Delivering Knock Your Socks Off Service by Performance Research Associates, Ron Zemke |, Paperback | Barnes & Noble
Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

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by Performance Research Associates, Ron Zemke
     
 

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"The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service, this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock Your Socks Off formula to the new demands of 21st

Overview

"The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service, this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock Your Socks Off formula to the new demands of 21st-century business, the third edition features all-new chapters on Delivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories, real-world examples, and new illustrations by cartoonist John Bush. And as always, Delivering Knock Your Socks Off Service reveals how to:

• See things from the customer’s point of view

• Become a fantastic fixer and a powerful problem solver

• Cope with "customers from hell"

• And avoid The 10 Deadly Sins of Customer Service

Today’s customer is smarter, more demanding, and more mobile than ever. Once again, Delivering Knock Your Socks Off Service delivers the strategies, techniques, and tips that will keep those customers coming back."

Editorial Reviews

BIZLIFE
For workers routinely called on to fix what's broken, find what's lost and soothe the irate, this book is indispensable.
Greensboro, NC March 2003

Product Details

ISBN-13:
9780814407653
Publisher:
AMACOM Books
Publication date:
01/28/2003
Edition description:
REV
Pages:
176
Product dimensions:
6.10(w) x 8.96(h) x 0.57(d)

Related Subjects

Meet the Author

"Ron Zemke (Minneapolis, MN) is the author or coauthor of all seven books in the Knock Your Socks Off Service series, as well as Knock Your Socks Off Selling(0-8144-7030-0), Generations at Work (0-8144-0480-4), and E-Service (0-8144-0606-8).

Kristin Anderson (Minneapolis, MN) is the author of Great Customer Service on the Telephone (0-8144-7795-X) and the coauthor of three other Knock Your Socks Off Service books."

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Delivering Knock Your Socks off Service 5 out of 5 based on 0 ratings. 1 reviews.
Guest More than 1 year ago
In Delivering Knock Your Socks Off Service, Performance Research Associates ¿ with some editorial help from Ron Zemke ¿ highlight the main principles and techniques involved in providing great customer service and resolving customer problems. This lively book features many short chapters, cartoons, bulleted axioms and what-to-do examples. However, much of the information seems very familiar, like a juiced-up version of hints, tips and advice that have appeared in many other customer service books. Thus, it has a kind of déjà vu quality. While someone who is experienced in this field may find the information here too familiar, we recommend this accessible volume as a great introduction to customer service.