دانلود کتاب Delivering Knock Your Socks Off Service, 5th Edition

فهرست مطالب :

Contents......Page 4
Foreword......Page 8
Our Thanks......Page 10
Preface......Page 12
Part One: The Fundamental Principles of Knock Your Socks Off Service......Page 16
1 The Only Unbreakable Rule: To the Customer You Are the Company......Page 18
2 Know What Knock Your Socks Off Service Is......Page 23
3 Knock Your Socks Off Service Is: Reliable......Page 27
4 Knock Your Socks Off Service Is: (Re)-Assuring......Page 33
5 Knock Your Socks Off Service Is: Tangibles......Page 38
6 Knock Your Socks Off Service Is: Empathetic......Page 42
7 Knock Your Socks Off Service Is: Responsive......Page 47
8 The Customer Is Always. . .: The Customer......Page 52
Part Two: The How To’s of Knock Your Socks Off Service......Page 58
9 Honesty Is the Only Policy......Page 60
10 All Rules Were Meant to Be Broken: (Including This One)......Page 64
11 Creating Trust in an Insecure, Suspicious World......Page 68
12 Taking Ownership of Your Service Encounters......Page 72
13 Become a Listening Post......Page 77
14 Asking Intelligent Questions......Page 83
15 Winning Words and Soothing Phrases......Page 88
16 Facts for Face-to-Face......Page 93
17 Tips for Telephone Talk......Page 97
18 It’s a Small World: Culturally Sensitive Service......Page 106
19 The Generational Divide: Serving Age-Diverse Customers......Page 112
Part Three: Communicating Knock Your Socks Off Service......Page 118
20 Co-Workers as Partners: Communicating Across Functions......Page 120
21 Exceptional Service Is in the Details......Page 125
22 Good Selling Is Good Service—Good Service Is Good Selling......Page 129
23 Communicating with Customers in the Digital Age......Page 134
24 Putting Your Best E-Mail Foot Forward......Page 141
25 Responding Positively to Negative Feedback......Page 149
26 Never Underestimate the Value of a Sincere Thank-You......Page 154
Part Four: The Problem-Solving Side of Knock Your Socks Off Service......Page 160
27 Be a Fantastic Fixer......Page 162
28 The Axioms of Service Recovery......Page 168
29 Use the Well-Placed “I’m Sorry”......Page 175
30 Fix the Person......Page 179
31 Fair-Fix the Problem......Page 184
32 Service Recovery in the Digital Age......Page 189
33 Recovery: Social Media Style......Page 195
34 Customers from Hell[sup(®)] Are Customers, Too......Page 200
35 The Customers from Hell[sup(®)] Hall of Shame......Page 206
Part Five: Knock Your Socks Off Service Fitness: Taking Care of You......Page 212
36 Master the Art of Calm......Page 214
37 Keep It Professional......Page 219
38 The Competence Principle: Always Be Learning......Page 223
39 Party Hearty......Page 228
Activities Connections......Page 232
“The Knock Your Socks Off” Library......Page 235
C......Page 236
J......Page 237
R......Page 238
Z......Page 239
About Performance Research Associates, Inc.......Page 240
About the Editors......Page 241