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Knock Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers (Knock Your Socks Off Series) | 
 enlarge | Authors: Kristin Anderson, Ron Zemke
Publisher: AMACOM
Category: Book
List Price: $17.95
Buy Used: $0.01
You Save: $17.94 (100%)
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Rating:  1 reviews
Sales Rank: 449272
Media: Paperback
Edition: 1
Pages: 176
Number Of Items: 1
Shipping Weight (lbs): 0.5
Dimensions (in): 8.8 x 5.9 x 0.5
ISBN: 0814478840
Dewey Decimal Number: 658.812
EAN: 9780814478844
ASIN: 0814478840
Publication Date: September 18, 1995
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: Help save a tree. Buy all your used books from Green Earth Books. Read -> Recycle -> Reuse!
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Product Description
In this sequel to the bestselling Delivering Knock Your Socks Off Service, Anderson and Zemke show readers not only how to maintain grace under fire when it comes to customer service, they actually give suggestions for fielding tough-as-nails customer questions--with aplomb.
Book Description
"Knock Your Socks Off Service isn't just good customer service. It has become the gold standard. And customers everywhere have Ron Zemke and Kristin Anderson to thank for it. For everybody who loved Delivering Knock Your Socks Off Service, here's the sequel -- Knock Your Socks Off Answers, the latest in Zemke's best-selling series. Is it hard to imagine delivering superior customer service with a confused or irate customer breathing down your neck? The authors not only show how to maintain grace under fire, but actually give suggestions for fielding tough-as-nails customer questions...with aplomb. Whatever the comment or situation may be, readers will discover how they can: * acquire finesse in negotiating win-win solutions * ace those questions that have no easy answers * allow the customer to feel in control of the situation -- even when the customer is wrong The best way to handle customer nightmares, say the authors, is to interpret the actual needs, wants, attitudes, and fears implicit in the questions -- not to fire off a snappy retort. With Knock Your Socks Off Answers, service providers will be able to do just that, and put those nightmares to rest."
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| Customer Reviews:
How to Retain Your Customers with Tact and Diplomacy January 5, 2008
Indispensable Marketing Strategies author Paul Francis Musgrave
Customers expect to be treated with courtesy and respect. And most are quite polite themselves. But sometimes, customers can be so blunt or denigrating that you or your employees may start to feel offended and upset. Regardless of your own feelings, it's best to respond with tact and diplomacy.
If a rude customer catches you off guard, it can be hard to think fast enough on your feet to respond effectively. The solution is to try to anticipate the kinds of remarks they might make, and consider in advance how to reply. This book steps you through that process. It describes numerous possible customer service interactions, and explains how best to handle them - and why. As you read about one awkward situation after another, you'll find the book quite entertaining.
Adding to the fun is a section at the end that lists some really peculiar questions that have been asked by actual customers. There is also a section on how to behave as tactful customer yourself, and thereby motivate the best possible customer service for your own benefit.
If you are involved in front-line sales, customer service, or supervision, this book should help you handle a broad variety of awkward situations, and reduce the amount of stress you experience in your dealings with customers.
Paul Francis Musgrave, author of Indispensable Marketing Strategies - How to Outwit Your Competition, Attract and Retain Customers, and Multiply Your Profits - Marketing Strategy Secrets for Profitable Small Business Management
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