Delivering knock your socks off service (AMACOM, 2007)
Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service
Includes bibliographical references (p. 194) and index
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: the assurance factor -- Knock your socks off service is: empathetic -- Knock your socks off service is: tangibles -- 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 foot forward -- It's a small world: culturally sensitive service -- The generational divide: serving age-diverse customers ; Delivering seamless socks off service. Coworkers 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" -- The axioms of service recovery -- Service recovery on the Internet -- Fix the person -- Fair-fax 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 -- The competence principle: always be learning -- Party hearty