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010			_z 2006-018854
020			_z0814473652
020			_z9780814473658
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040			_aCaPaEBR _cCaPaEBR
050	1	4	_aHF5415.5 _b.A53 2007eb
082	0	4	_a658.8/12 _222
110	2		_aPerformance Associates, Inc. _940095
245	1	0	_aDelivering knock your socks off service _h[electronic resource] / _cPerformance Research Associates.
250			_a4th ed.
260			_aNew York : _bAmerican Management Association, _cc2007.
300			_aviii, 199 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.
529			_aTSLHHL
533			_aElectronic reproduction. _bPalo Alto, Calif. : _cebrary, _d2009. _nAvailable via World Wide Web. _nAccess may be limited to ebrary affiliated libraries.
650		0	_aCustomer services.
655		7	_aElectronic books. _2local
710	2		_aebrary, Inc. _925628
740	0		_aPerformance Research Associates' Delivering knock your socks off service.
856	4	0	_uhttp://ezproxy.taylors.edu.my/login?url=http://site.ebrary.com/lib/taylorscollege/Doc?id=10196169 _zAn electronic book accessible through the World Wide Web; click to view
999			_c98798 _d98798