Press "Enter" to skip to content

Download Delivering Knock Your Socks Off Service (Knock Your Socks by Performance Research Associates PDF

By Performance Research Associates

An exploration of the foundations of excellent customer support. This 3rd version comprises new chapters on: offering knock-your-socks-off e-service; developing belief together with your shopper; and repair restoration expectancies. The tales and examples are up-to-date, and there are cartoons by way of John Bush.

Show description

Read or Download Delivering Knock Your Socks Off Service (Knock Your Socks Off Series), 3rd edition PDF

Best research books

Metastasis Research Protocols: Volume II: Analysis of Cell Behavior In Vitro and In Vivo

Even supposing 90 percentage of deadly melanoma situations contain the unfold of a main tumor, the formation of metastases remains to be a poorly understood, advanced strategy and an important challenge within the therapy of melanoma sufferers. In Metastasis examine Protocols, best foreign investigators describe intimately the main equipment had to examine why and the way metastasis happens.

Recent Progress in Atherosclerosis Research

This monograph on contemporary development in atherosclerosis examine provides state-of-the artwork morphological investigations at the cells and their metabolism within the atherosclerotic plaque in situ. The spectrum of equipment contains immunohistologic and immunoelectron microscopic investigations at the localization of apolipoproteins within the cells of the arterial intima, proposing new information at the lipoprotein metabolism in plaque.

Topics in Statistical Simulation: Research Papers from the 7th International Workshop on Statistical Simulation

The dep. of Statistical Sciences of the collage of Bologna in collaboration with the dep. of administration and Engineering of the college of Padova, the dep. of Statistical Modelling of Saint Petersburg kingdom collage, and INFORMS Simulation Society backed the 7th Workshop on Simulation.

Additional info for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series), 3rd edition

Example text

Nothing appealed to her. She called room service and asked if she could have a plain broiled chicken breast with a small salad. “I don’t see that on the menu,” the room service waiter responded. “It’s not,” she replied, “but it’s what I’d really like to have. ” Silence. ” To make a long story short, she didn’t end up with a room service meal that night. But the room service personnel at many hotels since then have easily and cheerfully accommodated similar requests. Guess which hotel in Kansas City she tells people to avoid?

So, too, is trying to force a customer to make a buying decision. Knowledge is a tool to help you serve customers better, not a bludgeon with which to beat them into submission. 6. ” There are no dumb questions, only dumb answers. When you rudely or insensitively cut off, put down, or demean customers for having a confused or wrong idea of what exactly they need or what you can do for them, you slam the door in their face. Next time, they’ll look for another door to walk their business through.

Customers expect that you will be able to recognize their needs as they express them and be 24 THE FUNDAMENTAL PRINCIPLES able to quickly align them with the services your organization provides. When things go wrong or don’t work, they expect you to know how to fix things—and fix them fast. Extra Points for Style A competent annual physical performed by a rude, disheveled, or distracted physician isn’t likely to be a satisfying experience for the patient, regardless of the technical excellence of the doctor.

Download PDF sample

Rated 4.75 of 5 – based on 46 votes