| Document Type
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BL
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| Record Number
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586447
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| Doc. No
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b415666
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| Main Entry
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Performance Associates, Inc.
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| Title & Author
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Delivering knock your socks off service /\ Performance Research Associates ; artwork by John Bush ; edited by Ann Thomas and Jill Applegate.
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| Edition Statement
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5th ed.
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| Publication Statement
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New York :: American Management Association,, c2012.
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| Page. NO
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xiii, 226 p. :: ill. ;; 23 cm.
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| ISBN
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9780814417553 (alk. paper)
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: 0814417558 (alk. paper)
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| Notes
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"20th anniversary edition"--T.p.
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Includes index.
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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pt. I. 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 of service is : (re)-assuring -- Knock your socks off service is : tangibles -- Knock your socks off service is : empathetic -- Knock your socks off service is : responsive -- The customer is always...the customer -- pt. II. 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 -- Taking ownership of your service encounters -- Become a listening post -- Ask intelligent questions -- Winning words and soothing phrases -- Facts for face-to-face -- Tips for telephone talk -- It's a small world : culturally sensitive service -- The generational divide : serving age-diverse customers -- pt. 3. Communicating know your 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 -- Communicating with customers in the digital age -- Putting your best E-mail foot forward -- Responding positively to negative feedback -- Never underestimate the value of a sincere thank-you -- pt. IV. The problem-solving side of knock your socks off service -- Be a fantastic fixer -- The axioms of service recovery -- Use the well-place "I'm sorry" -- Fix the person -- Fair-fix the problem -- Service recovery in the digital age -- Recovery : social media style -- Customers from Hell are customers too -- The Customers from Hell hall of shame -- pt. V. 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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| Subject
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Customer services.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.A53 2012
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| Added Entry
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Thomas, Ann.
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Applegate, Jill.
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