| Description |
1 online resource (xiii, 224 pages, 2 unnumbered pages) : illustrations |
| Series |
Knock your socks off |
|
Knock your socks off.
|
| Note |
Title from e-book t.pages (viewed Nov. 6, 2011). |
| Contents |
The fundamental principles of knock your socks off service -- The how-to's of knock your socks off service -- Communicating knock your socks off service -- The problem-solving side of knock your socks off service -- Knock your socks off service fitness: taking care of you. |
|
pt. I. 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 of 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 -- pt. II. 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 -- Ask 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 -- pt. 3. Communicating know 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 -- pt. IV. The problem-solving side of knock your socks off service -- Be a fantastic fixer -- The axioms of service recovery -- Use the well-place "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 -- pt. V. 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. |
| Note |
Includes index. |
| Bibliography |
Includes bibliographical references and index. |
| Summary |
An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years. |
| Subject |
Customer services.
|
|
Service à la clientèle. |
|
Customer services |
| Added Author |
Bush, John, illustrator.
|
|
Thomas, Ann, 1951- editor.
|
|
Applegate, Jill, editor.
|
|
Performance Research Associates.
|
| Other Form: |
Print version: Delivering knock your socks off service. 20th anniversary ed. New York : American Management Association, ©2012 9780814417553 (DLC) 2011014619 (OCoLC)711989049 |
| ISBN |
0814417566 (electronic bk.) |
|
9780814417560 (electronic bk.) |
|
More Resources