| 101 Activities for Delivering Knock Your Socks Off Service Special Edition Contributor(s): Thomas, Ann (Author), Applegate, Jill (Author) |
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ISBN: 0814414443 ISBN-13: 9780814414446 Publisher: Amacom OUR PRICE: $35.14 Product Type: Paperback Published: June 2009 |
| Additional Information |
| BISAC Categories: - Business & Economics | Customer Relations - Business & Economics | Training - Business & Economics | Consumer Behavior - General |
| Dewey: 658.812 |
| LCCN: 2008053482 |
| Physical Information: 0.91" H x 7.36" W x 9.16" (1.70 lbs) 384 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: Today's customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the bestselling Knock Your Socks Off Service(R) series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to meet their customers' needs. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service. You'll discover how to create an action plan for improvement, reviewing topics such as: how to say no, empathy vs. sympathy, service recovery, listening, email and telephone skills, customers from hell, winning words and soothing phrases, anticipating customer needs, building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results. |
Contributor Bio(s): Applegate, Jill: - Jill Applegate of Performance Research Associates, Inc. (Minneapolis, MN) carry on the legacy begun in 1972 by the late service legend, Ron Zemke. The firm consults with corporations and nonprofits of all sizes around the globe.Thomas, Ann: - Ann Thomas of Performance Research Associates, Inc. (Minneapolis, MN) carries on the legacy begun in 1972 by the late service legend, Ron Zemke. The firm consults with corporations and nonprofits of all sizes around the globe. |