Delivering Knock Your Socks Off Service, Fifth Edition, 20th Anniversary Edition
- 2h 47m
- Performance Research Associates
- AMACOM
- 2012
Who would've thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary,Delivering Knock Your Socks Off Service has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for:
- Exceeding customer needs and expectations
- Determining the right times to bend or break the rules
- Becoming fantastic fixers and powerful problem-solvers
- Using the RATER factors to wow your customers
- Understanding cultural and generational differences
- Becoming a listening post
- Coping effectively with "customers from hell"
With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to not read.
In this Book
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Delivering Knock Your Socks Off Service, Fifth Edition, 20th Anniversary Edition
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Foreword
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Our Thanks
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What You Do Is Critically Important
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The Only Unbreakable Rule: To the Customer, You Are the Company
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Know What Knock Your Socks Off Service Is
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Knock Your Socks Off Service Is: Reliable
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Knock Your Socks Off Service Is: Re-Assuring The Assurance Factor
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Knock Your Socks Off Service Is: Tangibles
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Knock Your Socks Off Service Is: Empathetic
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Knock Your Socks Off Service Is: Responsive
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The Customer Is Always… The Customer
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Honesty Is the Only Policy
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All Rules Were Meant to Be Broken (Including This One)
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Creating Trust in an Insecure, Suspicious World
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Taking Ownership of Your Service Encounters
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Become a Listening Post
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Asking Intelligent Questions
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Winning Words and Soothing Phrases
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Facts for Face-to-Face
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Tips for Telephone Talk
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It’s a Small World: Culturally Sensitive Service
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The Generational Divide: Serving Age-Diverse Customers
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Co-Workers as Partners: Communicating Across Functions
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Exceptional Service Is in the Details
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Good Selling Is Good Service—Good Service Is Good Selling
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Communicating with Customers in the Digital Age
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Putting Your Best E-Mail Foot Forward
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Responding Positively to Negative Feedback
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Never Underestimate the Value of a Sincere Thank-You
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Be a Fantastic Fixer
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The Axioms of Service Recovery
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Use the Well-Placed I’m Sorry
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Fix the Person
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Fair-Fix the Problem
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Service Recovery in the Digital Age
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Recovery: Social Media Style
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Customers From Hell Are Customers, Too
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The Customers From Hell Hall of Shame
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Master the Art of Calm
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Keep It Professional
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The Competence Principle: Always Be Learning
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Party Hearty
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Activities Connections
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"The Knock Your Socks Off" Library
