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Delivering knock your socks off service

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Bibliographic Details
Corporate Authors: Performance Associates, Inc, ebrary, Inc
Format: Electronic eBook
Language:English
Published: New York : AMACOM, American Management Association, c2007.
Edition:4th ed.
Subjects:
Customer services.
Electronic books.
Online Access:An electronic book accessible through the World Wide Web; click to view
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Table of Contents:
  • 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: re-assuring
  • Knock your socks off service is: tangibles
  • Knock your socks off service is: empathetic
  • 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 forward
  • Serving customers around the globe
  • The generational divide
  • Delivering seamless 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
  • 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?"
  • Service recovery expectations
  • Service recovery and the Internet
  • Fix the person
  • Fair-fax the problem
  • Customers from hell are customers too
  • 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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