Delivering Knock Your Socks Off Service

The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service, this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock Your Socks Off formula to the new demands of 21st-century business, the third edition features all-new chapters on Delivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories, real-world examples, and new illustrations by cartoonist John Bush. And as always, Delivering Knock Your Socks Off Service reveals how to:

* See things from the customer's point of view * Become a fantastic fixer and a powerful problem solver * Cope with "customers from hell" * And avoid The 10 Deadly Sins of Customer Service

Today's customer is smarter, more demanding, and more mobile than ever. Once again, Delivering Knock Your Socks Off Service delivers the strategies, techniques, and tips that will keep those customers coming back.

Ron Zemke (Minneapolis, MN) is the author or coauthor of all seven books in the Knock Your Socks Off Service series, as well as Knock Your Socks Off Selling (0-8144-7030-0), Generations at Work (0-8144-0480-4), and E-Service (0-8144-0606-8).

Kristin Anderson (Minneapolis, MN) is the author of Great Customer Service on the Telephone (0-8144-7795-X) and the coauthor of three other Knock Your Socks Off Service books.