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An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor Corporativo: Performance Research Associates
Otros Autores: Bush, John (Ilustrador), Thomas, Ann, 1951- (Editor ), Applegate, Jill (Editor )
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : American Management Association, ©2012.
Colección:Knock your socks off.
Temas:
Customer services.
Service à la clientèle.
BUSINESS & ECONOMICS > Customer Relations.
Customer services
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • 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.

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