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Delivering Knock Your Socks off Service

ISBN-10: 0814417558
ISBN-13: 9780814417553
Edition: 5th 2011
List price: $27.95 Buy it from $11.41
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Book details

List price: $27.95
Edition: 5th
Copyright year: 2011
Publisher: Amacom
Publication date: 11/8/2011
Binding: Paperback
Pages: 224
Size: 6.00" wide x 9.00" long x 0.75" tall
Weight: 1.056
Language: English

Foreword
Our Thanks
Preface
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: (Re)-Assuring
Knock Your Socks Off Service Is: Tangibles
Knock Your Socks Off Service Is: Empathetic
Knock Your Socks Off Service Is: Responsive
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
Taking Ownership of Your Service Encounters
Become a Listening Post
Asking Intelligent Questions
Winning Words and Soothing Phrases
Facts for Face-to-Face
Tips for Telephone Talk
It's a Small World: Culturally Sensitive Service
The Generational Divide: Serving Age-Diverse Customers
Communicating Knock Your 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
Communicating with Customers in the Digital Age
Putting Your Best E-Mail Foot Forward
Responding Positively to Negative Feedback
Never Underestimate the Value of a Sincere Thank-You
The Problem-Solving Side of Knock Your Socks Off Service
Be a Fantastic Fixer
The Axioms of Service Recovery
Use the Well-Placed "I'm Sorry"
Fix the Person
Fair-Fix the Problem
Service Recovery in the Digital Age
Recovery: Social Media Style
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 Activities Connections "The Knock Your Socks Off" Library
Index
About Performance Research Associates, Inc.
About the Editors

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