The classic customer service book with over half a million copies sold, now updated!

Description

With so many choices available to them, today's customers are smarter and more demanding than ever before, putting repeat business at risk. In order to keep them coming back, you can't just give them good, or even great, customer service…you have to knock their socks off!

Completely updated with all new techniques that will help you successfully work with even the most difficult customers, Delivering Knock Your Socks Off Service provides proven tips and strategies for:

• • meeting customers’ expectations and satisfying their needs

• • becoming easier to do business with

• • determining the right times to bend or break the rules

• • becoming fantastic fixers and powerful problem-solvers

• • coping effectively with "customers from hell."

Written in the same accessible and humorous style that made this book a classic, the fourth edition features fresh anecdotes and never-before-seen illustrations by cartoonist John Bush, as well as brand-new chapters on important topics including the generational divide, serving customers around the globe, and communicating effectively with coworkers across functions in other departments.

Now more powerful than ever, this indispensable guide shows you how to provide better service than your customers have ever imagined.

Praise for Delivering Knock Your Socks Off Service

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

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

Extended Copyright Information

Copyright 2007 by Performance Research Associates, Inc.

All rights reserved.

Previously published by Amacom.

This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019.

Artwork copyright 2006 by John Bush.

About the Author

Performance Research Associates (PRA), founded in 1972 by the late Ron Zemke, author of nearly 40 books on service quality and organizational effectiveness and one of the leaders of the American customer service revolution, consults with large and medium-sized corporations and nonprofit organizations on service quality, customer loyalty, and creating a customer-driven culture. PRA conducts organizational effectiveness and customer retention studies and creates customer retention strategies for a who’s who of clients including GlaxoSmith-Kline, First Union Corporation, Hartsfield Jackson Atlanta International Airport, American Express Financial Advisors, Price-WaterhouseCoopers, Prudential Insurance, Harley-Davidson, Bennington Capital Management, Dun & Bradstreet, CUNA, Wachovia Bank & Trust, Roche Diagnostic Systems, Oppen-heimer Funds, Microsoft, Broadbase Software, General Reinsurance, Motorola, Universal Studios Theme Parks, Deluxe Corporation, and Turner Broadcasting System.

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Opening Lines (Experimental)

It’s not enough to merely satisfy the customer; customers must be ‘delighted’ surprised by having their needs not just met, but exceeded.
_Serving Customers_. The two words cover so much. Answering questions. Solving problems. Untangling corporate logjams. Fixing what’s broken and finding ...

Copyright

Copyright 2007 by Performance Research Associates, Inc.

All Rights Reserved.