عنوان

Delivering knock your socks off service /

0814417558 (alk. paper)

9780814417553 (alk. paper)

b415666

Delivering knock your socks off service /

[Book]

Performance Research Associates ; artwork by John Bush ; edited by Ann Thomas and Jill Applegate.

5th ed.

New York :

American Management Association,

c2012.

xiii, 226 p. :

ill. ;

23 cm.

"20th anniversary edition"--T.p.

Includes index.

Includes bibliographical references and index.

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 .

0

Customer services.

Applegate, Jill.

Thomas, Ann.

Performance Associates, Inc.

20140219112728.0

[Book]

Y