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Delivering knock your socks off service /
"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 ti...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM,
©1998.
|
| Edición: | Rev. ed. |
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 100 | 1 | |a Anderson, Kristin, |d 1962- | |
| 245 | 1 | 0 | |a Delivering knock your socks off service / |c Kristin Anderson, Ron Zemke. |
| 250 | |a Rev. ed. | ||
| 260 | |a New York : |b AMACOM, |c ©1998. | ||
| 300 | |a 1 online resource (ix, 149 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 504 | |a Includes bibliographical references (pages 145-147). | ||
| 505 | 0 | 0 | |t The Fundamental Principles of Knock Your Socks Off Service -- |t The Only Unbreakable Rule: To the Customer You Are the Company -- |t Know What Knock Your Socks Off Service Is -- |t Knock Your Socks Off Service Is: Reliable -- |t Knock Your Socks Off Service Is: Responsive -- |t Knock Your Socks Off Service Is: Reassuring -- |t Knock Your Socks Off Service Is: Empathetic -- |t Knock Your Socks Off Service Is: Tangibles -- |t Customers Are Everywhere--Inside and Out -- |t The Ten Deadly Sins of Customer Service -- |t The Customer is Always ... The Customer -- |t The How To's of Knock Your Socks Off Service -- |t Honesty Is the Only Policy -- |t All Rules Were Meant to Be Broken (Including This One) -- |t Creating Trust in an Insecure, Suspicious World -- |t Do the Right Thing ... Regardless -- |t Listening Is a Skill--Use It -- |t Ask Intelligent Questions -- |t Winning Words and Soothing Phrases -- |t Facts for Face to Face -- |t Tips for Telephone Talk -- |t Putting Pen to Paper -- |t Putting Your Best E-Mail Foot Forward -- |t Exceptional Service Is in the Details -- |t Good Selling Is Good Service--Good Service Is Good Selling -- |t Never Underestimate the Value of a Sincere Thank-You -- |t The Problem-Solving Side of Knock Your Socks Off Service -- |t Be a Fantastic Fixer -- |t Use the Well-Placed "I'm Sorry" -- |t The Axioms of Service Recovery -- |t Service Recovery on the Internet -- |t Fix the Person -- |t Fair Fix the Problem -- |t Customers From Hell Are Customers Too -- |t The Customers From Hell Hall of Shame -- |t Knock Your Socks Off Service Fitness: Taking Care of You -- |t Master the Art of Calm -- |t Keep It Professional. |
| 588 | 0 | |a Print version record. | |
| 520 | 1 | |a "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 | |
| 546 | |a English. | ||
| 590 | |a eBooks on EBSCOhost |b EBSCO eBook Subscription Academic Collection - Worldwide | ||
| 650 | 0 | |a Customer services. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer services |2 fast | |
| 700 | 1 | |a Zemke, Ron. | |
| 776 | 0 | 8 | |i Print version: |a Anderson, Kristin. |t Delivering knock your socks off service. |b Rev. ed. |d New York : AMACOM, ©1998 |z 0814479707 |w (DLC) 97037663 |w (OCoLC)37518983 |
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