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Delivering knock your socks off service [electronic resource] /
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| 자료유형 | E-Book |
|---|---|
| 개인저자 | Bush, John, illustrator. Thomas, Ann, 1951, editor. Applegate, Jill, editor. |
| 단체저자명 | Performance Research Associates. |
| 서명/저자사항 | Delivering knock your socks off service[electronic resource] /Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate. |
| 발행사항 | New York : American Management Association, c2012. |
| 형태사항 | 1 online resource (xiii, 224 pages, 2 unnumbered pages) : illustrations. |
| 총서사항 | Knock your socks off |
| ISBN | 0814417566 (electronic bk.) 9780814417560 (electronic bk.) |
| 일반주기 |
Title from e-book t.pages (viewed Nov. 6, 2011).
Includes index. |
| 서지주기 | Includes bibliographical references and index. |
| 내용주기 | The fundamental principles of knock your socks off service -- The how-to's of knock your socks off service -- Communicating knock your socks off service -- The problem-solving side of knock your socks off service -- Knock your socks off service fitness: taking care of you. 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 . |
| 일반주제명 | Customer services. Business. BUSINESS & ECONOMICS -- Customer Relations. |
| 언어 | 영어 |
| 기타형태 저록 | Print version:Delivering knock your socks off service.20th anniversary ed.New York : American Management Association, c20129780814417553 |
| 대출바로가기 | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=392641 |
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