03134nam a22003494a 4500 ebr10196169 CaPaEBR m u cr cn||||||||| 060612s2007 nyua sb 001 0 eng 2006018854 0814473652 9780814473658 CaPaEBR CaPaEBR (OCoLC)567838505 HF5415.5 .A53 2007eb 658.8/12 22 Performance Associates, Inc. Delivering knock your socks off service [electronic resource] / Performance Research Associates. 4th ed. New York : AMACOM, American Management Association, c2007. viii, 199 p. : ill. Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service. Includes bibliographical references (p. 194) and index. The fundamental principles of knock your socks off service -- The only unbreakable rule: to the customer you are the company -- Know what knock your socks off service is -- Knock your socks off service is: reliable -- Knock your socks off service is: responsive -- Knock your socks off service is: re-assuring -- Knock your socks off service is: tangibles -- Knock your socks off service is: empathetic -- The customer is always? the customer -- The how to's of knock your socks off service -- Honesty is the only policy -- All rules were meant to be broken (including this one) -- Creating trust in an insecure, suspicious world -- Do the right thing? regardless -- Listening is a skill ? use it -- Ask intelligent questions -- Winning words and soothing phrases -- Facts for face-to-face -- Tips for telephone talk -- Putting pen to paper or fingers to keyboard -- Putting your best e-mail forward -- Serving customers around the globe -- The generational divide -- Delivering seamless socks off service -- Co-workers as partners: communicating across functions -- Exceptional service is in the details -- Good selling is good service? Good service is good selling -- Never underestimate the value of a sincere thank-you -- The problem-solving side of knock your socks off service -- Be a fantastic fixer -- Use the well-placed "I'm sorry?" -- Service recovery expectations -- Service recovery and the Internet -- Fix the person -- Fair-fax the problem -- Customers from hell are customers too -- Customers from hell hall of shame -- Knock your socks off service fitness: taking care of you -- Master the art of calm -- Keep it professional -- The competence principle: always be learning -- Party hearty. Electronic reproduction. Palo Alto, Calif. : ebrary, 2013. Available via World Wide Web. Access may be limited to ebrary affiliated libraries. Customer services. Electronic books. local ebrary, Inc. Performance Research Associates' Delivering knock your socks off service. http://site.ebrary.com/lib/rucke/Doc?id=10196169 An electronic book accessible through the World Wide Web; click to view 216628 216628