101 Activities for Delivering Knock Your Socks Off Service

by Ann Thomas, Jill Applegate

On Sale: June 17, 2009

Price: $36.99

Format: Paperback

Book Summary

From the bestselling Knock Your Socks Off Service series, this valuable tool book includes a plethora of fast and effective activities that teach customer service professionals how to provide world-class service.

About the Book

The latest addition to the bestselling Knock Your Socks Off Service series, this book provides you with the practical tools and cost-effective training required to meet their customers' needs.

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? 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.

In 101 Activities for Delivering Knock Your Socks Off 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,
  • and anticipating customer needs.

This invaluable resource also gives you information on building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results.

Product Details

  • ISBN: 9780814414446
  • ISBN 10: 0814414443
  • On Sale: June 17, 2009
  • Pages: 384
  • List Price: $36.99
  • Trim Size: 190.000mm x 235.000mm x 22.000mm
  • Category 1 : BUSINESS & ECONOMICS / General
  • Category 2 : BUSINESS & ECONOMICS / Customer Relations
  • Category 3 : BUSINESS & ECONOMICS / Business Communication / General
  • Category 4 : BUSINESS & ECONOMICS / Consumer Behavior
  • Category 5 : BUSINESS & ECONOMICS / Decision-Making & Problem Solving
  • Category 6 : BUSINESS & ECONOMICS / Marketing / General