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

27Be a Fantastic Fixer

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”

—Donald PorterBritish Airways

You go into your wireless carrier to pick up the newest 4G model; the just-released model is sold out and won’t be back in stock for at least three months. You are disappointed—even angry. Why did they advertise it if they didn’t have it? you ask yourself. A salesperson notices your obvious upset. Maybe it’s the expression on your face—or the steam coming out of your ears.

Salesperson: May I help you?

You (grumpily): I doubt it. I came in to upgrade to the new phone you’re advertising as being released today, but surprise, surprise, you’re out!

Salesperson: I’m sorry. Demand for this new model has ...

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