Download or read book 101 Activities for Delivering Knock Your Socks Off Service written by Ann Thomas and published by Amacom. This book was released on 2009 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today's 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 bestselling 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 meet their customers' needs. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service. You'll discover how to create an action plan for improvement, reviewing topics such as: how to say no, empathy vs. sympathy, service recovery, listening, email and 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.
Download or read book 101 Activities for Delivering Knock Your Socks Off Service written by Performance Research Associates and published by AMACOM Div American Mgmt Assn. This book was released on 2009-06-17 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today’s 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 customer’s 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 • anticipting 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.
Download or read book Delivering Knock Your Socks Off Service written by PERFORMANCE RESEARCH ASSOCIATES and published by AMACOM Div American Mgmt Assn. This book was released on 2011-10-29 with total page 266 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who would’ve thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, Delivering Knock Your Socks Off Service has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: • Exceeding customer needs and expectations • Determining the right times to bend or break the rules • Becoming fantastic fixers and powerful problem-solvers • Using the RATER factors to wow your customers • Understanding cultural and generational differences • Becoming a listening post • Coping effectively with “customers from hell” With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.
Download or read book Delivering Knock Your Socks Off Service written by Performance Associates, Inc and published by AMACOM Div American Mgmt Assn. This book was released on 2012 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't. For over two decades, Delivering Knock Your Socks Off Service has combined this timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, the book provides readers with proven tips and strategies for exceeding customer needs and expectations, determining the right times to bend or break the rules, becoming fantastic fixers and powerful problem-solvers, using the RATER factors to wow your customers, understanding cultural and generational differences, and coping effectively with your most challenging customers. Plus, the revised fifth edition delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.What is quality customer service--and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping customer service professionals deliver outstanding service that keeps customers coming back.
Download or read book Small Business Sourcebook written by Carol A. Schwartz and published by . This book was released on 1992-12 with total page 880 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Quality Yearbook 1995 written by James W. Cortada and published by McGraw-Hill Companies. This book was released on 1994-12 with total page 838 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Library Journal written by and published by . This book was released on 2006 with total page 624 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes, beginning Sept. 15, 1954 (and on the 15th of each month, Sept.-May) a special section: School library journal, ISSN 0000-0035, (called Junior libraries, 1954-May 1961). Also issued separately.
Download or read book Documentation Abstracts written by and published by . This book was released on 1994 with total page 618 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book 50 Activities for Achieving Excellent Customer Service written by Darryl S. Doane and published by Human Resource Development. This book was released on 2003 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
Download or read book Consultants and Consulting Organizations Directory written by and published by . This book was released on 2006 with total page 1544 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Download or read book Coaching Knock Your Socks Off Service written by Ron Zemke and published by Amacom Books. This book was released on 1997 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: Describes the basics of managing like a coach, and presents ideas for coaching in particular situations, including training and motivating new employees
Download or read book Book Review Index written by Dana Ferguson and published by . This book was released on 2001 with total page 486 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Sag Harbor written by Colson Whitehead and published by Anchor. This book was released on 2009-04-28 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: NATIONAL BESTSELLER • PEN/FAULKNER AWARD FINALIST • From the two-time Pulitzer Prize-winning author of The Underground Railroad and The Nickel Boys: a hilarious and supremely original novel set in the Hamptons in the 1980s, "a tenderhearted coming-of-age story fused with a sharp look at the intersections of race and class” (The New York Times). Benji Cooper is one of the few Black students at an elite prep school in Manhattan. But every summer, Benji escapes to the Hamptons, to Sag Harbor, where a small community of Black professionals have built a world of their own. The summer of ’85 won’t be without its usual trials and tribulations, of course. There will be complicated new handshakes to fumble through and state-of-the-art profanity to master. Benji will be tested by contests big and small, by his misshapen haircut (which seems to have a will of its own), by the New Coke Tragedy, and by his secret Lite FM addiction. But maybe, just maybe, this summer might be one for the ages. Look for Colson Whitehead’s new novel, Crook Manifesto, coming soon!
Download or read book Sophie s World written by Jostein Gaarder and published by Farrar, Straus and Giroux. This book was released on 2007-03-20 with total page 735 pages. Available in PDF, EPUB and Kindle. Book excerpt: A page-turning novel that is also an exploration of the great philosophical concepts of Western thought, Jostein Gaarder's Sophie's World has fired the imagination of readers all over the world, with more than twenty million copies in print. One day fourteen-year-old Sophie Amundsen comes home from school to find in her mailbox two notes, with one question on each: "Who are you?" and "Where does the world come from?" From that irresistible beginning, Sophie becomes obsessed with questions that take her far beyond what she knows of her Norwegian village. Through those letters, she enrolls in a kind of correspondence course, covering Socrates to Sartre, with a mysterious philosopher, while receiving letters addressed to another girl. Who is Hilde? And why does her mail keep turning up? To unravel this riddle, Sophie must use the philosophy she is learning—but the truth turns out to be far more complicated than she could have imagined.
Download or read book The American Legion Monthly written by American Legion and published by . This book was released on 1927 with total page 612 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Dancing in the Shadows of the Moon written by Machaelle Small Wright and published by Perelandra, Limited. This book was released on 1995 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In her first books, Behaving as if the God in All Life Mattered, Machaelle Small Wright wrote: "If we allowed all the knowledge from our soul level to fully flow and be totally accessible to our conscious self ... before we disciplined ourselves on how to respond to such as flow on the physical level, we would shatter. Blindly expressing limitless through limitation would be more pressure than our body could bear." In Behaving, Machaelle scratched the surface on a whole new reality. Now, in Dancing, she opens the door and invites us in. Out to discredit the "Ozzie and Harriet" School of Spirituality, Machaelle gives us extensive groundwork, supported by an actual account of her own expansion experience. She tells of her introduction to the White Brotherhood - that evolved group of souls who assist humans in their evolutionary development - in a story told through journal entries for those early years of her nature work. Reading Dancing, you feel like a bird on Machaelle's shoulder ... watching the expansion unfold.
