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Delivering Knock Your Socks Off Service


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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:


4 Knock Your Socks Off Service Is:


5 Knock Your Socks Off Service Is:


6 Knock Your Socks Off Service Is:


7 Knock Your Socks Off Service Is:


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 Taking Ownership of Your Service


13 Become a Listening Post

14 Asking Intelligent Questions

15 Winning Words and Soothing Phrases

16 Facts for Face-to-Face

17 Tips for Telephone Talk

18 It's a Small World: Culturally

Sensitive Service

19 The Generational Divide: Serving

Age-Diverse Customers

Part Three: Communicating Knock Your

Socks Off Service

20 Co-Workers as Partners:

Communicating Across Functions

21 Exceptional Service Is in the Details

22 Good Selling Is Good Service-Good

Service Is Good Selling

23 Communicating with Customers

in the Digital Age

24 Putting Your Best E-Mail Foot Forward

25 Responding Positively to Negative


26 Never Underestimate the Value

of a Sincere Thank-You

Part Four: The Problem-Solving Side of Knock

Your Socks Off Service

27 Be a Fantastic Fixer

28 The Axioms of Service Recovery

29 Use the Well-Placed "I'm Sorry"

30 Fix the Person

31 Fair-Fix the Problem

32 Service Recovery in the Digital Age

33 Recovery: Social Media Style

34 Customers from Hell (R) Are

Customers, Too

35 The Customers from Hell (R) Hall

of Shame

Part Five: Knock Your Socks Off Service Fitness:

Taking Care of You

36 Master the Art of Calm

37 Keep It Professional

38 The Competence Principle:

Always Be Learning

39 Party Hearty Activities Connections

"The Knock Your Socks Off" Library


About Performance Research Associates, Inc.

About the Editors

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.


"A book packed with practical gems. There's a lot of meat in this book." --ABA Banking Journal

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