Delivering knock your socks off service /

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Written in the same accessible and humorous style that made this book a classic, this title features brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor Corporativo: Performance Associates, Inc
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : AMACOM, ©2007.
Edición:4th 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: the assurance factor
  • Knock your socks off service is: empathetic
  • Knock your socks off service is: tangibles
  • 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 or fingers to keyboard
  • Putting your best e-mail foot forward
  • It's a small world: culturally sensitive service
  • The generational divide: serving age-diverse customers ; Delivering seamless socks off service. Coworkers as partners: communicating across functions
  • 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-fax 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
  • The competence principle: always be learning
  • Party hearty.

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