عنوان

Delivering knock your socks off service /

شابک

0814417558 (alk. paper)

شابک

9780814417553 (alk. paper)

شماره

b415666

عنوان اصلي

Delivering knock your socks off service /

نام عام مواد

[Book]

نام نخستين پديدآور

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

وضعيت ويراست

5th ed.

محل نشرو پخش و غیره

New York :

نام ناشر، پخش کننده و غيره

American Management Association,

تاریخ نشرو بخش و غیره

c2012.

نام خاص و کميت اثر

xiii, 226 p. :

ساير جزييات

ill. ;

ابعاد

23 cm.

متن يادداشت

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

متن يادداشت

Includes index.

متن يادداشت

Includes bibliographical references and index.

متن يادداشت

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 .

بدون عنوان

0

موضوع مستند نشده

Customer services.

شماره

ويراست

شماره رده

نشانه اثر

مستند نام اشخاص تاييد نشده

Applegate, Jill.

مستند نام اشخاص تاييد نشده

Thomas, Ann.

مستند نام تنالگان تاييد نشده

Performance Associates, Inc.

تاريخ عمليات

20140219112728.0

نام الکترونيکي

نوع ماده

[Book]

تكميل شده

Y