Delivering knock your socks off service / Performance Research Associates.
| Author/creator | Performance Associates, Inc |
| Format | Electronic |
| Edition | 4th ed. |
| Publication Info | New York : AMACOM, American Management Association, |
| Description | viii, 199 p. : ill. ; 23 cm. |
| Supplemental Content | Full text available from eBooks on EBSCOhost |
| Supplemental Content | Full text available from Ebook Central - Academic Complete |
| Subjects |
| Contents | 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. |
| General note | Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service. |
| Bibliography note | Includes bibliographical references (p. 194) and index. |
| Access restriction | Available only to authorized users. |
| Technical details | Mode of access: World Wide Web |
| Genre/form | Electronic books. |
| Other title | Performance Research Associates' Delivering knock your socks off service. |
| LCCN | 2006018854 |
| ISBN | 0814473652 |
| ISBN | 9780814473658 |
Availability
| Library | Location | Call Number | Status | Item Actions |
|---|---|---|---|---|
| Electronic Resources | ✔ Available |