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Title: Delivering Knock Your Socks Off Service by Ron Zemke, Kristin Anderson ISBN: 0-8144-0765-X Publisher: AMACOM Pub. Date: October, 2002 Format: Paperback Volumes: 1 List Price(USD): $18.95 |
Average Customer Rating: 4.36 (11 reviews)
Rating: 5
Summary: Packed with Knowledge!
Comment: In Delivering Knock Your Socks Off Service, Performance Research Associates - with some editorial help from Ron Zemke - highlight the main principles and techniques involved in providing great customer service and resolving customer problems. This lively book features many short chapters, cartoons, bulleted axioms and what-to-do examples. However, much of the information seems very familiar, like a juiced-up version of hints, tips and advice that have appeared in many other customer service books. Thus, it has a kind of déjà vu quality. While someone who is experienced in this field may find the information here too familiar, we recommend this accessible volume as a great introduction to customer service.
Rating: 5
Summary: It's not Brain Surgery ¿ So why is it so hard to do well?
Comment: "Knock Your Socks Off" is an easy to read, well-organized, thorough introduction to the crucial aspects of providing excellent customer service. I kept it on the corner of my desk and read it during lunch hours. The 31 short chapters (approx. 150 pages) can be finished in just a week or two. I intend to pass it along to the Customer Service Reps that work for me as "required reading" (or maybe even splurge and buy them their own copy!)
The book is organized in Four Parts:
1.The Fundamental Principles of Knock Your Socks Off Service - includes the RATER factors: Reliability, Assurance, Tangibles, Empathy, Responsiveness.
2.The How To's of Knock Your Socks Off Service - honesty, rules, doing the right thing, listening, asking questions, winning words and soothing phrases, telephone tips, writing skills, details, thank-yous.
3.The Problem-Solving Side of Knock Your Socks Off Service - how to fix problems, fix the person, apologize, and handling nasty customers.
4.Knock Your Socks Off Service Fitness - Taking Care of You - how to stay calm, professional, and competent and how to have fun doing it
Whether you're new to the business of providing customer service or a seasoned pro, this book will give lots of great advice and a positive perspective on the challenges of providing good customer service. I plan on using the book to help set goals and establish metrics for improving service at my company.
Rating: 4
Summary: Great for those joining the service line for the first time
Comment: After two weeks of joining the service business I was eagerly looking for a book that discusses about delivering good--if not exceptional--service. My conclusion is that this book will meet your expectations if you are new to the business--just like me.
The authors provided many suggestions and recommendations in ways of delivering quality service. I read this book in the span of two-three months, and by the time I finished reading, I realized that I have been doing pretty much most of the things that the authors are suggesting. And based on my customer service feedback, the authors are pretty correct. So, I walked away knowing that I have been doing the right things and a few more ideas of how to improve my service level.
I would have given a five-star if I can find some of the chapters being elaborated further, such as those towards the end of the book. For example, I would like the chapter (Chapter 20) on Exceptional Servic Is in the Details being further elaborated as I found I need some suggesstions for carrying my service level to another level. Nevertheless, the book does give me some hints on areas to look into.
In conclusion, I would recommend this book to those who join the service industry for the first time and want to get some ideas on providing quality service. And for those who are searching for more, you will be refreshed and walk away with some good suggestions and pointers.
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