Delivering Knock Your Socks Off Service

AvPerformance Research Associates

Häftad, Engelska, 2018

194 kr

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Beskrivning

What is quality customer service, and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping business professionals deliver outstanding customer service that keeps customers coming back. In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don’t.For over two decades, this book has combined timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, Delivering Knock Your Socks Off Service provides you with:proven tips and strategies for exceeding customer needs and expectations,determining the right times to bend or break the rules,becoming fantastic fixers and powerful problem-solvers, using the RATER factors to wow your customers,understanding cultural and generational differences,and coping effectively with your most challenging customers. Delivering Knock Your Socks Off Service delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.

Produktinformation

Utgivningsdatum:2018-03-06
Mått:152 x 229 x 15 mm
Vikt:271 g
Format:Häftad
Språk:Engelska
Antal sidor:224
Upplaga:5
Förlag:HarperCollins Focus
Illustratör:John Bush
ISBN:9780814417553

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Mer om författaren

PERFORMANCE RESEARCH ASSOCIATES, INC., was founded in 1972 by the late Ron Zemke, author of nearly 40 books on service quality and organizational effectiveness.

Innehållsförteckning

Contents Foreword Our Thanks Preface Part One: The Fundamental Principles of Knock Your Socks Off Service 1 The Only Unbreakable Rule: To the Customer You Are the Company 2 Know What Knock Your Socks Off Service Is 3 Knock Your Socks Off Service Is: Reliable 4 Knock Your Socks Off Service Is: (Re)-Assuring 5 Knock Your Socks Off Service Is: Tangibles 6 Knock Your Socks Off Service Is: Empathetic 7 Knock Your Socks Off Service Is: Responsive 8 The Customer Is Always. . . The Customer Part Two: The How To’s of Knock Your Socks Off Service 9 Honesty Is the Only Policy 10 All Rules Were Meant to Be Broken (Including This One) 11 Creating Trust in an Insecure, Suspicious World 12 Taking Ownership of Your Service Encounters 13 Become a Listening Post 14 Asking Intelligent Questions 15 Winning Words and Soothing Phrases 16 Facts for Face-to-Face 17 Tips for Telephone Talk 18 It’s a Small World: Culturally Sensitive Service 19 The Generational Divide: Serving Age-Diverse Customers Part Three: Communicating Knock Your Socks Off Service 20 Co-Workers as Partners: Communicating Across Functions 21 Exceptional Service Is in the Details 22 Good Selling Is Good Service—Good Service Is Good Selling 23 Communicating with Customers in the Digital Age 24 Putting Your Best E-Mail Foot Forward 25 Responding Positively to Negative Feedback 26 Never Underestimate the Value of a Sincere Thank-You Part Four: The Problem-Solving Side of Knock Your Socks Off Service 27 Be a Fantastic Fixer 28 The Axioms of Service Recovery 29 Use the Well-Placed “I’m Sorry” 30 Fix the Person 31 Fair-Fix the Problem 32 Service Recovery in the Digital Age 33 Recovery: Social Media Style 34 Customers from Hell® Are Customers, Too 35 The Customers from Hell® Hall of Shame Part Five: Knock Your Socks Off Service Fitness: Taking Care of You 36 Master the Art of Calm 37 Keep It Professional 38 The Competence Principle: Always Be Learning 39 Party Hearty Activities Connections “The Knock Your Socks Off” Library Index About Performance Research Associates, Inc. About the Editors