Delivering knock your socks off service /

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"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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Anderson, Kristin, 1962-
Otros Autores: Zemke, Ron
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : AMACOM, ©1998.
Edición:Rev. ed.
Temas:
Customer services.
Service à la clientèle.
BUSINESS & ECONOMICS > Customer Relations.
Customer services
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

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