Delivering Knock Your Socks off Service

Name: Delivering Knock Your Socks off Service
Price: 2.77 USD
Availability: InStock
ISBN: 9780814407653

ISBN-10: 081440765X

ISBN-13: 9780814407653

Edition: 3rd 2002 (Revised)

Authors: Kristin Anderson, Ron Zemke

List price: $18.95

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

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