Get Delivering Knock Your Socks Off Service, 5th Edition PDF

By Performance Research Associates

ISBN-10: 0814417558

ISBN-13: 9780814417553

Who would've concept useful, enjoyable, easy-to-read customer support e-book may seize the hearts of millions of readers? Now, celebrating its twentieth anniversary, supplying Knock Your Socks Off provider has been thoroughly revised and is best than ever! nonetheless the go-to consultant on delivering the type of remarkable provider that retains consumers coming again, the 5th version combines strong instruments and strategies with real-world examples and all-new chapters on utilizing social media for communique and repair restoration, possessing provider encounters, responding definitely to damaging suggestions, and extra. The e-book offers readers with confirmed assistance and techniques for: * Exceeding consumer wishes and expectancies * settling on the correct instances to bend or holiday the foundations * changing into fabulous fixers and strong problem-solvers * utilizing the RATER components to wow your shoppers * knowing cultural and generational variations * turning into a listening put up * Coping successfully with "customers from hell" With humans surrounded via extra offerings and knowledge than ever prior to, real client loyalty has develop into more and more tough to achieve. Combining undying knowledge and up to date tools, supplying Knock Your Socks Off provider is the publication no customer support expert can find the money for to be with no.

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Consistency and Predictability A big part of reliability comes from the repetition of the customer experience. When the customer always has the same “wow” experience, there develops the perception of consistency of service. Regardless of where the customer enters the organization, the experience should be the same. If she is asking questions via Web chat, the quality of the service experience sets a standard of expectation. When the same customer has to call about a return or to see if the item is available from another location, that previous encounter sets the standard of expectation.

And which airline will Miss Manners choose the next time she flies? org Honesty Is the Only Policy 47 Do It for Yourself, Too There is actually a third reason for always being honest with customers: the way you feel about yourself. A friend of ours used to work for a now defunct television shopping network company. She was the chief upset customer handler. ” The trouble was, most of the merchandise the company was selling was factory seconds—items known by everyone in the company to be defective in some small way.

As she described them to the readers of Frequent Flyer: On the first, the crew did little to inform the passengers of the flight’s status, glumly responding to requests for pillows, blankets, drinks, etc. The second crew apologized for the delay, offered advice on passengers’ scheduling problems, kept everyone informed, and generally tried to make things as pleasant as possible. Which planeload of passengers believed that the flight crew was really doing everything possible to get them to their destination?

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Delivering Knock Your Socks Off Service, 5th Edition by Performance Research Associates


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