| Description |
1 online resource (ix, 149 pages) : illustrations |
| Contents |
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 |
| Summary |
"Today's customer is smarter, more demanding, and more mobile than ever. But the third edition of Delivering Knock Your Socks Off Service - featuring the breezy, accessible style that's helped make this book a customer service classic - gives you all the strategies, techniques, and tips you'll need to satisfy and delight those online, telephone, and in-person customers, and keep them coming back."--Jacket |
| Bibliography |
Includes bibliographical references (pages 145-147) |
| Notes |
English |
|
Print version record |
| Subject |
Customer services.
|
|
BUSINESS & ECONOMICS -- Customer Relations.
|
|
Customer services
|
| Form |
Electronic book
|
| Author |
Zemke, Ron.
|
| LC no. |
97037663 |
| ISBN |
0585119511 |
|
9780585119519 |
|
9780814479704 |
|
0814479707 |
|
