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.
Gespeichert in:
| Körperschaft: | |
|---|---|
| Weitere Verfasser: | , , |
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
New York :
American Management Association,
©2012.
|
| Schriftenreihe: | Knock your socks off.
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years. |
| Beschreibung: | Title from e-book t.pages (viewed Nov. 6, 2011). Includes index. |
| Beschreibung: | 1 online resource (xiii, 224 pages, 2 unnumbered pages) : illustrations |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 0814417566 9780814417560 |
Internformat
MARC
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| 245 | 0 | 0 | |a Delivering knock your socks off service / |c Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate. |
| 260 | |a New York : |b American Management Association, |c ©2012. | ||
| 300 | |a 1 online resource (xiii, 224 pages, 2 unnumbered pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a Knock your socks off | |
| 500 | |a Title from e-book t.pages (viewed Nov. 6, 2011). | ||
| 505 | 0 | |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. | |
| 505 | 0 | |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. | |
| 500 | |a Includes index. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 520 | |a An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years. | ||
| 650 | 0 | |a Customer services. |0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer services |2 fast | |
| 700 | 1 | |a Bush, John, |e illustrator. | |
| 700 | 1 | |a Thomas, Ann, |d 1951- |e editor. |1 https://id.oclc.org/worldcat/entity/E39PCjMxxm4R4Bfb7FWPqtkwhb |0 http://id.loc.gov/authorities/names/n2009000841 | |
| 700 | 1 | |a Applegate, Jill, |e editor. | |
| 710 | 2 | |a Performance Research Associates. |0 http://id.loc.gov/authorities/names/n2003091864 | |
| 776 | 0 | 8 | |i Print version: |t Delivering knock your socks off service. |b 20th anniversary ed. |d New York : American Management Association, ©2012 |z 9780814417553 |w (DLC) 2011014619 |w (OCoLC)711989049 |
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| adam_text | |
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| author2 | Bush, John Thomas, Ann, 1951- Applegate, Jill |
| author2_role | ill edt edt |
| author2_variant | j b jb a t at j a ja |
| author_GND | http://id.loc.gov/authorities/names/n2009000841 |
| author_corporate | Performance Research Associates |
| author_corporate_role | |
| author_facet | Bush, John Thomas, Ann, 1951- Applegate, Jill Performance Research Associates |
| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
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| contents | 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. 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. |
| ctrlnum | (OCoLC)759037188 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| id | ZDB-4-EBU-ocn759037188 |
| illustrated | Illustrated |
| indexdate | 2024-11-26T14:49:03Z |
| institution | BVB |
| institution_GND | http://id.loc.gov/authorities/names/n2003091864 |
| isbn | 0814417566 9780814417560 |
| language | English |
| oclc_num | 759037188 |
| open_access_boolean | |
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| publishDate | 2012 |
| publishDateSearch | 2012 |
| publishDateSort | 2012 |
| publisher | American Management Association, |
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| series | Knock your socks off. |
| series2 | Knock your socks off |
| spelling | Delivering knock your socks off service / Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate. New York : American Management Association, ©2012. 1 online resource (xiii, 224 pages, 2 unnumbered pages) : illustrations text txt rdacontent computer c rdamedia online resource cr rdacarrier Knock your socks off Title from e-book t.pages (viewed Nov. 6, 2011). 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. 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. Includes index. Includes bibliographical references and index. An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Customer services fast Bush, John, illustrator. Thomas, Ann, 1951- editor. https://id.oclc.org/worldcat/entity/E39PCjMxxm4R4Bfb7FWPqtkwhb http://id.loc.gov/authorities/names/n2009000841 Applegate, Jill, editor. Performance Research Associates. http://id.loc.gov/authorities/names/n2003091864 Print version: Delivering knock your socks off service. 20th anniversary ed. New York : American Management Association, ©2012 9780814417553 (DLC) 2011014619 (OCoLC)711989049 Knock your socks off. FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=392641 Volltext |
| spellingShingle | Delivering knock your socks off service / Knock your socks off. 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. 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. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Customer services fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85034965 |
| title | Delivering knock your socks off service / |
| title_auth | Delivering knock your socks off service / |
| title_exact_search | Delivering knock your socks off service / |
| title_full | Delivering knock your socks off service / Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate. |
| title_fullStr | Delivering knock your socks off service / Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate. |
| title_full_unstemmed | Delivering knock your socks off service / Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate. |
| title_short | Delivering knock your socks off service / |
| title_sort | delivering knock your socks off service |
| topic | Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Customer services fast |
| topic_facet | Customer services. Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. Customer services |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=392641 |
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