Delivering Knock Your Socks Off Service

by Kristin L. Anderson and Ron Zemke

Book Overview

Authors Kristin Anderson and Ron Zemke provide a practical guide to the day-to-day challenges that arise in training superior customer service people.Knock your socks off service doesn't just happen.... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0814479707
• ISBN13: 9780814479704
• Release Date: January 1997
• Publisher: AMACOM/American Management Association
• Length: 149 Pages
• Weight: 0.60 lbs.
• Dimensions: 0.5" x 6.0" x 9.0"

Customer Reviews

It's not Brain Surgery ? So why is it so hard to do well?

"Knock Your Socks Off" is an easy to read, well-organized, thorough introduction to the crucial aspects of providing excellent customer service. I kept it on the corner of my desk and read it during lunch hours. The 31 short chapters (approx. 150 pages) can be finished in just a week or two. I intend to pass it along to the Customer Service Reps that work for me as "required reading" (or maybe even splurge and buy them their own copy!)The book is organized in Four Parts:1. The Fundamental Principles of Knock Your Socks Off Service - includes the RATER factors: Reliability, Assurance, Tangibles, Empathy, Responsiveness. 2. The How To's of Knock Your Socks Off Service - honesty, rules, doing the right thing, listening, asking questions, winning words and soothing phrases, telephone tips, writing skills, details, thank-yous.3. The Problem-Solving Side of Knock Your Socks Off Service - how to fix problems, fix the person, apologize, and handling nasty customers.4. Knock Your Socks Off Service Fitness - Taking Care of You - how to stay calm, professional, and competent and how to have fun doing itWhether you're new to the business of providing customer service or a seasoned pro, this book will give lots of great advice and a positive perspective on the challenges of providing good customer service. I plan on using the book to help set goals and establish metrics for improving service at my company.

Great Customer Service Builds Profits

Authors' research proves that those who sell and serve with a smile make more money: successful service organizations had lower marketing costs, fewer upset and complaining customers, and more repeat business. Customers vote with their feet and beat a path only to doors of companies that serve them well.How-to implementation that can show rookies and pros enviable customer service comes in 31 short, punchy knock-your-socks-off chapters with anecdotes, cartoons, inspirational pep talks, and concrete examples to make messages clear and fun to learn.

Fabulous book that's stood the test of time

I'm completely blown away by the previous reviewer. What's with this guy -- has he read this book? Delivering Knock Your Socks Off Service has been required reading in my company for nearly a decade -- every new employee we hire reads the book -- and they like it and learn from it.The new updated version is even better. Kudos to Zemke et al -- keep the Knock Your Socks Off Service series coming -- I can't wait to read Knock Your Socks Off Service Recovery.

Very inspirational!

Preparing for a new function in Customer Service, I am reading a few books on the subject. This one I love! The theory is easy to imagine for use in practice, the examples ring a bell and the illustrations are funny and relevant. Simply one of the best guidebooks I've ever read! I think I will keep it on my desk just for motivational purposes.

A great intro to customer service for all levels!

"Delivering Knock Your Socks Off Service" is a wonderful introduction to the topic of customer service. Anderson and Zemke have written a book that works well for readers from fast food clerks to sales executives, and everyone in between. Especially helpful are the specific sections on customer service attitude, understanding the customer, and dealing with difficult customers. The tips and techniques recommended here actually work in practice, and are easy to learn. I have found this book to be an effective source of insights into why great customer service seems so rare, and how people can improve the way they deliver service to others.The book itself is an easy read, with plenty of pictures and anecdotes to help make its points. It took me about four hours to read, and it is also easy to read a section at a time on the bus or over a short lunch period.Congratulations to the authors! I can see why this book has been around and appreciated for so long.