Delivering Knock Your Socks Off Service

In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't. For over two decades, Delivering Knock Your Socks Off Service has combined this timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, the book provides readers with proven tips and strategies for exceeding customer needs and expectations, determining the right times to bend or break the rules, becoming fantastic fixers and powerful problem-solvers, using the RATER factors to wow your customers, understanding cultural and generational differences, and coping effectively with your most challenging customers. Plus, the revised fifth edition delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.What is quality customer service--and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping customer service professionals deliver outstanding service that keeps customers coming back.

Author: Performance Research Associates
Publisher: Amacom
Published: 10/29/2011
Pages: 224
Binding Type: Paperback
Weight: 0.70lbs
Size: 8.90h x 5.90w x 0.70d
ISBN13: 9780814417553
ISBN10: 0814417558
BISAC Categories:
- Business & Economics | Customer Relations
- Business & Economics | Business Communication | General
- Business & Economics | Decision Making & Problem Solving

About the Author
PERFORMANCE RESEARCH ASSOCIATES, INC., was founded in 1972 by the late Ron Zemke, author of nearly 40 books on service quality and organizational effectiveness.

This title is not returnable