Delivering knock your socks off service / Performance Research Associates.
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Year of Publication: | 2007 |
Edition: | 4th ed. |
Language: | English |
Online Access: | |
Physical Description: | viii, 199 p. :; ill. |
Notes: | Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service. |
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110 | 2 | |a Performance Associates, Inc. | |
245 | 1 | 0 | |a Delivering knock your socks off service |h [electronic resource] / |c Performance Research Associates. |
250 | |a 4th ed. | ||
260 | |a New York : |b AMACOM, American Management Association, |c c2007. | ||
300 | |a viii, 199 p. : |b ill. | ||
500 | |a Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service. | ||
504 | |a Includes bibliographical references (p. 194) and index. | ||
505 | 0 | |a 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 off service is: responsive -- Knock your socks off service is: re-assuring -- Knock your socks off service is: tangibles -- Knock your socks off service is: empathetic -- The customer is always? the customer -- 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 -- Do the right thing? regardless -- Listening is a skill ? use it -- Ask intelligent questions -- Winning words and soothing phrases -- Facts for face-to-face -- Tips for telephone talk -- Putting pen to paper or fingers to keyboard -- Putting your best e-mail forward -- Serving customers around the globe -- The generational divide -- Delivering seamless 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 -- Never underestimate the value of a sincere thank-you -- The problem-solving side of knock your socks off service -- Be a fantastic fixer -- Use the well-placed "I'm sorry?" -- Service recovery expectations -- Service recovery and the Internet -- Fix the person -- Fair-fax the problem -- Customers from hell are customers too -- Customers from hell hall of shame -- 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. | |
533 | |a Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries. | ||
650 | 0 | |a Customer services. | |
655 | 4 | |a Electronic books. | |
710 | 2 | |a ProQuest (Firm) | |
740 | 0 | |a Performance Research Associates' Delivering knock your socks off service. | |
856 | 4 | 0 | |u https://ebookcentral.proquest.com/lib/oeawat/detail.action?docID=3001829 |z Click to View |