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Delivering Knock Your Socks Off Service
ISBN: 9780814477779 | 0814477771
Format: PaperbackPublisher: Amacom Books
Pub. Date: 10/1/1991
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The best-selling front-line customer service book ever published is now better than ever! More than a decade after Delivering Knock Your Socks Off Service first showed how to provide blue-ribbon customer service, it's time to take your service strategy to the next level by applying the winning Knock Your Socks Off formula to the new demands of 21st-century business.
| Preface | p. v |
| Our Thanks | p. viii |
| The Fundamental Principles of Knock Your Socks Off Service | p. 1 |
| The Only Unbreakable Rule: To the Customer You Are the Company | p. 3 |
| Know What Knock Your Socks Off Service Is | p. 8 |
| Knock Your Socks Off Service Is: Reliable | p. 12 |
| Knock Your Socks Off Service Is: Responsive | p. 17 |
| Knock Your Socks Off Service Is: Reassuring | ... MORE |
| Knock Your Socks Off Service Is: Empathetic | p. 25 |
| Knock Your Socks Off Service Is: Tangibles | p. 29 |
| Customers Are Everywhere--Inside and Out | p. 33 |
| The Ten Deadly Sins of Customer Service | p. 37 |
| The Customer is Always ... The Customer | p. 41 |
| The How To's of Knock Your Socks Off Service | p. 47 |
| Honesty Is the Only Policy | p. 49 |
| All Rules Were Meant to Be Broken (Including This One) | p. 53 |
| Creating Trust in an Insecure, Suspicious World | p. 57 |
| Do the Right Thing ... Regardless | p. 61 |
| Listening Is a Skill--Use It | p. 65 |
| Ask Intelligent Questions | p. 70 |
| Winning Words and Soothing Phrases | p. 75 |
| Facts for Face to Face | p. 80 |
| Tips for Telephone Talk | p. 84 |
| Putting Pen to Paper | p. 93 |
| Putting Your Best E-Mail Foot Forward | p. 96 |
| Exceptional Service Is in the Details | p. 102 |
| Good Selling Is Good Service--Good Service Is Good Selling | p. 106 |
| Never Underestimate the Value of a Sincere Thank-You | p. 110 |
| The Problem-Solving Side of Knock Your Socks Off Service | p. 115 |
| Be a Fantastic Fixer | p. 117 |
| Use the Well-Placed "I'm Sorry" | p. 123 |
| The Axioms of Service Recovery | p. 127 |
| Service Recovery on the Internet | p. 133 |
| Fix the Person | p. 137 |
| Fair Fix the Problem | p. 142 |
| Customers From Hell Are Customers Too | p. 147 |
| The Customers From Hell Hall of Shame | p. 153 |
| Knock Your Socks Off Service Fitness: Taking Care of You | p. 159 |
| Master the Art of Calm | p. 161 |
| Keep It Professional | p. 165 |
| The Competence Principle: Always Be Learning | p. 169 |
| Party Hearty | p. 175 |
| Resources | p. 179 |
| About Performance Research Associates | p. 180 |
| About the Authors | p. 181 |
| Index | p. 182 |
| Table of Contents provided by Syndetics. All Rights Reserved. |
