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Cokesbury

101 Activities for Delivering Knock Your Socks Off Service

  • By Jill Applegate
  • By Ann Thomas
$34.95
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? The latest addition to the bestselling Knock Your Socks Off Service(R) series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to meet their customers' needs. 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. 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, anticipating customer needs, building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results.

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  • Additional Details
  • Additional Details
    Product Specs
    • SKU: 9780814414446
    • Manufacturer: AMACOM
    • ISBN 13: 9780814414446
    • Publication Date: 06/01/2009
    • Format: Paperback
    • Author: Jill Applegate
    • Author: Ann Thomas
    Shipping & Returns
    This item is available for return. Cokesbury uses a variety of methods for ground shipping. At your request, we can also expedite order shipments for an additional charge. Cokesbury partners with UPS for these expedited deliveries.