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