101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)

The latest addition to the bestselling Knock Your Socks Off Service series, this book provides you with the practical tools and cost-effective training required to meet their customers' needs.

Today’s customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service.

In 101 Activities for Delivering Knock Your Socks Off Service, you’ll discover how to create an action plan for improvement, reviewing topics such as:

• how to say no,
• empathy vs. sympathy,
• service recovery,
• listening,
• email and telephone skills,
• customers from hell,
• winning words and soothing phrases,
• and anticipating customer needs.

This invaluable resource also gives you information on building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results.

Ann Thomas of Performance Research Associates, Inc. (Minneapolis, MN) carries on the legacy begun in 1972 by the late service legend, Ron Zemke. The firm consults with corporations and nonprofits of all sizes around the globe.