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Record Nr. |
UNINA9910455663603321 |
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Autore |
Zemke Ron |
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Titolo |
Delivering knock your socks off service [[electronic resource] /] / Ron Zemke |
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Pubbl/distr/stampa |
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New York, : AMACOM |
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London, : McGraw-Hill, 2003 |
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ISBN |
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1-281-77035-3 |
9786611770358 |
0-8144-2689-1 |
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Edizione |
[3rd ed.] |
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Descrizione fisica |
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1 online resource (192 p.) |
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Collana |
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Performance research associates |
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Disciplina |
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Soggetti |
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Customer services |
Marketing |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Rev. ed. of: Delivering knock your socks off service / Kristin Anderson, Ron Zemke, 1998. |
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Nota di contenuto |
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Contents; Preface; Our Thanks; 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: Reassuring; 6 Knock Your Socks Off Service Is: Empathetic; 7 Knock Your Socks Off Service Is: Tangibles; 8 Customers Are Everywhere-Inside and Out; 9 The Ten Deadly Sins of Customer Service; 10 The Customer is Always . . . The Customer; 11 Honesty Is the Only Policy; 12 All Rules Were Meant to Be Broken Including This One |
13 Creating Trust in an Insecure, Suspicious World14 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; 21 Putting Your Best E Mail Foot Forward; 22 Exceptional 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; 25 Be a Fantastic Fixer; 26 Use the Well Placed I'm Sorry; 27 The Axioms of Service |
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