In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lay... Read More
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. Read Less
Contributor(s)Performance Research Associates , John Bush
About the Contributor(s)PERFORMANCE RESEARCH ASSOCIATES, INC., was founded in 1972 by the late Ron Zemke, author of nearly 40 books on service...PERFORMANCE RESEARCH ASSOCIATES, INC., was founded in 1972 by the late Ron Zemke, author of nearly 40 books on service quality and organizational effectiveness.show more
Weight (lbs)0.81 lb
Case Weight (lbs)38.84 lb
Dimensions 9.0(h) x
eBooks purchased here are fulfilled by our partner, Glose. Please note that:
For all eBook purchases, you will be prompted to create an account or login with your existing Leadership Essentials username and password. This ensures accurate delivery of your items.
To access your eBook(s) after purchasing, you can download the free Glose app or read instantly on your browser by logging into Glose.com using the same email address and password used for your Leadership Essentials account.
E-Books fulfilled through Glose cannot be printed, downloaded as PDF, or read in other digital readers (like Kindle or Nook).