Includes index.

Includes bibliographical references and index.

Machine generated contents note: Our Thanks -- Introduction: About This Book -- Sect. 1 The Fundamentals of Knock Your Socks Off Service -- 1.What Customers Want, What Customers Expect -- 2.Who's Your Customer? -- 3.Knock Your Socks Off Service -- 4.Customers' Ever-Changing Needs -- 5.The RATER Factors -- 6.How Do I RATE? -- 7.The Value of Reliability -- 8.Reliability: Promises, Promises -- 9.Reliability: Secret Shopper -- 10.Assurance: The Language of Competence -- 11.Assurance: The Knowledge Game -- 12.Assurance: Secret Shopper -- 13.Tangibles: Take a Field Trip -- 14.Tangibles: Sensory Perception -- 15.Tangibles: Customer Feedback -- 16.Tangibles: Secret Shopper -- 17.Empathy vs. Sympathy -- 18.Empathy: Building a Statement -- 19.Empathy: Scripting Tough Situations -- 20.Empathy: Partnering for Practice -- 21.Responsiveness: Identifying the Barriers -- 22.Responsiveness: Proactive vs. Reactive -- 23.Responsiveness: Role-Play -- 24.RATER Self-Assessment

Note continued: 25.The Ten Deadly Sins of Service -- 26.The Customer Is Always... the Customer -- 27.Educating Your Customer -- 28.Filling the Knowledge Gap -- Sect. 2 The How-To's of Knock Your Socks Off Service -- 29.Good Question: Honesty -- 30.Identify the Rules: Red Rules/Blue Rules -- 31.Making Exceptions -- 32.Why Customers Don't Trust -- 33.Create an Environment of Trust -- 34.Barriers to Effective Listening -- 35.Go Ahead, I'm Listening -- 36.Follow My Lead -- 37.Listening: Taking a Mental Detour -- 38.Crafting the Best Questions -- 39.The Name Came -- 40.Who Knows? -- 41.How Did I Do? -- 42.When Questions Go Wrong -- 43.Winning Words and Soothing Phrases -- 44.Scripting Better Responses -- 45.Give a Nonverbal Cue! -- 46.Face-to-Face Charades -- 47.Receiving Nonverbal Cues -- 48.Telephone Checklist -- 49.Be a Standout on the Phone -- 50.Just Phone Home! -- 51.Telephone Etiquette: Secret Shopper -- 52.Tongue Twisters with a Twist -- 53.E-Mail vs. Telephone

Note continued: 54.Written Communication Review -- 55.Practice E-Mail Communications -- 56.E-Mail Etiquette -- 57.Communication Sensitivity -- 58.It's a Small World -- 59.The Generational Divide -- 60.Generations at Work -- 61.Saying "No," Positively -- Sect. 3 Seamless Knock Your Socks Off Service -- 62.Communicating Across Functions -- 63.Hitting the Target -- 64.Visit an Internal Customer -- 65.It's Not My Job -- 66.Mindbenders -- 67.It's All About Kindness -- 68.Details, Details, Details -- 69.Creating a Cycle of Service -- 70.Analyzing Moments of Truth -- 71.Details That Make a Difference -- 72.Value-Added Service -- 73.Good Selling Is Good Service -- 74.So Many People to Thank -- 75.Making "Thank You" Personal -- 76.Thank-You Round Robin -- Sect. 4 The Problem-Solving Side of Knock Your Socks Off Service -- 77.The Service Recovery Process -- 78.How Ready Are You to Recover? -- 79.Using the Well-Placed "I'm Sorry" -- 80.Finding the Right Fix

Note continued: 81.Putting Recovery Knowledge into Action -- 82.Tell Me a Story -- 83.Make Customers Your Partners in Problem Solving -- 84.Maximize Your Web Site Impact -- 85.Matching Atonement to the Error -- 86.Fix the Customer First, Then the Problem -- 87.Fix the Customer Role-Play -- 88.Calming Obnoxious Customers -- 89.Customers From Hell Hall of Shame -- 90.Difficult Customer Match Game -- 91.A Question of Control -- Sect. 5 Knock Your Socks Off Fitness -- 92.Stress Reducers -- 93.Create a Stress Log -- 94.Coping with Change -- 95.The Web of Support -- 96.The Power of Positive Talk -- 97.Keep It Professional -- 98.Learning Assessment -- 99.The Power of Curiosity -- 100.For All You Do, This Note's For You -- 101.What's Important to Me?.