Book description
Create a service advantage with the help of customer service guru Ron Zemke.
Table of contents
- Cover Page
- Title Page
- Copyright Page
- Contents
- About This Course
- How to Take This Course
- Pre-Test
- 1 Serving Customers
-
2 Principles of Knock Your Socks Off Service
- Introduction
- RATER Factors
- Reliability: Keeping the Service Promise
- Assurance: Building Customer Trust
- Tangibles: Taking Pride in Appearances
- Empathy: Seeing Things from the Customer’s Point of View
- Responsiveness: Helping the Customer Promptly
- Quality Customer Service Self-Assessment and Action Plan
- The Ten Deadly Sins of Customer Service
- Recap
- Review Questions
- 3 The Rules of Knock Your Socks Off Service
- 4 Communicating with the Customer
- 5 Smart Answers to Tough Customer Questions
- 6 Educating the Customer
- 7 The Problem Solving Side of Knock Your Socks Off Service
- 8 Knock Your Socks Off Service Fitness: Taking Care of You
- Key Terms
- Recommended Resources
- Post-Test
- Index
Product information
- Title: Delivering Knock Your Socks Off Service
- Author(s):
- Release date: January 2001
- Publisher(s): AMA Self-Study
- ISBN: 9780761213390
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