Delivering Knock Your Socks Off Service

Performance Research Associates The best-selling front-line customer service book ever published is now better than ever! More than a decade after Delivering Knock Your Socks Off Service first showed how to provide blue-ribbon customer service, it's time to take your service strategy to the next level by applying the winning Knock Your Socks Off formula to the new demands of 21st-century business. Once again, Delivering Knock Your Socks Off Service reveals how to: * Become a fantastic fixer and a powerful problem solver. (Take positive action to bring disappointed customers back to a state of satisfaction.) * Ask your customers intelligent questions-and get the most useful information out of their answers. * Cope with "customers from hell" (from "Please give me a chance to help you" to "I'm sorry we couldn't find a way to work together"). * Avoid The 10 Deadly Sins of Customer Service. (Example: "I don't know" loses customers; "I don't know, but I'll find out" keeps them.) The Third Edition also features all-new chapters on: * Delivering Knock Your Socks Off E-Service * Creating Trust with Your Customer * Service Recovery Expectations, and * Putting Your Best E-Mail Foot Forward plus lots of new and updated stories, real-world examples, and humorous new illustrations by cartoonist John Bush. Today's customer is smarter, more demanding, and more mobile than ever. But the third edition of Delivering Knock Your Socks Off Service-featuring the breezy, accessible style that's helped make this book a customer service classic-gives you all the strategies, techniques, and tips you'll need to satisfy and delight those online, telephone, and in-person customers, and keep them coming back.Anderson, Kristin is the author of 'Delivering Knock Your Socks Off Service', published 2002 under ISBN 9780814407653 and ISBN 081440765X.