Delivering Knock Your Socks Off Service [Paperback]

Performance Research Associates (Author)

Book Description

Publication Date: October 20, 2006 | Series: Knock Your Socks Off Service

Extensively updated and expanded, one of the bestselling front-line customer service books ever published is now even better Keeping up with today's tougher and more demanding marketplace, Delivering Knock Your Socks Off Service is packed with all new techniques to help readers successfully work with even the most difficult customers. This indispensable guide gives readers proven tips and strategies to help them meet customers expectations and satisfy their needs, determine the right times to bend or break the rules, and become fantastic fixers and powerful problem-solvers...in short, to create a true and lasting 'Service Advantage.' Key features Written in the same accessible and humorous style that made this book a classic Features brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush

Editorial Reviews

Review

“…A must read for retailers working with today’s challenging customers.”

-Retail News Magazine

“…provides companies with invaluable guidance…this front-line customer service book helps businesses create a service advantage.” -CRM Magazine

“…provides companies with invaluable guidance that will help every business work successfully with today’s smarter, more demanding customers and satisfy them wherever they are….this front-line customer service book helps businesses create a service advantage.”

-CRM Magazine

Review

"Praise for Previous Editions:

""Delivering Knock Your Socks Off Service is written in a witty, engaging style, and offers real tactics any service provider can use. Once you’ve read this book, pass it on to your employees.""

-- Entrepreneur

""Executives praise this book and feel it’s an excellent articulation of how each of us wants to be treated as customers. It’s an easy-to-read service bible.""

-- The American Salesman

""...a commonsense handbook.""

-- Des Moines Business Record

""...an entertaining 'service primer' for anyone who provides service in an organization. This tool makes sure the good service message gets across loud and clear.""

-- Houston Business Journal

""Written in an appealing style, this book is short and entertaining -- full of pragmatic and easy-to-remember concepts and skills that can be applied immediately.""

-- Business Venture Magazine"

See all Editorial Reviews

Product Details

• Reading level: Ages 15 and up
  
• Paperback: 192 pages
• Publisher: AMACOM; 4th edition (October 20, 2006)
• Language: English
• ISBN-10: 0814473652
• ISBN-13: 978-0814473658
• Product Dimensions: 9 x 6 x 0.6 inches
• Shipping Weight: 11.2 ounces
• Average Customer Review: 4.2 out of 5 stars  See all reviews (4 customer reviews)
• Amazon Best Sellers Rank: #362,982 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

5.0 out of 5 stars Great Tips!, December 27, 2010

By 

E. DeJesus "EvieD" (LaVergne, TN) - See all my reviews
(REAL NAME)   

This review is from: Delivering Knock Your Socks Off Service (Paperback)

I was in Property Management for 10 years and my biggest challenge was dealing with unreasonable people. This book taught me a lot and was an easy read. Every boss should have their employees read this if they are in the customer service industry.

4.0 out of 5 stars Delivering Knock Your Socks Off Service, February 21, 2011

By 

Sheri Goodlet (BARTOW, FL, US) - See all my reviews

Amazon Verified Purchase

This review is from: Delivering Knock Your Socks Off Service (Paperback)

Great book for anyone who wants to put a little something extra in their business. I can't wait to share this book with my teammates so we can make our customer service even better!

2 of 4 people found the following review helpful:

5.0 out of 5 stars Excellent training tool, October 3, 2009

By 

K. Dodson "Customer Service Trainer" (Hilton Head Island) - See all my reviews
(REAL NAME)   

Amazon Verified Purchase

This review is from: Delivering Knock Your Socks Off Service (Paperback)

This book is great for initial training in customer service. While easy to read and understand, it provides a foundation for continued training in the basics of excellent customer service.