Title: Delivering knock your socks off service
First published: 1991
Description: This bright and breezy service primer has proven itself a big hit with frontline service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure the "good service" message gets across loud and clear. Using anecdotes, cartoons, and checklists the book make its point:     "As far as customers are concerned you are the      company. This is not a burden, but the core of your      job. You hold in your hands the power to keep      customers coming back -- perhaps even to make or break the company."With a mix of inspiration and concrete techniques readers can put to use the very day they get it, the book shows how to:   * use the power of listening to help customers   * use words effectively -- to soothe, reassure, and communicate   * personalize service without getting emotionally involved   * master the Art of Calm   * make service more than just "being nice" and really deliver tangible benefits to the customerThe second edition is completely updated and includes new information on e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the "customer from hell"!
Subjects: Business, Customer services, Management, Nonfiction, Public Relations, Klantgerichtheid