Delivering Knock Your Socks Off Service

Performance Research Associates

ISBN 10: 0814417558 / ISBN 13: 9780814417553

Published by AMACOM, 2011

About this Item

Fast & Free Shipping â Good condition. It may show normal signs of use, such as light writing, highlighting, or library markings, but all pages are intact and the book is fully readable. A solid, complete copy that's ready to enjoy.

Seller Inventory # ZWV.0814417558.G

Bibliographic Details

• Title: Delivering Knock Your Socks Off Service
• Publisher: AMACOM
• Publication Date: 2011
• Language: English
• ISBN 10: 0814417558
• ISBN 13: 9780814417553
• Binding: Soft cover
• Illustrator: Bush, John
• Edition: 5th or later Edition
• Condition: good

About this title

Synopsis

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.

About the Author

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