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Foreword | |
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Our Thanks | |
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Preface | |
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The Fundamental Principles of Knock Your Socks Off Service | |
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The Only Unbreakable Rule: To the Customer You Are the Company | |
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Know What Knock Your Socks Off Service Is | |
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Knock Your Socks Off Service Is: Reliable | |
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Knock Your Socks Off Service Is: (Re)-Assuring | |
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Knock Your Socks Off Service Is: Tangibles | |
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Knock Your Socks Off Service Is: Empathetic | |
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Knock Your Socks Off Service Is: Responsive | |
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The Customer Is Always. . The Customer | |
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The How To's of Knock Your Socks Off Service | |
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Honesty Is the Only Policy | |
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All Rules Were Meant to Be Broken (Including This One) | |
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Creating Trust in an Insecure, Suspicious World | |
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Taking Ownership of Your Service Encounters | |
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Become a Listening Post | |
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Asking Intelligent Questions | |
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Winning Words and Soothing Phrases | |
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Facts for Face-to-Face | |
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Tips for Telephone Talk | |
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It's a Small World: Culturally Sensitive Service | |
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The Generational Divide: Serving Age-Diverse Customers | |
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Communicating Knock Your Socks Off Service | |
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Co-Workers as Partners: Communicating Across Functions | |
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Exceptional Service Is in the Details | |
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Good Selling Is Good Service Good Service Is Good Selling | |
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Communicating with Customers in the Digital Age | |
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Putting Your Best E-Mail Foot Forward | |
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Responding Positively to Negative Feedback | |
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Never Underestimate the Value of a Sincere Thank-You | |
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The Problem-Solving Side of Knock Your Socks Off Service | |
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Be a Fantastic Fixer | |
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The Axioms of Service Recovery | |
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Use the Well-Placed "I'm Sorry" | |
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Fix the Person | |
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Fair-Fix the Problem | |
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Service Recovery in the Digital Age | |
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Recovery: Social Media Style | |
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Customers from Hell� Are Customers, Too | |
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The Customers from Hell� Hall of Shame | |
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Knock Your Socks Off Service Fitness: Taking Care of You | |
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Master the Art of Calm | |
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Keep It Professional | |
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The Competence Principle: Always Be Learning | |
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Party Hearty Activities Connections "The Knock Your Socks Off" Library | |
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Index | |
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About Performance Research Associates, Inc. | |
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About the Editors | |