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

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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

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"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.

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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"

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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!"

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Table of Contents

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
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