Knock Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare Customerssolving Customer Nightmares and Soothing Nightmare Custome

by Kristin L. Anderson and Ron Zemke

"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... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0814478840
• ISBN13: 9780814478844
• Release Date: January 1995
• Publisher: Amacom
• Length: 176 Pages
• Weight: 0.64 lbs.
• Dimensions: 0.5" x 6.8" x 8.6"
• Age Range: 17 years and up
• Grade Range: Grade 12 and higher

Customer Reviews

How to Retain Your Customers with Tact and Diplomacy

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