Publisher's Synopsis
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.
