Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
Performance Research Associates
ISBN 10: 0814473652 ISBN 13: 9780814473658
Published by Amacom Books, 2006
Used
Soft cover
From
Wonder Book, Frederick, MD, U.S.A.
Seller rating 5 out of 5 stars
Heritage Bookseller
AbeBooks member since 1996
This specific item is no longer available.
About this Item
Description:
Very Good condition. 4th edition. A copy that may have a few cosmetic defects. May also contain light spine creasing or a few markings such as an owner's name, short gifter's inscription or light stamp. Seller Inventory # L13B-04083
Synopsis:
Today’s customers are smarter and more demanding -- and with so many choices available, repeat business is at greater risk than ever before. The fourth edition of this customer service bestseller still delivers the proven Knock Your Socks Off formula, and has been updated with all new techniques that will help anyone successfully work with even the most difficult customers. Featuring brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush, this indispensable guide shows readers how to create a true and lasting "Service Advantage." Written in the same accessible and humorous style that made this book a classic, the new edition provides tips and strategies to help readers:
* meet customers’ expectations and satisfy their needs
* become easy to do business with
* determine the right times to bend or break the rules
* become fantastic fixers and powerful problem-solvers
* cope effectively with "customers from hell."
Extensively updated and expanded, the best-selling front-line customer service book ever published is now even better.
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. The firm consults with large and medium-sized corporations and non-profits. It is located in Minneapolis, Minnesota.
"About this title" may belong to another edition of this title.
Bibliographic Details
Title: Delivering Knock Your Socks Off Service (...
Publisher: Amacom Books
Publication Date: 2006
Binding: Soft cover
Condition: Very Good
Edition: 4th Edition