacom
Publication date: 11/18/2002
Binding: Paperback
Pages: 176
Size: 6.00" wide x 9.25" long x 0.75" tall
Weight: 0.638
Language: English

Ron Zemke is senior editor of Training magazine and author or co-author of 23 books, including the bestselling Knock Your Socks Off Service series, Knock Your Socks Off Selling, and Service America! His work with organizations such as Ford Motor company, Microsoft, and Wendy's International bring him face-to-face with the pressures of the cross-generational workforce. He lives in Minneapolis.

Preface
Our Thanks
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: Reassuring
Knock Your Socks Off Service Is: Empathetic
Knock Your Socks Off Service Is: Tangibles
Customers Are Everywhere--Inside and Out
The Ten Deadly Sins of Customer Service
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
Putting Your Best E-Mail Foot Forward
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"
The Axioms of Service Recovery
Service Recovery on the Internet
Fix the Person
Fair Fix the Problem
Customers From Hell Are Customers Too
The 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
Resources
About Performance Research Associates
About the Authors
Index
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