Kristin Anderson - Knock your socks off answers: solving customer nightmares & soothing nightmare customers

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title	:	Knock Your Socks Off Answers : Solving Customer Nightmares & Soothing Nightmare Customers
author	:	Anderson, Kristin.; Zemke, Ron.
publisher	:	AMACOM Books
isbn10 | asin	:	0814478840
print isbn13	:	9780814478844
ebook isbn13	:	9780585119885
language	:	English
subject	Customer services, Consumer complaints.
publication date	:	1995
lcc	:	HF5415.5.A533 1995eb
ddc	:	658.8/12
subject	:	Customer services, Consumer complaints.

Page iii Knock Your Socks Off Answers Solving Customer Nightmares & Soothing Nightmare Customers Kristin Anderson & Ron Zemke 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, 135 West 50th Street, New York, NY 10020. 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. Knock your socks off answers : solving customer nightmares & soothing nightmare customers / Kristin Anderson & Ron Zemke. p. cm. Includes bibliographical references. ISBN 0-8144-7884-0 1. Customer services. 2. Consumer complaints. I. Zemke, Ron. II. Title. HF5415.5.A533 1995 658.8'12dc2095-30884 CIP 1995 Performance Research Associates. All rights reserved. Printed in the United States of America. Artwork 1995 John Bush Delivering Knock Your Socks Off Service, Knock Your Socks Off Service, and Customers From Hell are registered trademarks of Performance Research Associates, Inc. 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, 135 West 50th Street, New York, NY 10020. Printing number 10 9 8 7 6 5 4 3

Page v CONTENTS Acknowledgments vii Introduction: About This Book ix Part 1: Pat Answers to Peevish Questions and Provocative Customer Comments 1 Why are you changing? I liked the old way! 3 What do you mean your price went up? 6 Why are you looking it up? Don't you just know? 11 Why should I believe you? 13 What could you possibly know about this? 17 What do you mean you can't tell me my son's grades? I paid for them! 22 This has to be the ugliest dress I've ever seen! 25 Don't you people keep records? I did this already! 27 You're nice, but those other people. 31 I'm so stupid. 33 Are you saved? 37 Three Helpful Phrases for All Occasions 39 Twenty Things You Should Never Say to a Customer 41 Part 2: Smart Answers to Even Tougher Questions 43 You're wrong. I ordered the small, not the large. 47 I was here first. Why are you helping her?

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