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003			MY-SjTCS
005			20200306165741.0
008			110218s2007 nyua |b 001 0 eng
020			_a0814473652 (pbk.)
020			_a9780814473658 (pbk.)
039		9	_a201102190925 _bwilmina _c201102181510 _dVLOAD _c201102171142 _dmasrina _y201011230924 _zmalathy
082	0	4	_a658.812 _bPER 2007
110	2		_aPerformance Associates, Inc. _940095
245	1	0	_aDelivering knock your socks off service / _cPerformance Research Associates.
250			_a4th ed.
260			_aNew York : _bAmerican Management Association, _cc2007.
300			_aviii, 200 p. : _bill. ; _c23 cm.
500			_aTitle of 3rd edition: Performance Research Associates' Delivering knock your socks off service.
504			_aIncludes bibliographical references (p. 194) and index.
505	0		_aThe 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.
650		0	_aCustomer services. _9202481
740	0		_aPerformance Research Associates' Delivering knock your socks off service.
920			_aDIB : 155129
999			_c57400 _d57400