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101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series) Ann Thomas, Jill Applegate 0814414443 9780814414446 Todays customers are demanding service that is faster, better, and more personalized than ever before. How ca
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101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series) by Ann Thomas, Jill Applegate

Todays customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling Knock Your Socks Off Service series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers needs. Taking the unique position of seeing things from the customers perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: how to say no empathy vs. sympathy service recovery listening email telephone skills customers from hell winning words and soothing phrases anticipating customer needs building reliability customer feedback keeping a stress log and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results. Ann Thomas and Jill Applegate of Performance Research Associates, Inc. (Minneapolis, MN) carry on the legacy begun in 1972 by the late service legend, Ron Zemke. The firm consults with corporations and nonprofits of all sizes around the globe.

Author: Ann Thomas, Jill Applegate

Language: English

Binding: Paperback

Pages: 384

Publisher: AMACOM

Publication Date: 2009-06-17

Our Price: $5.58

Quantity:1
ISBN: 0814414443


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Ann Thomas, Jill Applegate  Paperback


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