Delivering Knock Your Socks Off Service

This bright and breezy service primer has proven itself a big hit with front-line service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure the "good service" message gets across loud and clear. Using anecdotes, cartoons, and checklists the book make its point: "As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or break the company." With a mix of inspiration and concrete techniques readers can put to use the very day they get it, the book shows how to: ** use the power of listening to help customers ** use words effectively -- to soothe, reassure, and communicate ** personalize service without getting emotionally involved ** master the Art of Calm ** make service more than just "being nice" and really deliver tangible benefits to the customer The second edition is completely updated and includes new information on: e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the "customer from hell"!
ASIN: 0814479707
VSKU: 56JTFY002GCM_ns
Condition: Good
Author/Artist:Anderson, Kristin|Zemke, Ron
Binding: Paperback
Note: Any images shown are stock photographs and product may differ from what is shown.
Condition Notes: This book is in good condition with very minimal damage. Integrity of the book is in good condition with no missing pages. Pages can have minimal notes or highlighting. Cover image on the book may vary. Ships out quickly in a secure plastic mailer!