Table of Contents

"Our Thanks Part One: The Fundamental Principles of Knock Your Socks Off Service 1 The Only Unbreakable Rule: To the Customer You Are the Company 2 Know What Knock Your Socks Off Service Is 3 Knock Your Socks Off Service Is: Reliable 4 Knock Your Socks Off Service Is: Responsive 5 Knock Your Socks Off Service Is: Reassuring: The Assurance Factor 6 Knock Your Socks Off Service Is: Empathetic 7 Knock Your Socks Off Service Is: Tangibles 8 The Customer Is Always...The Customer Part Two: The How To's of Knock Your Socks Off Service 9 Honesty Is the Only Policy 10 All Rules Were Meant to Be Broken (Including This One) 11 Creating Trust in an Insecure, Suspicious World 12 Do the Right Thing... Regardless 13 Listening Is a Skill -- Use It 14 Ask Intelligent Questions 15 Winning Words and Soothing Phrases 16 Facts for Face to Face 17 Tips for Telephone Talk 18 Putting Pen to Paper or Fingers to the Keyboard 19 Putting Your Best E-Mail Foot Forward 20 It's a Small World: Culturally Sensitive Service 21 The Generational Divide: Serving Age-Diverse Customers Part Three: Delivering Seamless Socks Off Service 22 Coworkers as Partners: Communicating Across Functions 23 Exceptional Service Is in the Details 24 Good Selling Is Good Service -- Good Service Is Good Selling 25 Never Underestimate the Value of a Sincere Thank-You Part Four: The Problem-Solving Side of Knock Your Socks Off Service 26 Be a Fantastic Fixer 27 Use the Well-Placed "I'm Sorry " 28 The Axioms of Service Recovery 29 Service Recovery on the Internet 30 Fix the Person 31 Fair-Fix the Problem 32 Customers From Hell(r) Are Customers, Too 33 The Customers From Hell(r) Hall of Shame Part Five: Knock Your Socks Off Service Fitness: Taking Care of You 34 Master the Art of Calm 35 Keep It Professional 36 The Competence Principle: Always Be Learning 37 Party Hearty Resources About Performance Research Associates Index"

About the Author

Performance Research Associates, Inc. was founded in 1972 by the late Ron Zemke, author of nearly 40 books on service quality and organizational effectiveness. The firm consults with large and medium-sized corporations and non-profits.

Reviews

..".provides companies with invaluable guidance that will help every business work successfully with today's smarter, more demanding customers and satisfy them wherever they are....this front-line customer service book helps businesses create a service advantage." -CRM Magazine

..".A must read for retailers working with today's challenging customers." -Retail News Magazine

..".provides companies with invaluable guidance that will help every business work successfully with today's smarter, more demanding customers and satisfy them wherever they are....this front-line customer service book helps businesses create a service advantage." -"CRM Magazine"

."..provides companies with invaluable guidance that will help every business work successfully with today's smarter, more demanding customers and satisfy them wherever they are....this front-line customer service book helps businesses create a service advantage." -"CRM Magazine"

..".A must read for retailers working with today's challenging customers." -"Retail News Magazine"

."..A must read for retailers working with today's challenging customers." -"Retail News Magazine"

“…provides companies with invaluable guidance that will help every business work successfully with today’s smarter, more demanding customers and satisfy them wherever they are….this front-line customer service book helps businesses create a service advantage.” -"CRM Magazine"

“…A must read for retailers working with today’s challenging customers.” -"Retail News Magazine"

.,."provides companies with invaluable guidance that will help every business work successfully with today's smarter, more demanding customers and satisfy them wherever they are....this front-line customer service book helps businesses create a service advantage." -"CRM Magazine"

.,."provides companies with invaluable guidance...this front-line customer service book helps businesses create a service advantage." -"CRM Magazine"

.,."A must read for retailers working with today's challenging customers." -"Retail News Magazine"