Contents - Delivering Knock Your Socks Off Service [Book]

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Contents

About This Course

How to Take This Course

1 Serving Customers

Knock Your Socks Off Service

The Service Advantage

Customers Are Demanding

Customers Are Everywhere—Inside and Out

External Customers

Internal Customers

Relationship between Quality of Internal and External Customer Service

Moments of Truth

Managing Moments of Truth

Mastering Moments of Truth

To the Customer, You Are the Company

Keeping Pace with Changing Customer Needs

Delivering Exceptional Service

The Power to Keep Customers Coming Back

Review Questions

2 Principles of Knock Your Socks Off Service

Reliability: Keeping the Service Promise

Organizational Commitments

Common Expectations

Personal Promises

Managing Promises ...

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