Delivering Knock Your Socks Off Service

This bright and breezy service primer has proven itself a big hit with front-line service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure the "good service" message gets across loud and clear. Using anecdotes, cartoons, and checklists the book make its point:

"As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or break the company."

With a mix of inspiration and concrete techniques readers can put to use the very day they get it, the book shows how to:

** use the power of listening to help customers
** use words effectively -- to soothe, reassure, and communicate
** personalize service without getting emotionally involved
** master the Art of Calm
** make service more than just "being nice" and really deliver tangible benefits to the customer

The second edition is completely updated and includes new information on: e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the "customer from hell"!

RON ZEMKE (Minneapolis, MN) is founder of Performance Research Associates and has authored or co-authored twelve books, including the Knock Your Socks Off Series and Service America! KRISTIN ANDERSON is a principal of Performance Research Associates, co-author of three other Knock Your Socks Off books, and author of Great Customer Service on the Telephone (Amacom).