03599nam 2200697Ia 450 991045566360332120200520144314.01-281-77035-397866117703580-8144-2689-1(CKB)111056486718964(EBL)228363(OCoLC)475936126(SSID)ssj0000278556(PQKBManifestationID)11217970(PQKBTitleCode)TC0000278556(PQKBWorkID)10247014(PQKB)10035042(SSID)ssj0000383384(PQKBManifestationID)11281581(PQKBTitleCode)TC0000383384(PQKBWorkID)10330000(PQKB)11186204(MiAaPQ)EBC228363(Au-PeEL)EBL228363(CaPaEBR)ebr10020625(CaONFJC)MIL177035(OCoLC)437146085(EXLCZ)9911105648671896420021021d2003 uy 0engur|n|---|||||txtccrDelivering knock your socks off service[electronic resource] /Ron Zemke3rd ed.New York AMACOM ;London McGraw-Hill20031 online resource (192 p.)Performance research associatesRev. ed. of: Delivering knock your socks off service / Kristin Anderson, Ron Zemke, 1998.0-8144-0765-X 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 One13 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 Recovery28 Service Recovery on the Internet29 Fix the Person; 30 Fair Fix the Problem; 31 Customers From Hell Are Customers Too; 32 The Customers From Hell Hall of Shame; 33 Master the Art of Calm; 34 Keep It Professional; 35 The Competence Principle: Always Be Learning; 36 Party Hearty; Resources; About Performance Research Associates; About the Authors; IndexThe game may have changed, but one rule is constant: A company is only as good as the service it gives.Performance research associates.Customer servicesMarketingElectronic books.Customer services.Marketing.658.812Zemke Ron925691MiAaPQMiAaPQMiAaPQBOOK9910455663603321Delivering knock your socks off service2091356UNINA