101 Activities for Delivering Knock Your Socks Off Service

101 Activities for Delivering Knock Your Socks Off Service
Author: Ann Thomas
Publisher: Amacom
Total Pages: 383
Release: 2009
Genre: Business & Economics
ISBN: 0814414443

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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® 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.

101 Activities for Delivering Knock Your Socks Off Service

101 Activities for Delivering Knock Your Socks Off Service
Author: Performance Research Associates
Publisher: AMACOM Div American Mgmt Assn
Total Pages: 382
Release: 2009-06-17
Genre: Business & Economics
ISBN: 0814414451

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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 best-selling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting 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.

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service
Author: PERFORMANCE RESEARCH ASSOCIATES
Publisher: AMACOM Div American Mgmt Assn
Total Pages: 266
Release: 2011-10-29
Genre: Business & Economics
ISBN: 0814417566

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Who would’ve thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, Delivering Knock Your Socks Off Service has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: • Exceeding customer needs and expectations • Determining the right times to bend or break the rules • Becoming fantastic fixers and powerful problem-solvers • Using the RATER factors to wow your customers • Understanding cultural and generational differences • Becoming a listening post • Coping effectively with “customers from hell” With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service
Author: Performance Associates, Inc
Publisher: AMACOM Div American Mgmt Assn
Total Pages: 241
Release: 2012
Genre: Business & Economics
ISBN: 0814417558

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In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't. For over two decades, Delivering Knock Your Socks Off Service has combined this timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, the book provides readers with proven tips and strategies for exceeding customer needs and expectations, determining the right times to bend or break the rules, becoming fantastic fixers and powerful problem-solvers, using the RATER factors to wow your customers, understanding cultural and generational differences, and coping effectively with your most challenging customers. Plus, the revised fifth edition delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.What is quality customer service--and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping customer service professionals deliver outstanding service that keeps customers coming back.

Small Business Sourcebook

Small Business Sourcebook
Author: Carol A. Schwartz
Publisher:
Total Pages: 880
Release: 1992-12
Genre: Business & Economics
ISBN: 9780810380783

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Quality Yearbook 1995

Quality Yearbook 1995
Author: James W. Cortada
Publisher: McGraw-Hill Companies
Total Pages: 838
Release: 1994-12
Genre: Business & Economics
ISBN: 9780070240469

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Library Journal

Library Journal
Author:
Publisher:
Total Pages: 624
Release: 2006
Genre: Libraries
ISBN:

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Includes, beginning Sept. 15, 1954 (and on the 15th of each month, Sept.-May) a special section: School library journal, ISSN 0000-0035, (called Junior libraries, 1954-May 1961). Also issued separately.

50 Activities for Achieving Excellent Customer Service

50 Activities for Achieving Excellent Customer Service
Author: Darryl S. Doane
Publisher: Human Resource Development
Total Pages: 274
Release: 2003
Genre: Customer services
ISBN: 9780874257373

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Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

Documentation Abstracts

Documentation Abstracts
Author:
Publisher:
Total Pages: 618
Release: 1994
Genre: Documentation
ISBN:

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Dance Lessons

Dance Lessons
Author: Chip R. Bell
Publisher: Berrett-Koehler Publishers
Total Pages: 239
Release: 1998-10-01
Genre: Business & Economics
ISBN: 1609941500

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From Chip R. Bell, the bestselling author of Customers as Partners , Managers as Mentors , and Managing Knock You rSocks Off Service , partnering with Heather Shea, the former president of The Tom Peters Group's training and consulting company Provides invaluable insights into the changing world of powerful partnering Offers tools, details techniques, and provides activities and resources to help you develop successful partnerships in every enterprise Partnerships are fast becoming the primary structure of contemporary business, as organizations partner with vendors, unions, customers, and even competitors to take advantage of short-term market opportunities, leverage intellectual capital, and create more flexible and innovative enterprises. In this important guide, authors Chip Bell and Heather Shea offer an in-depth look at how we can successfully manage partnerships and build them with substance-passion, quality, heart, and soul. While many other books have examined the rational, logical, analytical sides of partnership, none has fully explored the irrational, illogical, emotional sides, which are most often what cause partnerships to falter or fail. Dance Lessons is a comprehensive guide to the interpersonal side of partnerships, revealing exactly how the champions choreograph their partnership dances for show-stopping performances. It features: new perspectives to help you decide if partnership is right for you exciting tools for selecting the right form of partnership important techniques to help you get emotionally prepared to partner smart ways to accurately pick good partners engaging activities to help you practice your partnership skills effective methods for dealing with difficult partners and partnerships vital cues that let you know when the partnership is ready to end, and helpful tips on how to end it insights on how to manage external factors that effect partnership success practical resources to help you continue to learn about effective partnering Dance Lessons shows how to develop meaningful, ethical, and soulful partnerships in every interaction throughout your work and your life.