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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

Index

Accenture, 164

Amerispeak, 94

apologies, 149, 160–163

appearance, 80, 205

Applegate, Jill, on listening, 62

Arizona State University School of Business, 164

assumptions vs. rules, 49–50

assurance, 10, 18–22

atonement, 149–150, 172–173, 183

attitude, listening, 66

At Your Service training program, 93

auto acknowledgment, 178

Axtell, Roger, on communication, 94

Baby Boomer generation, 99–100

background questions, 68–69

bad language customers, 192–193

banks, customer expectations, 154

behavior, personal, see personal behavior

Bell, Chip R.

on assurance, 18

on colleagues, 106

on service recovery, 152

on stress reduction, 203

Bennett, David, on sales, 118

Berry, Leonard

on RATER factors, 9–11

on sales, 118

Bezos, Jeff, on service recovery, ...

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Publisher Resources

ISBN: 9780814417553