Cargando…
Delivering knock your socks off service /
An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years.
| Clasificación: | Libro Electrónico |
|---|---|
| Autor Corporativo: | |
| Otros Autores: | , , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
American Management Association,
©2012.
|
| Colección: | Knock your socks off.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
| LEADER | 00000cam a2200000Ia 4500 | ||
|---|---|---|---|
| 001 | OR_ocn759037188 | ||
| 003 | OCoLC | ||
| 005 | 20231017213018.0 | ||
| 006 | m o d | ||
| 007 | cr |n||||||||| | ||
| 008 | 111025s2012 nyua ob 001 0 eng d | ||
| 040 | |a YDXCP |b eng |e pn |c YDXCP |d N$T |d MNM |d EBLCP |d CDX |d E7B |d UMI |d TEFOD |d REDDC |d OCLCQ |d CUS |d HF9 |d OCLCF |d DEBSZ |d OCLCQ |d TEFOD |d OCLCQ |d AGLDB |d MERUC |d OCLCQ |d HCO |d NLE |d AU@ |d OCLCQ |d UKMGB |d STF |d DKC |d OCLCQ |d HS0 |d K6U |d OCLCO |d OCLCQ |d PSYSI |d OCLCQ |d OCLCO | ||
| 015 | |a GBB883287 |2 bnb | ||
| 016 | 7 | |a 018850793 |2 Uk | |
| 019 | |a 772190296 |a 1058633338 |a 1096236606 | ||
| 020 | |a 0814417566 |q (electronic bk.) | ||
| 020 | |a 9780814417560 |q (electronic bk.) | ||
| 020 | |z 9780814417553 | ||
| 029 | 1 | |a DEBBG |b BV042964276 | |
| 029 | 1 | |a DEBSZ |b 397142617 | |
| 029 | 1 | |a DEBSZ |b 423776037 | |
| 029 | 1 | |a GBVCP |b 803674058 | |
| 029 | 1 | |a NZ1 |b 14114917 | |
| 029 | 1 | |a UKMGB |b 018850793 | |
| 035 | |a (OCoLC)759037188 |z (OCoLC)772190296 |z (OCoLC)1058633338 |z (OCoLC)1096236606 | ||
| 037 | |a CL0500000120 |b Safari Books Online | ||
| 037 | |a 2A01142A-7D34-471A-BF25-D70F052A7104 |b OverDrive, Inc. |n http://www.overdrive.com | ||
| 050 | 4 | |a HF5415.5 |b .A53 2012eb | |
| 072 | 7 | |a BUS |x 018000 |2 bisacsh | |
| 082 | 0 | 4 | |a 658.8/12 |2 22 |
| 049 | |a UAMI | ||
| 245 | 0 | 0 | |a Delivering knock your socks off service / |c Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate. |
| 260 | |a New York : |b American Management Association, |c ©2012. | ||
| 300 | |a 1 online resource (xiii, 224 pages, 2 unnumbered 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 | ||
| 490 | 1 | |a Knock your socks off | |
| 500 | |a Title from e-book t.pages (viewed Nov. 6, 2011). | ||
| 505 | 0 | |a 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. | |
| 505 | 0 | |a 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. | |
| 500 | |a Includes index. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 520 | |a An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 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 Bush, John, |e illustrator. | |
| 700 | 1 | |a Thomas, Ann, |d 1951- |e editor. | |
| 700 | 1 | |a Applegate, Jill, |e editor. | |
| 710 | 2 | |a Performance Research Associates. | |
| 776 | 0 | 8 | |i Print version: |t Delivering knock your socks off service. |b 20th anniversary ed. |d New York : American Management Association, ©2012 |z 9780814417553 |w (DLC) 2011014619 |w (OCoLC)711989049 |
| 830 | 0 | |a Knock your socks off. | |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9780814417553/?ar |z Texto completo (Requiere registro previo con correo institucional) |
| 938 | |a Coutts Information Services |b COUT |n 19910011 | ||
| 938 | |a EBL - Ebook Library |b EBLB |n EBL782024 | ||
| 938 | |a ebrary |b EBRY |n ebr10502096 | ||
| 938 | |a EBSCOhost |b EBSC |n 392641 | ||
| 938 | |a YBP Library Services |b YANK |n 7133678 | ||
| 994 | |a 92 |b IZTAP | ||