101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)

Contents......Page 6
Our Thanks......Page 12
Introduction: About This Book......Page 14
SECTION ONE: The Fundamentals of Knock Your Socks Off Service......Page 16
1 What Customers Want, What Customers Expect......Page 18
2 Who’s Your Customer?......Page 22
3 Knock Your Socks Off Service......Page 25
4 Customers’ Ever-Changing Needs......Page 27
5 The RATER Factors......Page 29
6 How Do I RATE?......Page 32
7 The Value of Reliability......Page 36
8 Reliability: Promises, Promises......Page 39
9 Reliability: Secret Shopper......Page 43
10 Assurance: The Language of Competence......Page 46
11 Assurance: The Knowledge Game......Page 51
12 Assurance: Secret Shopper......Page 54
13 Tangibles: Take a Field Trip......Page 57
14 Tangibles: Sensory Perception......Page 60
15 Tangibles: Customer Feedback......Page 62
16 Tangibles: Secret Shopper......Page 65
17 Empathy vs. Sympathy......Page 67
18 Empathy: Building a Statement......Page 70
19 Empathy: Scripting Tough Situations......Page 73
20 Empathy: Partnering for Practice......Page 76
21 Responsiveness: Identifying the Barriers......Page 80
22 Responsiveness: Proactive vs. Reactive......Page 83
23 Responsiveness: Role-Play......Page 87
24 RATER Self-Assessment......Page 91
25 The Ten Deadly Sins of Service......Page 103
26 The Customer Is Always... the Customer......Page 107
27 Educating Your Customer......Page 110
28 Filling the Knowledge Gap......Page 113
SECTION TWO: The How-To’s of Knock Your Socks Off Service......Page 116
29 Good Question: Honesty......Page 118
30 Identify the Rules: Red Rules/Blue Rules......Page 121
31 Making Exceptions......Page 124
32 Why Customers Don’t Trust......Page 128
33 Create an Environment of Trust......Page 131
34 Barriers to Effective Listening......Page 133
35 Go Ahead, I’m Listening......Page 137
36 Follow My Lead......Page 141
37 Listening: Taking a Mental Detour......Page 144
38 Crafting the Best Questions......Page 146
39 The Name Game......Page 149
40 Who Knows?......Page 153
41 How Did I Do?......Page 157
42 When Questions Go Wrong......Page 159
43 Winning Words and Soothing Phrases......Page 162
44 Scripting Better Responses......Page 166
45 Give a Nonverbal Cue!......Page 169
46 Face-to-Face Charades......Page 173
47 Receiving Nonverbal Cues......Page 178
48 Telephone Checklist......Page 182
49 Be a Standout on the Phone......Page 185
50 Just Phone Home!......Page 190
51 Telephone Etiquette: Secret Shopper......Page 194
52 Tongue Twisters with a Twist......Page 197
53 E-Mail vs.Telephone......Page 199
54 Written Communication Review......Page 204
55 Practice E-Mail Communications......Page 206
56 E-Mail Etiquette......Page 210
57 Communication Sensitivity......Page 213
58 It’s a Small World......Page 215
59 The Generational Divide......Page 217
60 Generations at Work......Page 221
61 Saying “No,” Positively......Page 224
SECTION THREE: Seamless Knock Your Socks Off Service......Page 228
62 Communicating Across Functions......Page 230
63 Hitting the Target......Page 233
64 Visit an Internal Customer......Page 236
65 It’s Not My Job......Page 238
66 Mindbenders......Page 242
67 It’s All About Kindness......Page 246
68 Details, Details, Details......Page 249
69 Creating a Cycle of Service......Page 252
70 Analyzing Moments of Truth......Page 256
71 Details That Make a Difference......Page 259
72 Value-Added Service......Page 263
73 Good Selling Is Good Service......Page 266
74 So Many People to Thank......Page 270
75 Making “Thank You” Personal......Page 273
76 Thank-You Round Robin......Page 275
SECTION FOUR: The Problem-Solving Side of Knock Your Socks Off Service......Page 278
77 The Service Recovery Process......Page 280
78 How Ready Are You to Recover?......Page 283
79 Using the Well-Placed “I’m Sorry”......Page 293
80 Finding the Right Fix......Page 296
81 Putting Recovery Knowledge into Action......Page 298
82 Tell Me a Story......Page 301
83 Make Customers Your Partners in Problem Solving......Page 303
84 Maximize Your Web Site Impact......Page 307
85 Matching Atonement to the Error......Page 310
86 Fix the Customer First, Then the Problem......Page 315
87 Fix the Customer Role-Play......Page 318
88 Calming Obnoxious Customers......Page 321
89 Customers From Hell® Hall of Shame......Page 324
90 Difficult Customer Match Game......Page 328
91 A Question of Control......Page 332
SECTION FIVE: Knock Your Socks Off Fitness......Page 336
92 Stress Reducers......Page 338
93 Create a Stress Log......Page 342
94 Coping with Change......Page 344
95 The Web of Support......Page 348
96 The Power of Positive Talk......Page 352
97 Keep It Professional......Page 355
98 Learning Assessment......Page 358
99 The Power of Curiosity......Page 363
100 For All You Do, This Note’s For You......Page 365
101 What’s Important to Me?......Page 368
Credits......Page 372
C......Page 374
E......Page 375
J......Page 376
P......Page 377
R......Page 378
T......Page 379
W......Page 380
About the Authors......Page 382