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210123 ||| eng |
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|a 0814417566
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| 050 |
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4 |
|a HF5415.5
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| 100 |
1 |
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|a Bush, John
|e illustrator
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| 245 |
0 |
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|a Delivering knock your socks off service
|c Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate
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| 260 |
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|a New York
|b American Management Association
|c 2012
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| 300 |
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|a xiii, 224 pages, 2 unnumbered pages
|b illustrations
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| 505 |
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|a Includes bibliographical references and index
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|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
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|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
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| 653 |
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|a Service à la clientèle
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| 653 |
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|a Customer services / http://id.loc.gov/authorities/subjects/sh85034965
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| 653 |
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|a BUSINESS & ECONOMICS / Customer Relations / bisacsh
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| 653 |
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|a Customer services / fast
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| 700 |
1 |
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|a Thomas, Ann
|e editor
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| 700 |
1 |
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|a Applegate, Jill
|e editor
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| 710 |
2 |
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|a Performance Research Associates
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| 041 |
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7 |
|a eng
|2 ISO 639-2
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| 989 |
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|b OREILLY
|a O'Reilly
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| 490 |
0 |
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|a Knock your socks off
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| 500 |
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|a Title from e-book t.pages (viewed Nov. 6, 2011). - Includes index
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| 015 |
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|a GBB883287
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| 776 |
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|z 0814417566
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| 776 |
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|z 9780814417560
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| 776 |
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|z 9780814417553
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| 856 |
4 |
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|u https://learning.oreilly.com/library/view/~/9780814417553/?ar
|x Verlag
|3 Volltext
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| 082 |
0 |
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|a 658.812
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| 082 |
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|a 330
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| 082 |
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|a 658.8/12
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| 520 |
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|a An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years
|