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101 Activities For Delivering Knock Your Socks Off Service
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Book Synopsis 101 Activities for Delivering Knock Your Socks Off Service by : Ann Thomas
Download or read book 101 Activities for Delivering Knock Your Socks Off Service written by Ann Thomas and published by Amacom. This book was released on 2009 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 bestselling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to meet their customers' needs. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service. You'll discover how to create an action plan for improvement, reviewing topics such as: how to say no, empathy vs. sympathy, service recovery, listening, email and telephone skills, customers from hell, winning words and soothing phrases, anticipating customer needs, building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results.
Author :Performance Research Associates Publisher :AMACOM Div American Mgmt Assn ISBN 13 :0814414451 Total Pages :382 pages Book Rating :4.8/5 (144 download)
Book Synopsis 101 Activities for Delivering Knock Your Socks Off Service by : Performance Research Associates
Download or read book 101 Activities for Delivering Knock Your Socks Off Service written by Performance Research Associates and published by AMACOM Div American Mgmt Assn. This book was released on 2009-06-17 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 with the practical tools and cost-effective training required to help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting customer needs • building reliability • customer feedback • keeping a stress log • and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results.
Author :PERFORMANCE RESEARCH ASSOCIATES Publisher :AMACOM Div American Mgmt Assn ISBN 13 :0814417566 Total Pages :266 pages Book Rating :4.8/5 (144 download)
Book Synopsis Delivering Knock Your Socks Off Service by : PERFORMANCE RESEARCH ASSOCIATES
Download or read book Delivering Knock Your Socks Off Service written by PERFORMANCE RESEARCH ASSOCIATES and published by AMACOM Div American Mgmt Assn. This book was released on 2011-10-29 with total page 266 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who would’ve thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, Delivering Knock Your Socks Off Service has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. 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 • Becoming a listening post • Coping effectively with “customers from hell” With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.
Author :Performance Associates, Inc Publisher :AMACOM Div American Mgmt Assn ISBN 13 :0814417558 Total Pages :241 pages Book Rating :4.8/5 (144 download)
Book Synopsis Delivering Knock Your Socks Off Service by : Performance Associates, Inc
Download or read book Delivering Knock Your Socks Off Service written by Performance Associates, Inc and published by AMACOM Div American Mgmt Assn. This book was released on 2012 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
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Book Synopsis 50 Activities for Achieving Excellent Customer Service by : Darryl S. Doane
Download or read book 50 Activities for Achieving Excellent Customer Service written by Darryl S. Doane and published by Human Resource Development. This book was released on 2003 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
Book Synopsis Quality Yearbook 1995 by : James W. Cortada
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Book Synopsis Customer Service Training 101 by : Renee Evenson
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
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