Delivering knock your socks off service
Featuring real-world examples, the book contains all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.
Record details
- ISBN: 9780814417553
- ISBN: 0814417558
- Physical Description: xiii, 226 pages : illustrations ; 23 cm
- Edition: 5th ed.
- Publisher: New York : American Management Association, �2012.
Content descriptions
General Note: | "20th anniversary edition." Includes index. |
Bibliography, etc. Note: | Includes bibliographical references and index. |
Formatted Contents Note: | pt. I. 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 of service is : (re)-assuring -- Knock your socks off service is : tangibles -- Knock your socks off service is : empathetic -- Knock your socks off service is : responsive -- The customer is always ... the customer -- pt. II. 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 -- Taking ownership of your service encounters -- Become a listening post -- Ask intelligent questions -- Winning words and soothing phrases -- Facts for face-to-face -- Tips for telephone talk -- It's a small world : culturally sensitive service -- The generational divide : serving age-diverse customers -- pt. 3. Communicating know your 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 -- Communicating with customers in the digital age -- Putting your best E-mail foot forward -- Responding positively to negative feedback -- Never underestimate the value of a sincere thank-you -- pt. IV. The problem-solving side of knock your socks off service -- Be a fantastic fixer -- The axioms of service recovery -- Use the well-place "I'm sorry" -- Fix the person -- Fair-fix the problem -- Service recovery in the digital age -- Recovery : social media style -- Customers from Hell are customers too -- The Customers from Hell hall of shame -- pt. V. 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. |
Search for related items by subject
Subject: | Customer services. Customer services. |
Available copies
- 1 of 1 copy available at State Library of Alabama.
Holds
- 0 current holds with 1 total copy.
Show Only Available Copies
Location | Call Number / Copy Notes | Barcode | Shelving Location | Status | Due Date |
---|---|---|---|---|---|
APLS | 658.812 PER | 31291002932109 | Stacks | Available | - |
LDR | 03949cam a22004934a 4500 | ||
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110 | 2 | . | ‡aPerformance Associates, Inc. |
245 | 1 | 0. | ‡aDelivering knock your socks off service / ‡cPerformance Research Associates ; artwork by John Bush ; edited by Ann Thomas and Jill Applegate. |
250 | . | ‡a5th ed. | |
260 | . | ‡aNew York : ‡bAmerican Management Association, ‡c�2012. | |
300 | . | ‡axiii, 226 pages : ‡billustrations ; ‡c23 cm | |
336 | . | ‡atext ‡btxt ‡2rdacontent | |
337 | . | ‡aunmediated ‡bn ‡2rdamedia | |
338 | . | ‡avolume ‡bnc ‡2rdacarrier | |
500 | . | ‡a"20th anniversary edition." | |
500 | . | ‡aIncludes index. | |
504 | . | ‡aIncludes bibliographical references and index. | |
505 | 0 | . | ‡apt. I. 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 of service is : (re)-assuring -- Knock your socks off service is : tangibles -- Knock your socks off service is : empathetic -- Knock your socks off service is : responsive -- The customer is always ... the customer -- pt. II. 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 -- Taking ownership of your service encounters -- Become a listening post -- Ask intelligent questions -- Winning words and soothing phrases -- Facts for face-to-face -- Tips for telephone talk -- It's a small world : culturally sensitive service -- The generational divide : serving age-diverse customers -- pt. 3. Communicating know your 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 -- Communicating with customers in the digital age -- Putting your best E-mail foot forward -- Responding positively to negative feedback -- Never underestimate the value of a sincere thank-you -- pt. IV. The problem-solving side of knock your socks off service -- Be a fantastic fixer -- The axioms of service recovery -- Use the well-place "I'm sorry" -- Fix the person -- Fair-fix the problem -- Service recovery in the digital age -- Recovery : social media style -- Customers from Hell are customers too -- The Customers from Hell hall of shame -- pt. V. 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. |
520 | . | ‡aFeaturing real-world examples, the book contains all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. | |
650 | 0. | ‡aCustomer services. | |
650 | 7. | ‡aCustomer services. ‡2fast ‡0(OCoLC)fst00885545 | |
700 | 1 | . | ‡aThomas, Ann, ‡d1951- |
700 | 1 | . | ‡aApplegate, Jill. |
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938 | . | ‡aCoutts Information Services ‡bCOUT ‡n17698209 | |
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