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101 activities for delivering knock your socks off service

Author: Ann Thomas; Jill Applegate; Performance Research Associates.
Publisher: New York : American Management Association, ©2009.
Edition/Format:   Print book : EnglishView all editions and formats
"The ultimate activity guide to mastering the art of exceptional customer service. 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  Read more...

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Additional Physical Format: Online version:
Thomas, Ann, 1951-
101 activities for delivering knock your socks off service.
New York : American Management Association, ©2009
Document Type: Book
All Authors / Contributors: Ann Thomas; Jill Applegate; Performance Research Associates.
ISBN: 9780814414446 0814414443
OCLC Number: 290435740
Notes: Includes index.
Description: xiv, 367 pages : illustrations ; 24 cm
Contents: Machine generated contents note: Our Thanks --
Introduction: About This Book --
Sect. 1 The Fundamentals of Knock Your Socks Off Service --
1.What Customers Want, What Customers Expect --
2.Who's Your Customer? --
3.Knock Your Socks Off Service --
4.Customers' Ever-Changing Needs --
5.The RATER Factors --
6.How Do I RATE? --
7.The Value of Reliability --
8.Reliability: Promises, Promises --
9.Reliability: Secret Shopper --
10.Assurance: The Language of Competence --
11.Assurance: The Knowledge Game --
12.Assurance: Secret Shopper --
13.Tangibles: Take a Field Trip --
14.Tangibles: Sensory Perception --
15.Tangibles: Customer Feedback --
16.Tangibles: Secret Shopper --
17.Empathy vs. Sympathy --
18.Empathy: Building a Statement --
19.Empathy: Scripting Tough Situations --
20.Empathy: Partnering for Practice --
21.Responsiveness: Identifying the Barriers --
22.Responsiveness: Proactive vs. Reactive --
23.Responsiveness: Role-Play --
24.RATER Self-Assessment Note continued: 25.The Ten Deadly Sins of Service --
26.The Customer Is Always... the Customer --
27.Educating Your Customer --
28.Filling the Knowledge Gap --
Sect. 2 The How-To's of Knock Your Socks Off Service --
29.Good Question: Honesty --
30.Identify the Rules: Red Rules/Blue Rules --
31.Making Exceptions --
32.Why Customers Don't Trust --
33.Create an Environment of Trust --
34.Barriers to Effective Listening --
35.Go Ahead, I'm Listening --
36.Follow My Lead --
37.Listening: Taking a Mental Detour --
38.Crafting the Best Questions --
39.The Name Came --
40.Who Knows? --
41.How Did I Do? --
42.When Questions Go Wrong --
43.Winning Words and Soothing Phrases --
44.Scripting Better Responses --
45.Give a Nonverbal Cue! --
46.Face-to-Face Charades --
47.Receiving Nonverbal Cues --
48.Telephone Checklist --
49.Be a Standout on the Phone --
50.Just Phone Home! --
51.Telephone Etiquette: Secret Shopper --
52.Tongue Twisters with a Twist --
53.E-Mail vs. Telephone Note continued: 54.Written Communication Review --
55.Practice E-Mail Communications --
56.E-Mail Etiquette --
57.Communication Sensitivity --
58.It's a Small World --
59.The Generational Divide --
60.Generations at Work --
61.Saying "No," Positively --
Sect. 3 Seamless Knock Your Socks Off Service --
62.Communicating Across Functions --
63.Hitting the Target --
64.Visit an Internal Customer --
65.It's Not My Job --
66.Mindbenders --
67.It's All About Kindness --
68.Details, Details, Details --
69.Creating a Cycle of Service --
70.Analyzing Moments of Truth --
71.Details That Make a Difference --
72.Value-Added Service --
73.Good Selling Is Good Service --
74.So Many People to Thank --
75.Making "Thank You" Personal --
76.Thank-You Round Robin --
Sect. 4 The Problem-Solving Side of Knock Your Socks Off Service --
77.The Service Recovery Process --
78.How Ready Are You to Recover? --
79.Using the Well-Placed "I'm Sorry" --
80.Finding the Right Fix Note continued: 81.Putting Recovery Knowledge into Action --
82.Tell Me a Story --
83.Make Customers Your Partners in Problem Solving --
84.Maximize Your Web Site Impact --
85.Matching Atonement to the Error --
86.Fix the Customer First, Then the Problem --
87.Fix the Customer Role-Play --
88.Calming Obnoxious Customers --
89.Customers From Hell Hall of Shame --
90.Difficult Customer Match Game --
91.A Question of Control --
Sect. 5 Knock Your Socks Off Fitness --
92.Stress Reducers --
93.Create a Stress Log --
94.Coping with Change --
95.The Web of Support --
96.The Power of Positive Talk --
97.Keep It Professional --
98.Learning Assessment --
99.The Power of Curiosity --
100.For All You Do, This Note's For You --
101.What's Important to Me?.
Other Titles: One hundred one activities for delivering knock your socks off service
Responsibility: Performance Research Associates ; Ann Thomas and Jill Applegate.


From the bestselling Knock Your Socks Off Service series, this valuable tool book includes a plethora of fast and effective activities that teach customer service professionals how to provide  Read more...


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