Delivering knock your socks off service [[electronic resource] /] / Ron Zemke
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| Autore: |
Zemke Ron
|
| Titolo: |
Delivering knock your socks off service [[electronic resource] /] / Ron Zemke
|
| Pubblicazione: | New York, : AMACOM |
| London, : McGraw-Hill, 2003 | |
| Edizione: | 3rd ed. |
| Descrizione fisica: | 1 online resource (192 p.) |
| Disciplina: | 658.812 |
| Soggetto topico: | Customer services |
| Marketing | |
| Note generali: | Rev. ed. of: Delivering knock your socks off service / Kristin Anderson, Ron Zemke, 1998. |
| Nota di contenuto: | 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 Recovery | |
| 28 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 | |
| Sommario/riassunto: | The game may have changed, but one rule is constant: A company is only as good as the service it gives. |
| Titolo autorizzato: | Delivering knock your socks off service |
| ISBN: | 1-281-77035-3 |
| 9786611770358 | |
| 0-8144-2689-1 | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9910780185303321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |
Serie:
Performance research associates.