Delivering Knock Your Socks Off Service (Paperback, Fifth Edition)

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.

General

Imprint:	Amacom Books
Country of origin:	United States
Release date:	March 2018
First published:	2011
Authors:	Performance Research Associates
Illustrators:	John Bush
Dimensions:	231 x 152 x 20mm (L x W x T)
Format:	Paperback
Pages:	226
Edition:	Fifth Edition
ISBN-13:	978-0-8144-1755-3
Categories:	Books > Business & Economics > Business & management > Management & management techniques > General Books > Business & Economics > Business & management > Sales & marketing > Customer services
LSN:	0-8144-1755-8
Barcode:	9780814417553

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