Knock Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers (Knock Your Socks Off Series) (Paperback)

by Kristin Anderson (Author), Ron Zemke (Author) "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,..." (more)
Key Phrases: Service Magnets, Chip Bell

Editorial Reviews

Review
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

Review

"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"

See all Editorial Reviews

Product Details

• Paperback: 176 pages
• Publisher: AMACOM; 1 edition (September 18, 1995)
• Language: English
• ISBN-10: 0814478840
• ISBN-13: 978-0814478844
• Product Dimensions: 8.8 x 5.9 x 0.5 inches
• Shipping Weight: 8 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)
• Amazon.com Sales Rank: #444,026 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars How to Retain Your Customers with Tact and Diplomacy, January 5, 2008

By	Indispensable Marketing Strategies author Pau... - See all my reviews

Customers expect to be treated with courtesy and respect. And most are quite polite themselves. But sometimes, customers can be so blunt or denigrating that you or your employees may start to feel offended and upset. Regardless of your own feelings, it's best to respond with tact and diplomacy.

If a rude customer catches you off guard, it can be hard to think fast enough on your feet to respond effectively. The solution is to try to anticipate the kinds of remarks they might make, and consider in advance how to reply. This book steps you through that process. It describes numerous possible customer service interactions, and explains how best to handle them - and why. As you read about one awkward situation after another, you'll find the book quite entertaining.

Adding to the fun is a section at the end that lists some really peculiar questions that have been asked by actual customers. There is also a section on how to behave as tactful customer yourself, and thereby motivate the best possible customer service for your own benefit.

If you are involved in front-line sales, customer service, or supervision, this book should help you handle a broad variety of awkward situations, and reduce the amount of stress you experience in your dealings with customers.

Paul Francis Musgrave, author of Indispensable Marketing Strategies - How to Outwit Your Competition, Attract and Retain Customers, and Multiply Your Profits - Marketing Strategy Secrets for Profitable Small Business Management