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

By Performance Research Associates

An exploration of the rules of excellent customer support. This 3rd variation includes new chapters on: providing knock-your-socks-off e-service; developing belief along with your purchaser; and repair restoration expectancies. The tales and examples are up-to-date, and there are cartoons by means of John Bush.

Show description

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

Similar research books

The Easy Guide to Repertory Grids

A simple creation to the robust psychological mapping software of repertory grid procedure. Repertory grid process is a approach for selecting, intimately, what you or someone else fairly thinks approximately a topic. you should use it as a device for private discovery, as a tool for staff development actions, or as a problem-solving relief.

Operations Research Proceedings 2010: Selected Papers of the Annual International Conference of the German Operations Research Society

This booklet includes chosen papers from the symposium "Operations study 2010" which used to be held from September 1-3, 2010 on the "Universität der Bundeswehr München", Germany. The overseas convention, which additionally serves because the annual assembly of the German Operations study Society (GOR), attracted greater than six hundred members from greater than thirty international locations.

Genetic Research in Psychiatry: “2. Münchner Genetikgespräche” September 12 – 15, 1991 C.I.N.P. President’s Workshop

Significant and interesting advances in psychiatric genetics have been mentioned at a 3-day foreign workshop. The the world over well known editors assembledan remarkable record of experts, all of whom are major of their topic. reports and brief articles which tension specified difficulties or new learn effects were introduced jointly during this booklet, additionally together with extensive discussions of the several themes.

Meanings and Motivation in Education Research

Meanings and Motivation in schooling study demonstrates the colourful and important connection among the researcher and their examine. examine is frequently perceived as an entity that's probably produced in isolation; although, there are lots of very important elements that are concerned, and this e-book explores the complexities of investigating the explicit components of which means and motivation for researchers operating within the schooling area.

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

Example text

Twenty minutes with a physician or auto mechanic isn’t necessarily better or worse than ten minutes or thirty minutes. It’s the quality of what is accomplished, not the quantity of the time involved. One of the major complications in providing service comes from the fact that so much of it is intangible. Yet in every service encounter, there are tangibles before, during, and after the fact that affect the way customers judge the quality of the service you’re providing. If you work in a hotel and a customer asks you for directions to an off-property restaurant and you point the way, that’s intangible.

Respect your customer’s time and you’ll find they respect you in return. • • • • • • Baber’s Rules of Customer Service Make the customers feel heard. Make the customers feel understood. Make the customers feel liked. Make the customers feel respected. Make the customers feel helped. Make the customers feel appreciated and respected. —Michael Baber Integrated Business Leadership Through Cross Marketing 10 The Customer Is Always . . The Customer Our Policy Rule 1: The customer is always right! Rule 2: If the customer is ever wrong, reread Rule 1.

Make sure they get it now. “I’m glad you brought this to my attention. The information you needed was here in your packet, but I can see how it would be easy to miss, buried under so many other papers. ” Or “I’m sorry you aren’t happy with your Pez™ dispenser, but the head is supposed to go back like 44 THE FUNDAMENTAL PRINCIPLES that—that’s how the candy is dispensed. ” TIP: You can’t educate the irate. ” Choosing to educate at the wrong moment is a sure way to add to the customer’s upset. Look for ways to avoid embarrassing the customer when they have made a mistake or misunderstand something.

Download PDF sample

Rated 4.43 of 5 – based on 29 votes