3The Rules of Knock Your Socks Off Service


Learning Objectives

By the end of this chapter, you should be able to:

• Give three reasons why honesty is the only policy.

• Assess whether or not to make an exception to a rule.

• Make the system work for customers.

• Pay attention to details that influence customers’ perceptions of your organization.

• Recognize situations when selling is good service.

• Say thank you to customers and others deserving of appreciation.


Working with people—serving customers—can be a rewarding, fulfilling, and uplifting way to make a living or spend a life. Working with people—serving customers—can also be ...

Get Delivering Knock Your Socks Off Service now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.