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Ron Zemke, Kristin Anderson

Delivering Knock Your Socks Off Service

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ISBN: 081440765X
Издательство: American Management Association
The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service , this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock Your Socks Off formula to the new demands of 21st-century business, the third edition features all-new chapters on Delivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories, real-world examples, and new illustrations by cartoonist John Bush. And as always, Delivering Knock Your Socks Off Service reveals how to: * See things from the customer's point of view * Become a fantastic fixer and a powerful problem solver * Cope with "customers from hell" * And avoid The 10 Deadly Sins of Customer Service Today's customer is smarter, more demanding, and more mobile than ever. Once...