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.

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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.

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