"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."
|Product dimensions:||6.10(w) x 8.96(h) x 0.57(d)|
About 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."
Table of Contents
"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: Responsive
5: Knock Your Socks Off Service is: Re-Assuring
6: Knock Your Socks Off Service is: Tangibles
7: Knock Your Socks Off Service is: Empathetic
8: Customers are Everywhere...Inside and Out
9: The Ten Deadly Sins of Customer Service
10: The Customer is Always...The Customer
Part Two: The How To’s of Knock Your Socks Off Service
11: Honesty is the Only Policy
12: All Rules were Meant to Be Broken (Including This One)
13: Creating Trust in an Insecure, Suspicious World
14: Do the Right Thing Regardless
15: Listening is a Skill Use It
16: Ask Intelligent Questions
17: Winning Words and Soothing Phrases
18: Facts for Face-to-Face
19: Tips for Telephone Talk
20: Putting Pen to Paper or Fingers to Keyboard
21: Putting Your Best E-mail Forward
22: Exeptional Service is in the Details
23: Good Selling is Good Service Good Service is Good Selling
24: Never Underestimate the Value of a Sincere Thank You
Part Three: The Problem Solving Side of Knock Your Socks Off Service
25: Be a Fantastic Fixer
26: Use the Well-Placed "I’m Sorry"
27: Service Recovery Expectations
28: Service Recovery and the Internet
29: Fix the Person
30: Fair-Fax the Problem
31: Customers from Hell are Customers Too
32: The Customers From Hell Hall of Shame
Part Four: Knock Your Socks Off Service Fitness: Taking Care of You
33: Master the Art of Calm
34: Keep it Professional
35: The Competence Principle: Always be Learning
36: Party Hearty"
Most Helpful Customer Reviews
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.