Kristin Anderson - Delivering Knock Your Socks Off Service

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title	:	Delivering Knock Your Socks Off Service
author	:	Anderson, Kristin.; Zemke, Ron.
publisher	:	AMACOM Books
isbn10 | asin	:	0814479707
print isbn13	:	9780814479704
ebook isbn13	:	9780585119519
language	:	English
subject	Customer services.
publication date	:	1998
lcc	:	HF5415.5.A53 1998eb
ddc	:	658.8/12
subject	:	Customer services.

Page iii Delivering Knock Your Socks Off Service Revised Edition Kristin Anderson Ron Zemke Co-author of Service America American Management Association New York Atlanta Boston Chicago Kansas City San Francisco Washington, D.C. Brussels Mexico City Tokyo Toronto

Page iv This book is available at a special discount when ordered in bulk quantities. For information, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Anderson, Kristin. Delivering knock your socks off service / Kristin Anderson, Ron Zemke.[Rev. ed.] p. cm. Includes bibliographical references. ISBN 0-8144-7970-7 1. Customer services. I. Zemke, Ron. II. Title. HF5415.5.A53 1998 658.8'12dc2197-37663 CIP DELIVERING KNOCK YOUR SOCKS OFF SERVICE and CUSTOMER FROM HELL are registered trademarks of Performance Research Associates, Inc. 1998, 1991 Performance Research Associates, Inc. All rights reserved. Printed in the United States of America. Artwork John Bush. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Printing number 10 9 8 7

Page v CONTENTS Preface to the Revised Edition: What You Do Is Critically Important vii Part One: The Fundamental Principles of Knock Your Socks Off Service 1 1 The Only Unbreakable Rule: To the Customer, You Are the Company 3 2 Know What Knock Your Socks Off Service Is 7 3 Knock Your Socks Off Service Is: Reliable 10 4 Knock Your Socks Off Service Is: Responsive 15 5 Knock Your Socks Off Service Is: Reassuring 19 6 Knock Your Socks Off Service Is: Empathetic 23 7 Knock Your Socks Off Service Is: Tangibles 27 8 Customers Are EverywhereInside and Out 31 9 The Ten Deadly Sins of Customer Service 35 10 The Customer Is Always The Customer 39 Part Two: The How To's of Knock Your Socks Off Service 43 11 Honesty Is the Only Policy 45

Page vi 12 All Rules Were Meant to Be Broken (Including This One) 49 13 Do the Right Thing Regardless 53 14 Listening Is a SkillUse It 57 15 Ask Intelligent Questions 62 16 Winning Words and Soothing Phrases

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