101 Activities for Delivering Knock Your Socks Off Service

 101 Activities for Delivering Knock Your Socks Off Service

Authors: Ann Thomas, Jill Applegate
Pub Date: June 2009
Print Edition: $34.95
Print ISBN: 9780814414446
Page Count: 384
Format: Paper or Softback
e-Book ISBN: 9780814414453

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Table of Contents

CONTENTS

Our Thanks

Introduction: About This Book

SECTION ONE

The Fundamentals of Knock Your Socks Off Service

1 What Customers Want, What Customers Expect

2 Who’s Your Customer?

3 Knock Your Socks Off Service

4 Customers’ Ever-Changing Needs

5 The RATER Factors

6 How Do I RATE?

7 The Value of Reliability

8 Reliability: Promises, Promises

9 Reliability: Secret Shopper

10 Assurance: The Language of Competence

11 Assurance: The Knowledge Game

12 Assurance: Secret Shopper

13 Tangibles: Take a Field Trip

14 Tangibles: Sensory Perception

15 Tangibles: Customer Feedback

16 Tangibles: Secret Shopper

17 Empathy vs. Sympathy

18 Empathy: Building a Statement

19 Empathy: Scripting Tough Situations

20 Empathy: Partnering for Practice

21 Responsiveness: Identifying the Barriers

22 Responsiveness: Proactive vs. Reactive

23 Responsiveness: Role-Play

24 RATER Self-Assessment

25 The Ten Deadly Sins of Service

26 The Customer Is Always.. . the Customer

27 Educating Your Customer

28 Filling the Knowledge Gap

SECTION TWO

The How-To’s of Knock Your Socks Off Service

29 Good Question: Honesty

30 Identify the Rules: Red Rules/Blue Rules

31 Making Exceptions

32 Why Customers Don’t Trust

33 Create an Environment of Trust

34 Barriers to Effective Listening

35 Go Ahead, I’m Listening

36 Follow My Lead

37 Listening: Taking a Mental Detour

38 Crafting the Best Questions

39 The Name Game

40 Who Knows?

41 How Did I Do?

42 When Questions Go Wrong

43 Winning Words and Soothing Phrases

44 Scripting Better Responses

45 Give a Nonverbal Cue!

46 Face-to-Face Charades

47 Receiving Nonverbal Cues

48 Telephone Checklist

49 Be a Standout on the Phone

50 Just Phone Home!

51 Telephone Etiquette: Secret Shopper

52 Tongue Twisters with a Twist

53 E-Mail vs.Telephone

54 Written Communication Review

55 Practice E-Mail Communications

56 E-Mail Etiquette

57 Communication Sensitivity

58 It’s a Small World

59 The Generational Divide

60 Generations at Work

61 Saying “No,” Positively

SECTION THREE

Seamless Knock Your Socks Off Service

62 Communicating Across Functions

63 Hitting the Target

64 Visit an Internal Customer

65 It’s Not My Job

66 Mindbenders

67 It’s All About Kindness

68 Details, Details, Details

69 Creating a Cycle of Service

70 Analyzing Moments of Truth

71 Details That Make a Difference

72 Value-Added Service

73 Good Selling Is Good Service

74 So Many People to Thank

75 Making “Thank You” Personal

76 Thank-You Round Robin

SECTION FOUR

The Problem-Solving Side of Knock Your Socks Off Service

77 The Service Recovery Process

78 How Ready Are You to Recover?

79 Using the Well-Placed “I’m Sorry”

80 Finding the Right Fix

81 Putting Recovery Knowledge into Action

82 Tell Me a Story

83 Make Customers Your Partners in Problem Solving

84 Maximize Your Web Site Impact

85 Matching Atonement to the Error

86 Fix the Customer First, Then the Problem

87 Fix the Customer Role-Play

88 Calming Obnoxious Customers

89 Customers From Hell® Hall of Shame

90 Difficult Customer Match Game

91 A Question of Control

SECTION FIVE

Knock Your Socks Off Fitness

92 Stress Reducers

93 Create a Stress Log

94 Coping with Change

95 The Web of Support

96 The Power of Positive Talk

97 Keep It Professional

98 Learning Assessment

99 The Power of Curiosity

100 For All You Do, This Note’s For You

101 What’s Important to Me?

Credits

Index

About the Authors

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