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010   $a0-8144-2689-1
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100   $a20021021d2003      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aDelivering knock your socks off service$b[electronic resource] /$fRon Zemke
205   $a3rd ed.
210   $aNew York $cAMACOM ;$aLondon $cMcGraw-Hill$d2003
215   $a1 online resource (192 p.)
225 1 $aPerformance research associates
300   $aRev. ed. of: Delivering knock your socks off service / Kristin Anderson, Ron Zemke, 1998.
311   $a0-8144-0765-X 
327   $aContents; 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
327   $a13 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 Recovery
327   $a28 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; Index
330   $aThe game may have changed, but one rule is constant: A company is only as good as the service it gives.
410  0$aPerformance research associates.
606   $aCustomer services
606   $aMarketing
608   $aElectronic books.
615  0$aCustomer services.
615  0$aMarketing.
676   $a658.812
700   $aZemke$b Ron$0925691
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910455663603321
996   $aDelivering knock your socks off service$92091356
997   $aUNINA