Delivering Knock Your Socks Off Service by Performance Research Associates, John Bush

By Performance Research Associates, John Bush

Today’s clients are smarter and extra not easy -- and with so many selections on hand, repeat company is at higher chance than ever prior to. The fourth variation of this customer support bestseller nonetheless promises the confirmed Knock Your Socks Off formulation, and has been up to date with all new innovations that might support somebody effectively paintings with even the main tough shoppers. that includes brand-new chapters on very important themes corresponding to knowing cultural and generational changes in clients, plus clean anecdotes and never-before-seen illustrations through cartoonist John Bush, this necessary advisor exhibits readers tips on how to create a real and lasting ''Service Advantage.'' Written within the similar obtainable and funny sort that made this ebook a vintage, the recent version offers information and methods to aid readers:

* meet customers’ expectancies and fulfill their wishes * develop into effortless to do company with * ascertain the correct occasions to bend or holiday the foundations * develop into amazing fixers and robust problem-solvers * cope successfully with ''customers from hell.''

Extensively up to date and accelerated, the best-selling front-line customer support publication ever released is now even higher.

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Extra info for Delivering Knock Your Socks Off Service

Sample text

What do you do? • You might assume that cashing checks for over the amount is against the rules and say no. • Or you may borrow a rule from your last job and allow the customer to write the check for five dollars or ten dollars more. ” But not knowing all the rules is natural! In fact, not knowing and finding out—for yourself and for the customer—is one of the best ways to learn on the job. Instead of assuming there must be a rule that will make you say no, find out how to say yes. A friend of ours remembers a business trip to Kansas City.

Even though many customers are comfortable and familiar with Internet shopping, most still appreciate being able to print out a hard copy receipt of their product or service order. Others just want to know that you received an e-mail they sent, and if you can’t respond immediately to their question, let them know when you anticipate being able to send an answer. Fingertip access to this information eases customers’ minds should follow-up be required. When your customers describe your service to their friends and colleagues—people who could become your next customers—they will focus on their observations of tangible things.

For example, in the emergency room in certain situations, such as when a pregnant woman arrives in labor, the paperwork can wait. Do you know the Red rules and the Blue rules in your company? Red rules may be set by the government in the form of laws or regulations or by your company’s management. Blue rules may evolve from department policy or past experience. You need to understand where the rules come from and why they exist, and be able to explain them to your customers so they in turn know why you’re doing what you’re doing.

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