FREE shipping on all orders through 12/3! (continental U.S. only)
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 b... Read 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 business professionals deliver outstanding customer service that keeps customers coming back.
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, this book has combined 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, Delivering Knock Your Socks Off Service provides you 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.
Delivering Knock Your Socks Off Service delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.
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)0.58 lb
Case Weight (lbs)28.04 lb
Dimensions 9.0(h) x
How our s work
eBook Details: 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. To log in, select OTHER SIGN IN/LOGIN OPTIONS and then click SIGN IN/LOG IN WITH HARPERCOLLINS, 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).
At checkout, you will be prompted to create an account (or login to your existing Leadership Essentials account). You will use the same username and password to log in to the eCourse portal and access your courses.
After purchase, you will receive a confirmation email from us with a link to the portal and your eCourse(s).
Please note: If you are purchasing eCourses in bulk for your team or organization, please email email@example.com after your purchase with your order number and the name of your organization. We will be in touch with you to set up your team on the platform.
If you have questions about eCourses, feel free to reach out to us via Live Chat at the bottom right corner of your screen, by submitting a ticket to our customer service team, or by calling us at 1-800-250-5308. For more information check out our FAQs here.