Delivering knock your socks off service
By: Performance Research Associates.
Edition: 4th ed.
Publisher: AMACOM, American Management Association
Published: 2007
Place of publication: New York
Language: eng
Number of pages: 199
ISBN-13: 9780814473658
Subjects: Customer services.
Other titles: Performance Research Associates' Delivering knock your socks off service.
Notes: Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service.

Includes bibliographical references (p. 194) and index.
Table of contents: title: The fundamental principles of knock your socks off service; title: The only unbreakable rule: to the customer you are the company; title: Know what knock your socks off service is; title: Knock your socks off service is: reliable; title: Knock your socks off service is: responsive; title: Knock your socks off service is: re-assuring; title: Knock your socks off service is: tangibles; title: Knock your socks off service is: empathetic; title: The customer is always? the customer; title: The how to's of knock your socks off service; title: Honesty is the only policy; title: All rules were meant to be broken (including this one); title: Creating trust in an insecure, suspicious world; title: Do the right thing? regardless; title: Listening is a skill ? use it; title: Ask intelligent questions; title: Winning words and soothing phrases; title: Facts for face-to-face; title: Tips for telephone talk; title: Putting pen to paper or fingers to keyboard; title: Putting your best e-mail forward; title: Serving customers around the globe; title: The generational divide; title: Delivering seamless socks off service; title: Co-workers as partners: communicating across functions; title: Exceptional service is in the details; title: Good selling is good service? Good service is good selling; title: Never underestimate the value of a sincere thank-you; title: The problem-solving side of knock your socks off service; title: Be a fantastic fixer; title: Use the well-placed "I'm sorry?"; title: Service recovery expectations; title: Service recovery and the Internet; title: Fix the person; title: Fair-fax the problem; title: Customers from hell are customers too; title: Customers from hell hall of shame; title: Knock your socks off service fitness: taking care of you; title: Master the art of calm; title: Keep it professional; title: The competence principle: always be learning; title: Party hearty.