By Performance Research Associates, Visit Amazon's Ann Thomas Page, search results, Learn about Author Central, Ann Thomas, , Jill Applegate
Modern day consumers wish provider that's quicker, larger, more cost-effective. yet how can corporations make sure that they're ready to satisfy that problem? the suitable addition to best-selling writer Ron Zemke's "Knock Your Socks Off Service[registered]" publication sequence, "101 actions for supplying Knock Your Socks Off carrier" presents readers with useful instruments to aid meet their clients' wishes. This set of strong workouts teaches customer support managers and staff necessary how you can support their firms offer world-class carrier and is helping them create an motion plan for development. This identify is written within the similar available and funny variety that made this sequence a vintage. Divided into 20-30 minute actions, this precious advisor may also help all readers increase their carrier and wow their clients.
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Extra info for 101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
__________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ Section One 2. • The Fundamentals of Knock Your Socks Off Service If the company you shopped wasn’t reliable in some way, how did it let you down and why? __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ 3.
Org/go/101ActDKYSOS © 2009 AMACOM, a division of American Management Association. 5. At the appointed time, discuss what associates have experienced. Ask questions like: • At each visit, what were your experiences regarding Reliability? • How does the experience of one associate compare to that of another who visited the same business? • What observations did you make that reinforced the factor of Reliability in delivering Knock Your Socks Off Service? • What problems or breakdowns in Reliability did you experience?
Be sure to include an enthusiastic thank-you at the end of the discussion with each customer. Write the script as provided in Part A of the activity. 4. Distribute copies of Part B of Activity 15. Ask participants to speak they received from the customers. Keep track of both positive and negative feedback. 6. Summarize what the participants have said. As a group, decide what change you will make about the Tangible surveyed. Ask if a particular participant wishes to make this change and offer it for group review.