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Table Of Contents

Reliable
Responsive
Reassuring
Empathetic
Tangibles
The Ten Deadly Sins of Customer Service
Honesty Is the Only Policy
(Including This One)
Do the Right Thing . . Regardless
Listening Is a Skill— Use It
Winning Words and Soothing Phrases
Putting Pen to Paper
Putting Your Best E-Mail Foot Forward
Exceptional Service Is in the Details
Be a Fantastic Fixer
Use the Well-Placed “I’m Sorry”
The Axioms of Service Recovery
Service Recovery on the Internet
Fix the Person
Fair Fix the Problem
Customers From Hell Are Customers Too
The Customers From Hell Hall of Shame
Taking Care of You
Keep It Professional
Resources
About Performance Research Associates
About the Authors
Index
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6840611 Delivering Knock Your Socks Off Service

6840611 Delivering Knock Your Socks Off Service

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Published by simonrose79

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Published by: simonrose79 on Oct 14, 2010
Copyright:Attribution Non-commercial

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11/04/2013

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