101 Activities for Delivering Knock Your Socks Off Service

Ann Thomas, Jill Applegate

ISBN 10: 0814414443 / ISBN 13: 9780814414446

Editore: HarperCollins Focus, US, 2018

The latest addition to the bestselling Knock Your Socks Off Service series, this book provides you with the practical tools and cost-effective training required to meet their customers' needs.Today's customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service.In 101 Activities for Delivering Knock Your Socks Off Service, you'll discover how to create an action plan for improvement, reviewing topics such as:how to say no,empathy vs. sympathy,service recovery,listening,email and telephone skills,customers from hell,winning words and soothing phrases,and anticipating customer needs.This invaluable resource also gives you information on building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results. Codice articolo LU-9780814414446

Riassunto:

The latest addition to the bestselling Knock Your Socks Off Service series, this book provides you with the practical tools and cost-effective training required to meet their customers' needs.

Today’s customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service.

In 101 Activities for Delivering Knock Your Socks Off Service, you’ll discover how to create an action plan for improvement, reviewing topics such as:

• how to say no,
• empathy vs. sympathy,
• service recovery,
• listening,
• email and telephone skills,
• customers from hell,
• winning words and soothing phrases,
• and anticipating customer needs.

This invaluable resource also gives you information on building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results.

Informazioni sull?autore:

Ann Thomas and Jill Applegate of Performance Research Associates, Inc. (Minneapolis, MN) carry on the legacy begun in 1972 by the late service legend, Ron Zemke. The firm consults with corporations and nonprofits of all sizes around the globe.

Dati bibliografici

Titolo: 101 Activities for Delivering Knock Your ...
Casa editrice: HarperCollins Focus, US
Data di pubblicazione: 2018
Legatura: Paperback
Condizione: New