Delivering knock your socks off service / Performance Research Associates.
By: Performance Associates, Inc
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Publisher: New York : American Management Association, c2007Edition: 4th ed.Description: viii, 200 p. : ill. ; 23 cm.ISBN: 0814473652 (pbk.); 9780814473658 (pbk.).Subject(s): Customer services![](/opac-tmpl/bootstrap/images/filefind.png)
Item type | Current location | Call number | Copy number | Status | Notes | Date due | Barcode |
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Main Collection | Taylor's Library-TU | 658.812 PER 2007 (Browse shelf) | 1 | Available | TBSxx,28000,03,CL | 5000104435 |
Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service.
Includes bibliographical references (p. 194) and index.
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.