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Delivering Knock Your Socks Off Service
ISBN: 9780814473658 | 0814473652
Edition: 4thFormat: Paperback
Publisher: Amacom Books
Pub. Date: 10/20/2006
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With so many choices available to them, today's customers are smarter and more demanding than ever before, putting repeat business at risk. In order to keep them coming back, you can't just give them good, or even great, customer service...you have to knock their socks off!Completely updated with all new techniques that will help you successfully work with even the most difficult customers, Delivering Knock Your Socks Off Serviceprovides proven tips and strategies for:* meeting customers' expectations and satisfying their needs * becoming easie... MORE
| Preface | v | ||||
| Our Thanks | viii | ||||
| Part One: The Fundamental Principles of Knock Your Socks Off Service | 1 | (40) | |||
| 3 | ... MORE(5) | |||
| 8 | (4) | |||
| 12 | (5) | |||
| 17 | (4) | |||
| 21 | (5) | |||
| 26 | (5) | |||
| 31 | (4) | |||
| 35 | (6) | |||
| Part Two: The How To's of Knock Your Socks Off Service | 41 | (68) | |||
| 43 | (4) | |||
| 47 | (4) | |||
| 51 | (4) | |||
| 55 | (4) | |||
| 59 | (5) | |||
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| 74 | (4) | |||
| 78 | (9) | |||
| 87 | (4) | |||
| 91 | (6) | |||
| 97 | (6) | |||
| 103 | (6) | |||
| Part Three: Delivering Seamless Socks Off Service | 109 | (20) | |||
| 111 | (5) | |||
| 116 | (4) | |||
| 120 | (5) | |||
| 125 | (4) | |||
| Part Four: The Problem-Solving Side of Knock Your Socks Off Service | 129 | (46) | |||
| 131 | (6) | |||
| 137 | (4) | |||
| 141 | (7) | |||
| 148 | (5) | |||
| 153 | (5) | |||
| 158 | (5) | |||
| 163 | (6) | |||
| 169 | (6) | |||
| Part Five: Knock Your Socks Off Service Fitness: Taking Care of You | 175 | (19) | |||
| 177 | (4) | |||
| 181 | (4) | |||
| 185 | (5) | |||
| 190 | (4) | |||
| Resources | 194 | (1) | |||
| Index | 195 | (4) | |||
| About Performance Research Associates | 199 |
Performance Research Associates, Inc., was founded in 1972 by the late Ron Zemke, author of nearly 40 books on service quality and organizational effectiveness. The firm consults with large and medium-sized corporations and non-profits. It is located in Minneapolis, Minnesota.
