Delivering knock your socks off service - Anderson, Kristin (AMACOM, 1998)
Includes bibliographical references (pages 145-147)
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: Reassuring -- - Knock Your Socks Off Service Is: Empathetic -- - Knock Your Socks Off Service Is: Tangibles -- - Customers Are Everywhere--Inside and Out -- - The Ten Deadly Sins of Customer Service -- - 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 -- - Putting Your Best E-Mail Foot Forward -- - 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" -- - The Axioms of Service Recovery -- - Service Recovery on the Internet -- - Fix the Person -- - Fair Fix the Problem -- - Customers From Hell Are Customers Too -- - The Customers From Hell Hall of Shame -- - Knock Your Socks Off Service Fitness: Taking Care of You -- - Master the Art of Calm -- - Keep It Professional