Description: 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 customerThe 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"!
Price: 10.99 USD
Location: Broomfield, Colorado
End Time: 2024-05-26T23:18:06.000Z
Shipping Cost: 5.84 USD
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Return shipping will be paid by: Buyer
All returns accepted: Returns Accepted
Item must be returned within: 30 Days
Refund will be given as: Money back or replacement (buyer's choice)
Return policy details:
Country/Region of Manufacture: United States
Edition: Second Edition
Book Title: Delivering Knock Your Socks OFF! Service
Item Length: 9in.
Item Height: 0.5in.
Item Width: 6in.
Author: Kristin Anderson, Ron Zemke
Format: Trade Paperback
Language: English
Features: Revised
Topic: Customer Relations
Publisher: Amacom
Publication Year: 1997
Genre: Business & Economics
Item Weight: 9 Oz
Number of Pages: 160 Pages
