9780814473658

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!

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.

Preface

v

Our Thanks

viii

Part One: The Fundamental Principles of Knock Your Socks Off Service

1

(40)

1 The Only Unbreakable Rule: To the Customer You Are the Company

3

(5)

2 Know What Knock Your Socks Off Service Is

8

(4)

3 Knock Your Socks Off Service Is: Reliable

12

(5)

4 Knock Your Socks Off Service Is: Responsive

17

(4)

5 Knock Your Socks Off Service Is: Reassuring: The Assurance Factor

21

(5)

6 Knock Your Socks Off Service Is: Empathetic

26

(5)

7 Knock Your Socks Off Service Is: Tangibles

31

(4)

8 The Customer Is Always...The Customer

35

(6)

Part Two: The How To's of Knock Your Socks Off Service

41

(68)

9 Honesty Is the Only Policy

43

(4)

10 All Rules Were Meant to Be Broken (Including This One)

47

(4)

11 Creating Trust in an Insecure, Suspicious World

51

(4)

12 Do the Right Thing...Regardless

55

(4)

13 Listening Is a Skill—Use It

59

(5)

14 Ask Intelligent Questions

64

(5)

15 Winning Words and Soothing Phrases

69

(5)

16 Facts for Face to Face

74

(4)

17 Tips for Telephone Talk

78

(9)

18 Putting Pen to Paper or Fingers to the Keyboard

87

(4)

19 Putting Your Best E-Mail Foot Forward

91

(6)

20 It's a Small World: Culturally Sensitive Service

97

(6)

21 The Generational Divide: Serving Age-Diverse Customers

103

(6)

Part Three: Delivering Seamless Socks Off Service

109

(20)

22 Coworkers as Partners: Communicating Across Functions

111

(5)

23 Exceptional Service Is in the Details

116

(4)

24 Good Selling Is Good Service Good Service Is Good Selling

120

(5)

25 Never Underestimate the Value of a Sincere Thank-You

125

(4)

Part Four: The Problem-Solving Side of Knock Your Socks Off Service

129

(46)

26 Be a Fantastic Fixer

131

(6)

27 Use the Well-Placed "I'm Sorry"

137

(4)

28 The Axioms of Service Recovery

141

(7)

29 Service Recovery on the Internet

148

(5)

30 Fix the Person

153

(5)

31 Fair-Fix the Problem

158

(5)

32 Customers From Hell® Are Customers, Too

163

(6)

33 The Customers From Hell® Hall of Shame

169

(6)

Part Five: Knock Your Socks Off Service Fitness: Taking Care of You

175

(19)

34 Master the Art of Calm

177

(4)

35 Keep It Professional

181

(4)

36 The Competence Principle: Always Be Learning

185

(5)

37 Party Hearty

190

(4)

Resources

194

(1)

Index

195

(4)

About Performance Research Associates

199

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Amazon no longer offers textbook rentals. We do!

Amazon no longer offers textbook rentals. We do!

We're the #1 textbook rental company. Let us show you why.

Delivering Knock Your Socks Off Service

0814473652

Summary

Author Biography

Table of Contents

Supplemental Materials

Rewards Program