| LDR | | 04430cmm uu200565Ia 4500 |
| 001 | | 000000300249 |
| 003 | | OCoLC |
| 005 | | 20230519140555 |
| 006 | | m o d |
| 007 | | cr |n| |
| 008 | | 111025s2012 nyua ob 001 0 eng d |
| 019 | |
▼a 772190296 |
| 020 | |
▼a 0814417566 (electronic bk.) |
| 020 | |
▼a 9780814417560 (electronic bk.) |
| 020 | |
▼z 9780814417553 |
| 029 | 1 |
▼a NZ1
▼b 14114917 |
| 035 | |
▼a (OCoLC)759037188 |
| 037 | |
▼a CL0500000120
▼b Safari Books Online |
| 040 | |
▼a YDXCP
▼b eng
▼c YDXCP
▼d N$T
▼d MNM
▼d EBLCP
▼d CDX
▼d E7B
▼d UMI
▼d TEFOD
▼d REDDC
▼d OCLCQ
▼d CUS
▼d HF9
▼d 248032 |
| 049 | |
▼a K4RA |
| 050 | 4 |
▼a HF5415.5
▼b .A53 2012eb |
| 072 | 7 |
▼a BUS
▼x 018000
▼2 bisacsh |
| 082 | 04 |
▼a 658.8/12
▼2 22 |
| 245 | 00 |
▼a Delivering knock your socks off service
▼h [electronic resource] /
▼c Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate. |
| 260 | |
▼a New York :
▼b American Management Association,
▼c c2012. |
| 300 | |
▼a 1 online resource (xiii, 224 pages, 2 unnumbered pages) :
▼b illustrations. |
| 490 | 1 |
▼a Knock your socks off |
| 500 | |
▼a Title from e-book t.pages (viewed Nov. 6, 2011). |
| 500 | |
▼a Includes index. |
| 504 | |
▼a Includes bibliographical references and index. |
| 505 | 0 |
▼a 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. |
| 505 | 0 |
▼a 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 . |
| 650 | 0 |
▼a Customer services. |
| 650 | 4 |
▼a Business. |
| 650 | 7 |
▼a BUSINESS & ECONOMICS
▼x Customer Relations.
▼2 bisacsh |
| 655 | 4 |
▼a Electronic books. |
| 700 | 1 |
▼a Bush, John,
▼e illustrator. |
| 700 | 1 |
▼a Thomas, Ann,
▼d 1951,
▼e editor. |
| 700 | 1 |
▼a Applegate, Jill,
▼e editor. |
| 710 | 2 |
▼a Performance Research Associates. |
| 776 | 08 |
▼i Print version:
▼t Delivering knock your socks off service.
▼b 20th anniversary ed.
▼d New York : American Management Association, c2012
▼z 9780814417553
▼w (DLC) 2011014619
▼w (OCoLC)711989049 |
| 830 | 0 |
▼a Knock your socks off. |
| 856 | 40 |
▼3 EBSCOhost
▼u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=392641 |
| 938 | |
▼a YBP Library Services
▼b YANK
▼n 7133678 |
| 938 | |
▼a EBL - Ebook Library
▼b EBLB
▼n EBL782024 |
| 938 | |
▼a Coutts Information Services
▼b COUT
▼n 19910011 |
| 938 | |
▼a ebrary
▼b EBRY
▼n ebr10502096 |
| 938 | |
▼a EBSCOhost
▼b EBSC
▼n 392641 |
| 990 | |
▼a 관리자 |
| 994 | |
▼a 92
▼b K4R |