Delivering knock your socks off service by Kristin Anderson, Ron Zemke

By Kristin Anderson, Ron Zemke

An exploration of the foundations of fine customer support. This 3rd version includes new chapters on: providing knock-your-socks-off e-service; developing belief along with your consumer; and repair restoration expectancies. The tales and examples are up to date, and there are cartoons through John Bush.

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To make a long story short, she didn’t end up with a room service meal that night. But the room service personnel at many hotels since then have easily and cheerfully accommodated similar requests. Guess which hotel in Kansas City she tells people to avoid? All Rules Were Meant to Be Broken 55 Red Rules vs. Blue Rules Rules are important when they protect the public safety or reflect experience that says dire consequences will occur if the wrong things happen. But other rules are simply habits and customs with hardened arteries—systems that grow inflexible with age and take on a rigidity never intended.

Maybe you don’t see them face to face. 36 THE FUNDAMENTAL PRINCIPLES Maybe you’re not sure what happens to your work when it leaves your desk or department. Maybe the same people you serve also serve you. The customer/service provider relationship within an organization is not static. It can change from day to day, from moment to moment. TIP: In your organization, your customer is whoever benefits from the work you do—or, conversely, whoever suffers when your work is done poorly or not at all. Think about a time when you had an unavoidable and unexpected absence from work.

25 26 THE FUNDAMENTAL PRINCIPLES • Demanding Doris is an old hand at hosting special events. The annual sales department gala will be the fourth major event she has organized this year. When she walks into the banquet office, Doris knows exactly what she wants. Her you-all-just-stand-back-and-takeorders attitude is clearly visible. How do you treat Tom and Doris as individuals? For Tom, it is important to make him comfortable and take the time to make him “feel smart” about the event planning process and supported by you: “Tom, you can depend on me to be there every step of the way.

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