Overview
The classic customer service book with over half a million copies sold,
now updated!
"With so many choices available to them, today's customers are smarter
and more demanding than ever before, putting repeat business at risk. In
order to keep them coming back, you can't just give them good, or even
great, customer service…you have to knock their socks off!
Completely updated with all new techniques that will help you
successfully work with even the most difficult customers, Delivering
Knock Your Socks Off Service provides proven tips and strategies for:
* meeting customers' expectations and satisfying their needs * becoming
easier to do business with * determining the right times to bend or
break the rules * becoming fantastic fixers and powerful problem-solvers
* coping effectively with ""customers from hell.""
Written in the same accessible and humorous style that made this book a
classic, the fourth edition features fresh anecdotes and
never-before-seen illustrations by cartoonist John Bush, as well as
brand-new chapters on important topics including the generational
divide, serving customers around the globe, and communicating
effectively with coworkers across functions in other departments.
Now more powerful than ever, this indispensable guide shows you how to
provide better service than your customers have ever imagined"
About the Author
Performance Research Associates, Inc., was founded in 1972 by the late
Ron Zemke, author of nearly 40 books on service quality and
organizational effectiveness. The firm consults with large and
medium-sized corporations and non-profits. It is located in Minneapolis,
Minnesota.
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CRM Magazine Review
"…provides companies with invaluable guidance that will help every
business work successfully with today's smarter, more demanding
customers and satisfy them wherever they are….this front-line customer
service book helps businesses create a service advantage.?
-CRM Magazine
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Table of Contents
"Our Thanks
Part One: The Fundamental Principles of Knock Your Socks Off Service
1 The Only Unbreakable Rule: To the Customer You Are the Company
2 Know What Knock Your Socks Off Service Is
3 Knock Your Socks Off Service Is: Reliable
4 Knock Your Socks Off Service Is: Responsive
5 Knock Your Socks Off Service Is: Reassuring: The Assurance Factor
6 Knock Your Socks Off Service Is: Empathetic
7 Knock Your Socks Off Service Is: Tangibles
8 The Customer Is Always…The Customer
Part Two: The How To's of Knock Your Socks Off Service
9 Honesty Is the Only Policy
10 All Rules Were Meant to Be Broken (Including This One)
11 Creating Trust in an Insecure, Suspicious World
12 Do the Right Thing… Regardless
13 Listening Is a Skill -- Use It
14 Ask Intelligent Questions
15 Winning Words and Soothing Phrases
16 Facts for Face to Face
17 Tips for Telephone Talk
18 Putting Pen to Paper or Fingers to the Keyboard
19 Putting Your Best E-Mail Foot Forward
20 It's a Small World: Culturally Sensitive Service
21 The Generational Divide: Serving Age-Diverse Customers
Part Three: Delivering Seamless Socks Off Service
22 Coworkers as Partners: Communicating Across Functions
23 Exceptional Service Is in the Details
24 Good Selling Is Good Service -- Good Service Is Good Selling
25 Never Underestimate the Value of a Sincere Thank-You
Part Four: The Problem-Solving Side of Knock Your Socks Off Service
26 Be a Fantastic Fixer
27 Use the Well-Placed ""I'm Sorry ""
28 The Axioms of Service Recovery
29 Service Recovery on the Internet
30 Fix the Person
31 Fair-Fix the Problem
32 Customers From Hell® Are Customers, Too
33 The Customers From Hell® Hall of Shame
Part Five: Knock Your Socks Off Service Fitness: Taking Care of You
34 Master the Art of Calm
35 Keep It Professional
36 The Competence Principle: Always Be Learning
37 Party Hearty
Resources
About Performance Research Associates
Index"
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