Delivering knock your socks off service
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| Corporate Authors: | , |
|---|---|
| 格式: | 電子 電子書 |
| 語言: | 英语 |
| 出版: |
New York :
AMACOM, American Management Association,
c2007.
|
| 版: | 4th ed. |
| 主題: | |
| 在線閱讀: | An electronic book accessible through the World Wide Web; click to view |
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書本目錄:
- 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.