Skip to Main Content
Delivering Knock Your Socks Off Service, 5th Edition
book

Delivering Knock Your Socks Off Service, 5th Edition

by PERFORMANCE RESEARCH ASSOCIATES, John BUSH
October 2011
Beginner to intermediate content levelBeginner to intermediate
208 pages
4h 24m
English
AMACOM
Content preview from Delivering Knock Your Socks Off Service, 5th Edition

6Knock Your Socks Off Service Is:Empathetic

“Consumers are statistics. Customers are people.”

—Stanley Marcus

Customers come in a wide variety of shapes and sizes, and they bring an equally wide variety of wants, needs, expectations, attitudes, and emotions with them to the service transaction. Consequently, customers want to be treated as individuals. No one likes to be treated like a number by a service worker responding like a machine. Recognizing your customers’ emotional states helps you figure out the best way to effectively and professionally serve them.

Consider how you might treat these two customers if you were the banquet manager for a fancy hotel:

• Tom Timid walks into the catering office looking nervous and tense. He is planning ...

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

Ron Zemke, Bobette H Williamson
Managing Knock Your Socks Off Service, 3rd Edition

Managing Knock Your Socks Off Service, 3rd Edition

Chip R. Bell, Ron Zemke, John Bush
Becoming an Exceptional Executive Coach

Becoming an Exceptional Executive Coach

Michael FRISCH, Robert LEE, Karen L. METZGER, Jeremy ROBINSON, Judy ROSEMARIN
Putting People First

Putting People First

MIT Sloan Management Review

Publisher Resources

ISBN: 9780814417553