Cover image for Delivering knock your socks off service
Title:
Delivering knock your socks off service
Author:
Anderson, Kristin, 1962-
Personal Author:
Edition:
Third edition.
Publication Information:
New York : AMACOM ; London : McGraw-Hill, 2003.
Physical Description:
viii, 183 pages : illustrations ; 23 cm
General Note:
Previous ed.: 1997.
Language:
English
Subject Term:
Added Author:
ISBN:
9780814407653
Format :
Book

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HF5415.5 .A53 2003 Adult Non-Fiction Non-Fiction Area
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Summary

Summary

"The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service , this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock Your Socks Off formula to the new demands of 21st-century business, the third edition features all-new chapters on Delivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories, real-world examples, and new illustrations by cartoonist John Bush. And as always, Delivering Knock Your Socks Off Service reveals how to:

* See things from the customer's point of view

* Become a fantastic fixer and a powerful problem solver

* Cope with ""customers from hell""

* And avoid The 10 Deadly Sins of Customer Service

Today's customer is smarter, more demanding, and more mobile than ever. Once again, Delivering Knock Your Socks Off Service delivers the strategies, techniques, and tips that will keep those customers coming back."


Author Notes

"Ron Zemke (Minneapolis, MN) is the author or coauthor of all seven books in the Knock Your Socks Off Service series, as well as Knock Your Socks Off Selling (0-8144-7030-0), Generations at Work (0-8144-0480-4), and E-Service (0-8144-0606-8).

Kristin Anderson (Minneapolis, MN) is the author of Great Customer Service on the Telephone (0-8144-7795-X) and the coauthor of three other Knock Your Socks Off Service books."


Reviews 1

Booklist Review

Telling jokes about lousy customer-service experiences is, unfortunately, an American pastime. But don't dismiss advice from Anderson and Zemke (the latter is the author of Service America) as too little, too late. They attack the issue with missionary zeal and, instead of pronouncing the "thou shalt" type of commandments, offer practical how-to-fix-it advice and render outstanding service tips. It's a book of lists, such as 5 qualities of "knock-your-socks-off service," 10 deadly sins, 3 ways to deal with a customer who's not necessarily right, 7 listening barriers, and 9 dimensions of nonverbal communication. What service is, how to apply it and solve problems, and how to take care of yourself (yes, there are customers from hell) cover almost every situation imaginable. If not, following one golden service rule (courtesy of Nordstrom's, the famed department store) will cover all of them: "Use your good judgment in all situations. There will be no additional rules." ~--Barbara Jacobs


Table of Contents

Prefacep. v
Our Thanksp. viii
Part 1 The Fundamental Principles of Knock Your Socks Off Servicep. 1
1 The Only Unbreakable Rule: To the Customer You Are the Companyp. 3
2 Know What Knock Your Socks Off Service Isp. 8
3 Knock Your Socks Off Service Is: Reliablep. 12
4 Knock Your Socks Off Service Is: Responsivep. 17
5 Knock Your Socks Off Service Is: Reassuringp. 21
6 Knock Your Socks Off Service Is: Empatheticp. 25
7 Knock Your Socks Off Service Is: Tangiblesp. 29
8 Customers Are Everywhere--Inside and Outp. 33
9 The Ten Deadly Sins of Customer Servicep. 37
10 The Customer is Always ... The Customerp. 41
Part 2 The How To's of Knock Your Socks Off Servicep. 47
11 Honesty Is the Only Policyp. 49
12 All Rules Were Meant to Be Broken (Including This One)p. 53
13 Creating Trust in an Insecure, Suspicious Worldp. 57
14 Do the Right Thing ... Regardlessp. 61
15 Listening Is a Skill--Use Itp. 65
16 Ask Intelligent Questionsp. 70
17 Winning Words and Soothing Phrasesp. 75
18 Facts for Face to Facep. 80
19 Tips for Telephone Talkp. 84
20 Putting Pen to Paperp. 93
21 Putting Your Best E-Mail Foot Forwardp. 96
22 Exceptional Service Is in the Detailsp. 102
23 Good Selling Is Good Service--Good Service Is Good Sellingp. 106
24 Never Underestimate the Value of a Sincere Thank-Youp. 110
Part 3 The Problem-Solving Side of Knock Your Socks Off Servicep. 115
25 Be a Fantastic Fixerp. 117
26 Use the Well-Placed "I'm Sorry"p. 123
27 The Axioms of Service Recoveryp. 127
28 Service Recovery on the Internetp. 133
29 Fix the Personp. 137
30 Fair Fix the Problemp. 142
31 Customers From Hell Are Customers Toop. 147
32 The Customers From Hell Hall of Shamep. 153
Part 4 Knock Your Socks Off Service Fitness: Taking Care of Youp. 159
33 Master the Art of Calmp. 161
34 Keep It Professionalp. 165
35 The Competence Principle: Always Be Learningp. 169
36 Party Heartyp. 175
Resourcesp. 179
About Performance Research Associatesp. 180
About the Authorsp. 181
Indexp. 182