Description |
1 online resource (xiii, 224 pages, 2 unnumbered pages) : illustrations |
Series |
Knock your socks off |
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Knock your socks off
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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 |
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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 |
Summary |
An all new, updated edition of the book that's been helping to knock customers' socks off for 20 years |
Notes |
Title from e-book t.pages (viewed Nov. 6, 2011) |
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Includes index |
Bibliography |
Includes bibliographical references and index |
Subject |
Customer services.
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BUSINESS & ECONOMICS -- Customer Relations.
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Customer services
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Form |
Electronic book
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Author |
Bush, John, illustrator
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Thomas, Ann, 1951- editor.
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Applegate, Jill, editor
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Performance Research Associates.
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ISBN |
0814417566 |
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9780814417560 |
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