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
| Corporate Author: | |
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| Other Authors: | , , |
| Format: | eBook |
| Language: | English |
| Published: |
New York
American Management Association
2012
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| Series: | Knock your socks off
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| Subjects: | |
| Online Access: | |
| Collection: | O'Reilly - Collection details see MPG.ReNa |
Table of Contents:
- Includes bibliographical references and index
- 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
- 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