This humorous sequel to "Delivering Knock Your Socks Off Service" shows customer service providers how to deliver superior service under fire and field tough customer questions with ease. By dissecting actual customer service questions and challenges, the book enables service providers to deliver excellent service in any difficult customer situation. The reader discovers how to: interpret the wants, needs, attitudes and fears implicit in customer questions, and provide real benefits, not just a snappy retort; acquire finesse in negotiating win-win solutions; succeed in those questions that have no easy answers; and allow the customer to feel in control of the situation, even when the customer is wrong.
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Service industry professionals will appreciate the opportunity to get a laugh over customer problems with a fun book which tells how to acknowledge customer requests and solve problems. Humor permeates throughout via many examples of mishaps and customer misunderstandings. -- Midwest Book Review
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"Knock Your Socks Off Answers should be required reading for anyone who has ever dealt with a difficult personality. Ron Zemke and Kristin Anderson have compiled a wealth of customer knowledge and experience...comprehensive, witty, and engaging." --James B. Miller, author of "The Corporate Coach"
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Inside This Book
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First Sentence:
Who among us hasn't been in the shower the day after a customer has unjustly and uncivilly climbed all over us and imagined a rematch, wherein we fix that awful person with a steely eye and, in a voice crisp as a January morning in Maine, render the rascal speechless? Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Service Magnets, Chip Bell New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Who among us hasn't been in the shower the day after a customer has unjustly and uncivilly climbed all over us and imagined a rematch, wherein we fix that awful person with a steely eye and, in a voice crisp as a January morning in Maine, render the rascal speechless? Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Service Magnets, Chip Bell New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Citations (learn more)
This book cites 13
books:
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11
books
cite this book:
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- Service America!: Doing Business in the New Economy by Karl Albrecht in Back Matter (1), and Back Matter (2)
- Great Customer Service on the Telephone (Worksmart Series) by Kristin Anderson in Back Matter (1), and Back Matter (2)
- Delivering Knock Your Socks Off Service (Knock Your Socks Off Series) by Performance Research Associates in Back Matter (1), and Back Matter (2)
- On Great Service: A Framework for Action by Leonard L. Berry in Back Matter
- Crisp: Quality Customer Service, Fourth Edition: How to Win with the Customer (Crisp Fifty-Minute Books) by William B. Martin in Back Matter
See all 13 books this book cites
- Service Magic: The Art of Amazing Your Customers by Chip Bell on 4 pages
- Customers as Partners - Building Relationships That Last by Chip R Bell on page 189, and page 190
- Coaching Knock Your Socks Off Service by Ron Zemke in Back Matter, and Back Cover
- Customers As Partners: Building Relationships That Last by Chip R. Bell on page 189, and page 190
- 301 Ways to Have Fun at Work by Dave Hemsath in Back Cover
See all 11 books citing this book
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