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|z 0814473652
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|b .A53 2007
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|a 658.8/12
|2 22
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|a Performance Associates, Inc.
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| 245 |
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|a Delivering knock your socks off service
|h [electronic resource] /
|c Performance Research Associates.
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| 250 |
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|a 4th ed.
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| 260 |
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|a New York :
|b AMACOM, American Management Association,
|c c2007.
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| 300 |
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|a viii, 199 p. :
|b ill.
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| 500 |
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|a Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service.
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| 504 |
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|a Includes bibliographical references (p. 194) and index.
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| 505 |
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|a The fundamental principles of knock your socks off service -- The only unbreakable rule: to the customer you are the company -- Know what knock your socks off service is -- Knock your socks off service is: reliable -- Knock your socks off service is: responsive -- Knock your socks off service is: re-assuring -- Knock your socks off service is: tangibles -- Knock your socks off service is: empathetic -- The customer is always? the customer -- The how to's of knock your socks off service -- Honesty is the only policy -- All rules were meant to be broken (including this one) -- Creating trust in an insecure, suspicious world -- Do the right thing? regardless -- Listening is a skill ? use it -- Ask intelligent questions -- Winning words and soothing phrases -- Facts for face-to-face -- Tips for telephone talk -- Putting pen to paper or fingers to keyboard -- Putting your best e-mail forward -- Serving customers around the globe -- The generational divide -- Delivering seamless socks off service -- Co-workers as partners: communicating across functions -- Exceptional service is in the details -- Good selling is good service? Good service is good selling -- Never underestimate the value of a sincere thank-you -- The problem-solving side of knock your socks off service -- Be a fantastic fixer -- Use the well-placed "I'm sorry?" -- Service recovery expectations -- Service recovery and the Internet -- Fix the person -- Fair-fax the problem -- Customers from hell are customers too -- Customers from hell hall of shame -- Knock your socks off service fitness: taking care of you -- Master the art of calm -- Keep it professional -- The competence principle: always be learning -- Party hearty.
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| 533 |
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|a Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
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| 650 |
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|a Customer services.
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| 655 |
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|a Electronic books.
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|a ProQuest (Firm)
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| 740 |
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|a Performance Research Associates' Delivering knock your socks off service.
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| 856 |
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|u https://ebookcentral.proquest.com/lib/matrademy/detail.action?docID=3001829
|z Click to View
|
