Delivering knock your socks off service [[electronic resource] /] / Ron Zemke

• Autore: Zemke Ron
• 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
• Soggetto genere / forma: Electronic books.
• 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.: 9910455663603321
• Lo trovi qui: Univ. Federico II
• Serie: Performance research associates.