Summary of Delivering Knock Your Socks Off Service
First Edition: 1991
Copyright © 2003 AMACOM, a division of American Management Association
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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, getAbstract.com recommends this accessible volume as a great introduction to customer service.
In this summary, you will learn
- The fundamental principles of great customer service, such as being reliable, responsive and reassuring;
- Techniques for applying these principles, such as being honest, doing the right thing and listening; and
- How to solve problems in dealing with customers.
About the Author
Performance Research Associates is a consulting firm specializing in customer service. Individually and together, PRA’s principals have authored more than 40 books and thousands of articles. PRA has developed numerous seminars, training films and organizational assessment instruments. Founded in 1972, PRA consults with large and medium-size corporations and nonprofits. Its clients have included Glaxo SmithKline, American Express Financial Advisors, Prudential Insurance, Harley-Davidson, Dun & Bradstreet, Motorola, Universal Studios and many others.
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