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Modern consumers wish provider that's quicker, greater, more cost-effective. yet how can enterprises make sure that they're ready to satisfy that problem? the precise addition to best-selling writer Ron Zemke's "Knock Your Socks Off Service[registered]" e-book sequence, "101 actions for offering Knock Your Socks Off provider" offers readers with functional instruments to assist meet their buyers' wishes. This set of robust workouts teaches customer support managers and staff invaluable how one can aid their companies offer world-class provider and is helping them create an motion plan for development. This identify is written within the similar obtainable and funny sort that made this sequence a vintage. Divided into 20-30 minute actions, this beneficial consultant may also help all readers enhance their provider and wow their shoppers.
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Extra info for 101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
8. Ask participants to discuss what gets in the way of their doing the above (#7) and what can be done to change that situation. ) Be sure to end on a positive note! org/go/101ActDKYSOS © 2009 AMACOM, a division of American Management Association. Businesses that deliver consistently reliable service Why you do business with them Businesses whose service quality is erratic or unreliable Why you do or do not do business with them 23 ACTIVITY 8 Reliability: Promises, Promises Reliability is doing what is promised dependably and accurately.
Primary Application Identify how to demonstrate each RATER factor based on the work you do. Think about specific behaviors you could use or activities you could initiate. • Reliability: The customer will know that I am reliable when I _________ ___________________________________________________________ ___________________________________________________________. • Assurance: The customer will be assured that I am courteous and competent when I ____________________________________________ ___________________________________________________________ ___________________________________________________________.
Have participants talk in small groups about their responses and reactions to the assessment. 3. Ask participants individually to spend a couple of minutes answering the questions that follow the assessment—Part B of Activity 6. 4. Solicit from each participant one action s/he will take to improve individual RATER factors. 17 18 Section One • The Fundamentals of Knock Your Socks Off Service PA R T A I know what promises my company makes to customers through its advertising, marketing materials, or other company documents.