Knock Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers / Edition 1

Paperback (Print)
Buy Used
Buy Used from BN.com
$13.46
(Save 25%)
Item is in good condition but packaging may have signs of shelf wear/aging or torn packaging.
Condition: Used – Good details
Used and New from Other Sellers
Used and New from Other Sellers
from $1.99
Usually ships in 1-2 business days
(Save 88%)
Other sellers (Paperback)
  • All (42) from $1.99   
  • New (2) from $5.99   
  • Used (40) from $1.99   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$5.99
Seller since 2005

Feedback rating:

(274)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

New
New York, NY 1995 Trade paperback New. Clean and tight-unused copy-Excellent! ! Trade paperback (US). Glued binding. 176 p. Contains: Illustrations. Knock Your Socks Off. ... Audience: General/trade. Read more Show Less

Ships from: Wauwatosa, WI

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$45.00
Seller since 2014

Feedback rating:

(149)

Condition: New
Brand new.

Ships from: acton, MA

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
Page 1 of 1
Showing All
Close
Sort by

Overview

"Knock Your Socks Off Service isn't just good customer service. It has become the gold standard. And customers everywhere have Ron Zemke and Kristin Anderson to thank for it.

For everybody who loved Delivering Knock Your Socks Off Service, here's the sequel -- Knock Your Socks Off Answers, the latest in Zemke's best-selling series. Is it hard to imagine delivering superior customer service with a confused or irate customer breathing down your neck? The authors not only show how to maintain grace under fire, but actually give suggestions for fielding tough-as-nails customer questions...with aplomb. Whatever the comment or situation may be, readers will discover how they can:

• acquire finesse in negotiating win-win solutions

• ace those questions that have no easy answers

• allow the customer to feel in control of the situation -- even when the customer is wrong

The best way to handle customer nightmares, say the authors, is to interpret the actual needs, wants, attitudes, and fears implicit in the questions -- not to fire off a snappy retort. With Knock Your Socks Off Answers, service providers will be able to do just that, and put those nightmares to rest."

In this sequel to the bestselling Delivering Knock Your Socks Off Service, Anderson and Zemke show readers not only how to maintain grace under fire when it comes to customer service, they actually give suggestions for fielding tough-as-nails customer questions--with aplomb.

Read More Show Less

What People Are Saying

From the Publisher

"Knock Your Socks Off Answers should be required reading for anyone who has ever dealt with a difficult personality. Ron Zemke and Kristin Anderson have compiled a wealth of customer knowledge and experience...comprehensive, witty, and engaging." --James B. Miller, author of "The Corporate Coach"

Read More Show Less

Product Details

  • ISBN-13: 9780814478844
  • Publisher: AMACOM
  • Publication date: 9/18/1995
  • Series: Knock Your Socks off Series
  • Edition number: 1
  • Pages: 176
  • Product dimensions: 6.82 (w) x 8.56 (h) x 0.51 (d)

Meet the Author

"KRISTIN ANDERSON (Minneapolis, MN) is principal of Performance Research Associates, co-author with Ron Zemke of Delivering Knock Your Socks Off Service, and author of Great Customer Service on the Telephone (both AMACOM).

RON ZEMKE (Minneapolis) is founder of Performance Research Associates and has authored or co-authored twelve books, including AMACOM's Knock Your Socks Off Service Series and Service America!"

Read More Show Less

Table of Contents

Acknowledgments
Introduction: About This Book
Pt. 1 Pat Answers to Peevish Questions and Provocative Customer Comments 1
Pt. 2 Smart Answers to Even Tougher Questions 43
Pt. 3 Questions With No Easy Answers 77
Pt. 4 Getting Service as Good as You Give: The Amazingly Simple Secret of the Ten-Second Connection 105
Pt. 5 Customers Say the Darnedest Things 117
Appendix: Recommended Resources 139
About the Authors 143
Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)