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Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
 
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Delivering Knock Your Socks Off Service (Knock Your Socks Off Series) (Paperback)

by Kristin J. Anderson (Author), Ron Zemke (Author), John Bush (Illustrator)
4.0 out of 5 stars See all reviews (2 customer reviews)

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Product details

  • Paperback: 176 pages
  • Publisher: Amacom; 3rd Revised edition edition (1 Jan 2003)
  • Language English
  • ISBN-10: 081440765X
  • ISBN-13: 978-0814407653
  • Product Dimensions: 22.8 x 15.5 x 1.4 cm
  • Average Customer Review: 4.0 out of 5 stars See all reviews (2 customer reviews)
  • Amazon.co.uk Sales Rank: 691,403 in Books (See Bestsellers in Books)

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Product Description

Product Description
An exploration of the principles of good customer service. This third edition contains new chapters on: delivering knock-your-socks-off e-service; creating trust with your customer; and service recovery expectations. The stories and examples are updated, and there are cartoons by John Bush.

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1 of 1 people found the following review helpful:
5.0 out of 5 stars Packed With Knowledge!, 12 Jun 2004
By Rolf Dobelli "getAbstract.com" (Switzerland) - See all my reviews
(TOP 50 REVIEWER)    (REAL NAME)   
In Delivering Knock Your Socks Off Service, Performance Research Associates - with some editorial help from Ron Zemke - highlight the main principles and techniques involved in providing great customer service and resolving customer problems. This lively book features many short chapters, cartoons, bulleted axioms and what-to-do examples. However, much of the information seems very familiar, like a juiced-up version of hints, tips and advice that have appeared in many other customer service books. Thus, it has a kind of déjà vu quality. While someone who is experienced in this field may find the information here too familiar, we recommend this accessible volume as a great introduction to customer service.
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1 of 2 people found the following review helpful:
3.0 out of 5 stars Hmmm, Not as good as I thought, 25 Nov 2003
By A Customer
I do IT support and bought this book to see if there were anything new I could learn. There were a few points , but to be honest you would be better of reading the 7 habits of highly effective people instead. This goes into more depth on a more personal level. You need to change before you will see other people change!

Kmex

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