03134nam a22003494a 4500001001200000003000800012006001900020007001500039008004100054010001700095020001500112020001800127040002100145035002100166050002600187082001700213110003300230245010300263250001200366260006500378300002500443500010000468504006000568505171200628533015202340650002302492655002902515710001702544740007802561856012602639999001902765ebr10196169CaPaEBRm        u        cr cn|||||||||060612s2007    nyua    sb    001 0 eng    z  2006018854  z0814473652  z9780814473658  aCaPaEBRcCaPaEBR  a(OCoLC)56783850514aHF5415.5b.A53 2007eb04a658.8/122222 aPerformance Associates, Inc.10aDelivering knock your socks off serviceh[electronic resource] /cPerformance Research Associates.  a4th ed.  aNew York :bAMACOM, American Management Association,cc2007.  aviii, 199 p. :bill.  aTitle of 3rd edition: Performance Research Associates' Delivering knock your socks off service.  aIncludes bibliographical references (p. 194) and index.0 aThe 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.  aElectronic reproduction.bPalo Alto, Calif. :cebrary,d2013.nAvailable via World Wide Web.nAccess may be limited to ebrary affiliated libraries. 0aCustomer services. 7aElectronic books.2local2 aebrary, Inc.0 aPerformance Research Associates' Delivering knock your socks off service.40uhttp://site.ebrary.com/lib/rucke/Doc?id=10196169zAn electronic book accessible through the World Wide Web; click to view  c216628d216628