Unfortunately we do not have a summary for this item at the moment

Part 1 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, responsive, reassuring, empathetic, tangibles; customers are everywhere - inside and out; the ten deadly sins of customer service; the customer is always...the customer. Part 2 The how-to's of knock your socks off service: honesty is the only policy; all rules were meant to be broken; do the right thing...regardless; listening is a skill - use it; asking intelligent questions; winning words and soothing phrases; facts for face-to-face; tips for telephone talk; putting pen to paper (or PC); good selling is good service - good service is good selling; never underestimate the value of a sincere thank you. Part 3 The problem-solving side of knock your socks off service: be a fantastic fixer; use the well-placed I'm sorry; fix the person; fair fix the person; customers from hell...are customers too. Part 4 Knock your socks off service fitness - taking care of you: master the art of calm; keep it professional; develop a trademark; the competence principle: always be learning; party hearty.