Delivering Knock Your Socks Off Service
5th Edition
Published on 6. March 2018
Book
Paperback/Softback
224 pages
978-0-8144-1755-3 (ISBN)
Description
What is quality customer service, and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping business professionals deliver outstanding customer service that keeps customers coming back.
In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't.
For over two decades, this book has combined timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, Delivering Knock Your Socks Off Service provides you 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,
and coping effectively with your most challenging customers.
Delivering Knock Your Socks Off Service delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.
In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't.
For over two decades, this book has combined timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, Delivering Knock Your Socks Off Service provides you 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,
and coping effectively with your most challenging customers.
Delivering Knock Your Socks Off Service delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.
More details
Persons
PERFORMANCE RESEARCH ASSOCIATES, INC., was founded in 1972 by the late Ron Zemke, author of nearly 40 books on service quality and organizational effectiveness.
Content
Contents
Foreword
Our Thanks
Preface
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:
(Re)-Assuring
5 Knock Your Socks Off Service Is:
Tangibles
6 Knock Your Socks Off Service Is:
Empathetic
7 Knock Your Socks Off Service Is:
Responsive
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 Taking Ownership of Your Service
Encounters
13 Become a Listening Post
14 Asking Intelligent Questions
15 Winning Words and Soothing Phrases
16 Facts for Face-to-Face
17 Tips for Telephone Talk
18 It's a Small World: Culturally
Sensitive Service
19 The Generational Divide: Serving
Age-Diverse Customers
Part Three: Communicating Knock Your
Socks Off Service
20 Co-Workers as Partners:
Communicating Across Functions
21 Exceptional Service Is in the Details
22 Good Selling Is Good Service-Good
Service Is Good Selling
23 Communicating with Customers
in the Digital Age
24 Putting Your Best E-Mail Foot Forward
25 Responding Positively to Negative
Feedback
26 Never Underestimate the Value
of a Sincere Thank-You
Part Four: The Problem-Solving Side of Knock
Your Socks Off Service
27 Be a Fantastic Fixer
28 The Axioms of Service Recovery
29 Use the Well-Placed "I'm Sorry"
30 Fix the Person
31 Fair-Fix the Problem
32 Service Recovery in the Digital Age
33 Recovery: Social Media Style
34 Customers from Hell (R) Are
Customers, Too
35 The Customers from Hell (R) Hall
of Shame
Part Five: Knock Your Socks Off Service Fitness:
Taking Care of You
36 Master the Art of Calm
37 Keep It Professional
38 The Competence Principle:
Always Be Learning
39 Party Hearty Activities Connections
"The Knock Your Socks Off" Library
Index
About Performance Research Associates, Inc.
About the Editors
Foreword
Our Thanks
Preface
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:
(Re)-Assuring
5 Knock Your Socks Off Service Is:
Tangibles
6 Knock Your Socks Off Service Is:
Empathetic
7 Knock Your Socks Off Service Is:
Responsive
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 Taking Ownership of Your Service
Encounters
13 Become a Listening Post
14 Asking Intelligent Questions
15 Winning Words and Soothing Phrases
16 Facts for Face-to-Face
17 Tips for Telephone Talk
18 It's a Small World: Culturally
Sensitive Service
19 The Generational Divide: Serving
Age-Diverse Customers
Part Three: Communicating Knock Your
Socks Off Service
20 Co-Workers as Partners:
Communicating Across Functions
21 Exceptional Service Is in the Details
22 Good Selling Is Good Service-Good
Service Is Good Selling
23 Communicating with Customers
in the Digital Age
24 Putting Your Best E-Mail Foot Forward
25 Responding Positively to Negative
Feedback
26 Never Underestimate the Value
of a Sincere Thank-You
Part Four: The Problem-Solving Side of Knock
Your Socks Off Service
27 Be a Fantastic Fixer
28 The Axioms of Service Recovery
29 Use the Well-Placed "I'm Sorry"
30 Fix the Person
31 Fair-Fix the Problem
32 Service Recovery in the Digital Age
33 Recovery: Social Media Style
34 Customers from Hell (R) Are
Customers, Too
35 The Customers from Hell (R) Hall
of Shame
Part Five: Knock Your Socks Off Service Fitness:
Taking Care of You
36 Master the Art of Calm
37 Keep It Professional
38 The Competence Principle:
Always Be Learning
39 Party Hearty Activities Connections
"The Knock Your Socks Off" Library
Index
About Performance Research Associates, Inc.
About the Editors