Delivering Knock Your Socks Off Service by Performance Research Associates

By Performance Research Associates

Who would've proposal sensible, enjoyable, easy-to-read customer support publication could trap the hearts of thousands of readers? Now, celebrating its twentieth anniversary, "Delivering Knock Your Socks Off carrier" has been thoroughly revised and is healthier than ever! nonetheless the go-to advisor on supplying the type of amazing carrier that retains buyers coming again, the 5th variation combines strong instruments and methods with real-world examples and all-new chapters on utilizing social media for conversation and repair restoration, possessing provider encounters, responding certainly to destructive suggestions, and extra. The booklet presents readers with confirmed information and techniques for: exceeding patron wishes and expectancies; choosing the correct occasions to bend or holiday the principles; changing into really good fixers and strong problem-solvers; utilizing the RATER components to wow your clients; figuring out cultural and generational ameliorations; changing into a listening submit; and, coping successfully with "customers from hell". With humans surrounded through extra offerings and data than ever sooner than, real purchaser loyalty has develop into more and more tough to realize. Combining undying knowledge and up to the moment equipment, offering Knock Your Socks Off provider is the e-book no customer support specialist can find the money for to be with out.

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Sample text

You know that’s not true. If you’re behind the counter in a McDonald’s and a customer walks up and orders McLobster and a bottle of McChampagne, it’s very clear who’s right and who’s wrong. It’s also irrelevant. Your job is to manage the encounter so the customer continues to be a customer. ” Why We’re There The customer is our only reason for being there. Knowing that the customer is always the customer (not the problem, the enemy, or the bane of your existence) helps focus your effort where it belongs—on keeping the customer.

Why We’re There The customer is our only reason for being there. Knowing that the customer is always the customer (not the problem, the enemy, or the bane of your existence) helps focus your effort where it belongs—on keeping the customer. org The Customer Is Always . . The Customer 39 service transaction is, and must be, to satisfy and delight customers in ways that will keep them coming back for more. As a service professional, you hold the power to make that happen. To do it, you need to be and act smart.

In the words of one restaurateur, “Make eye contact with the customers. Make your actions say, ‘I know you are there. ’” “Our customer support is so responsive that. org 8 The Customer Is Always . . The Customer Our Policy Rule 1: The customer is always right! Rule 2: If the customer is ever wrong, reread Rule 1. —Stew Leonard’s Dairy Store Norwalk, Connecticut These words, chiseled into a 6,000-pound rock resting just outside the front door of Stew Leonard’s, the world’s largest (and most profitable) dairy store, are probably familiar.

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