The fundamental principles of knock your socks off service
The only unbreakable rule: to the customer you are the company
Know what knock your socks off service is
Knock your socks off service is: reliable
Knock your socks off service is: responsive
Knock your socks off service is: re-assuring
Knock your socks off service is: tangibles
Knock your socks off service is: empathetic
The customer is always? the customer
The how to's of knock your socks off service
Honesty is the only policy
All rules were meant to be broken (including this one)
Creating trust in an insecure, suspicious world
Do the right thing? regardless
Listening is a skill ? use it
Ask intelligent questions
Winning words and soothing phrases
Facts for face-to-face
Tips for telephone talk
Putting pen to paper or fingers to keyboard
Putting your best e-mail forward
Serving customers around the globe
The generational divide
Delivering seamless socks off service
Co-workers as partners: communicating across functions
Exceptional service is in the details
Good selling is good service? Good service is good selling
Never underestimate the value of a sincere thank-you
The problem-solving side of knock your socks off service
Be a fantastic fixer
Use the well-placed "I'm sorry?"
Service recovery expectations
Service recovery and the Internet
Fix the person
Fair-fax the problem
Customers from hell are customers too
Customers from hell hall of shame
Knock your socks off service fitness: taking care of you
Master the art of calm
Keep it professional
The competence principle: always be learning
Party hearty.