By Performance Research Associates, Visit Amazon's Ann Thomas Page, search results, Learn about Author Central, Ann Thomas, , Jill Applegate

State-of-the-art consumers wish carrier that's speedier, larger, more cost-effective. yet how can companies make sure that they're ready to satisfy that problem? the best addition to best-selling writer Ron Zemke's "Knock Your Socks Off Service[registered]" booklet sequence, "101 actions for providing Knock Your Socks Off provider" offers readers with functional instruments to aid meet their buyers' wishes. This set of strong routines teaches customer support managers and staff useful how you can support their companies offer world-class carrier 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 worthwhile consultant may 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)

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39 Section One • The Fundamentals of Knock Your Socks Off Service 2. ” Explain that this is your goal for the next several days— to challenge and observe how other service providers assure their customers. 3. Ask participants how they think a secret shopper should think and act. 4. From your list of outstanding business examples, ask participants to pick two organizations they will contact in the next week, either by phone or in person. Using Activity 12, ask them to keep detailed notes of what the service providers say and do.

Note: Change the phrase to “The customer will experience my work group as _______________________________________ when. . ”) 2. The exercise also may be done from the perspective of either internal or external customers. Simply clarify that difference when setting up the activity. org/go/101ActDKYSOS • © 2009 AMACOM, a division of American Management Association. ___________________________________________________________. ACTIVITY 6 How Do I RATE? It’s important to know where associates stand in relation to the five all-important RATER factors.

When the group is gathered, remind them of what Tangibles are all about. 2. Describe what is going to happen on your field trip. As you navigate your work space, area, or building, ask participants to consider what they see, hear, touch, smell, and possibly taste that the customers (both external and internal) will also experience. You want participants to experience these Tangibles through the customers’ eyes. Encourage the participants to take notes as they walk around and observe. Distribute copies of Activity 13.

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