Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
Performance Research Associates
ISBN 10: 0814417558 ISBN 13: 9780814417553
Published by AMACOM, 2011
Used
Soft cover
From
Wonder Book, Frederick, MD, U.S.A.
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About this Item
Description:
Very Good condition. 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 # I32K-01050
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.
"About this title" may belong to another edition of this title.
Bibliographic Details
Title: Delivering Knock Your Socks Off Service (...
Publisher: AMACOM
Publication Date: 2011
Binding: Soft cover
Illustrator: Bush, John
Condition: Very Good
Edition: 5th or later Edition