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Delivering Knock Your Socks Off Service
ISBN: 9780814407653 | 081440765X
Format: PaperbackPublisher: Amacom Books
Pub. Date: 10/1/2002
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"The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service, this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock Your Socks Offformula to the new demands of 21st-century business, the third edition features all-new chapters on Delivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories, real-world examples, and new illustrations by cartoonist John Bush. And as always, Delivering Knock Your Socks Off Servicereveals how to:* See things from the customer's point of view* Become a fantastic fixer and a powerful problem solver* Cope with ""customers from hell""* And avoid The 10 Deadly Sins of Customer ServiceToday's customer is smarter, more demanding, and more mobile than ever. Once again, Delivering Knock Your Socks Off Service delivers the strategies, techniques, and tips that will keep those customers coming back."
| Preface | v | ||||
| Our Thanks | viii | ||||
| Part One: The Fundamental Principles of Knock Your Socks Off Service | 1 | (46) | |||
| 3 | ... MORE(5) | |||
| 8 | (4) | |||
| 12 | (5) | |||
| 17 | (4) | |||
| 21 | (4) | |||
| 25 | (4) | |||
| 29 | (4) | |||
| 33 | (4) | |||
| 37 | (4) | |||
| 41 | (6) | |||
| Part Two: The How To's of Knock Your Socks Off Service | 47 | (68) | |||
| 49 | (4) | |||
| 53 | (4) | |||
| 57 | (4) | |||
| 61 | (4) | |||
| 65 | (5) | |||
| 70 | (5) | |||
| 75 | (5) | |||
| 80 | (4) | |||
| 84 | (9) | |||
| 93 | (3) | |||
| 96 | (6) | |||
| 102 | (4) | |||
| 106 | (4) | |||
| 110 | (5) | |||
| Part Three: The Problem-Solving Side of Knock Your Socks Off Service | 115 | (44) | |||
| 117 | (6) | |||
| 123 | (4) | |||
| 127 | (6) | |||
| 133 | (4) | |||
| 137 | (5) | |||
| 142 | (5) | |||
| 147 | (6) | |||
| 153 | (6) | |||
| Part Four: Knock Your Socks Off Service Fitness: Taking Care of You | 159 | (20) | |||
| 161 | (4) | |||
| 165 | (4) | |||
| 169 | (6) | |||
| 175 | (4) | |||
| Resources | 179 | (1) | |||
| About Performance Research Associates | 180 | (1) | |||
| About the Authors | 181 | (1) | |||
| Index | 182 |
