Franklin

Delivering Knock Your Socks off Service.

Other records:
Author/Creator:
Associates, Performance Research.
Publication:
Saranac Lake : Amacom, 2006.
Format/Description:
Book
1 online resource (207 pages)
Subjects:
Customer services.
Form/Genre:
Electronic books.
Contents:
Intro
Contents
Preface What You Do Is Critically Important
Our Thanks
I The Fundamental Principles of Knock Your Socks Off Service
1 The Only Unbreakable Rule: To the Customer, You Are the Company
2 Know What Knock Your Socks Off Service Is
3 Knock Your Socks Off Service Is: Reliable
4 Knock Your Socks Off Service Is: Responsive
5 Knock Your Socks Off Service Is: Reassuring: The Assurance Factor
6 Knock Your Socks Off Service Is: Empathetic
7 Knock Your Socks Off Service Is: Tangibles
8 The Customer Is Always . . . The Customer
II The How To's of Knock Your Socks Off Service
9 Honesty Is the Only Policy
10 All Rules Were Meant to Be Broken (Including This One)
11 Creating Trust in an Insecure, Suspicious World
12 Do the Right Thing . . . Regardless
13 Listening Is a Skill-Use It
14 Ask Intelligent Questions
15 Winning Words and Soothing Phrases
16 Facts for Face to Face
17 Tips for Telephone Talk
18 Putting Pen to Paper or Fingers to the Keyboard
19 Putting Your Best E-Mail Foot Forward
20 It's A Small World: Culturally Sensitive Service
21 The Generational Divide: Serving Age-Diverse Customers
III Delivering Seamless Socks Off Service
22 Coworkers as Partners: Communicating Across Functions
23 Exceptional Service Is in the Details
24 Good Selling Is Good Service-Good Service Is Good Selling
25 Never Underestimate the Value of a Sincere Thank-You
IV The Problem-Solving Side of Knock Your Socks Off Service
26 Be a Fantastic Fixer
27 Use the Well-Placed "I'm Sorry
28 The Axioms of Service Recovery
29 Service Recovery on the Internet
30 Fix the Person
31 Fair-Fix the Problem
32 Customers From Hell Are Customers, Too
33 The Customers From Hell Hall of Shame
V Knock Your Socks Off Service Fitness: Taking Care of You.
34 Master the Art of Calm
35 Keep It Professional
36 The Competence Principle: Always Be Learning
37 Party Hearty
Resources
Index
Performance Research Associates, Inc.
Notes:
Description based on publisher supplied metadata and other sources.
Local notes:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Other format:
Print version: Associates, Performance Research Delivering Knock Your Socks off Service
ISBN:
9780814430019
9780814473658
OCLC:
929146651
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