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Delivering Knock Your Socks Off Service
Book

Delivering Knock Your Socks Off Service

AMACOM, 2003
First Edition: 1991 подробнее...


Editorial Rating

9

Qualities

  • Applicable

Recommendation

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.

Take-Aways

  • To customers, you are the company.
  • To provide great customer service, consider what your customers need and expect, and how to best provide it.
  • The five essential factors in good customer service are: "reliability, assurance, tangibles, empathy and responsiveness" - RATER for short.

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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