{"product_id":"used-very-good-delivering-knock-your-socks-off-service-kristin-anderson-paperback","title":"Used - Very Good | Delivering Knock Your Socks Off Service -- Kristin Anderson, Paperback","description":"\u003cp\u003e\u003cstrong\u003eCondition: Used - Very Good.\u003c\/strong\u003e This is one pre-owned copy.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eCondition notes:\u003c\/strong\u003e Very good.\u003c\/p\u003e\n\u003cp\u003eThis bright and breezy service primer has proven itself a big hit with front-line service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure the \"good service\" message gets across loud and clear. Using anecdotes, cartoons, and checklists the book make its point:\u003c\/p\u003e\n\u003cp\u003e\"As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or break the company.\"\u003c\/p\u003e\n\u003cp\u003eWith a mix of inspiration and concrete techniques readers can put to use the very day they get it, the book shows how to:\u003c\/p\u003e\n\u003cp\u003e** use the power of listening to help customers\u003c\/p\u003e\n\u003cp\u003e** use words effectively -- to soothe, reassure, and communicate\u003c\/p\u003e\n\u003cp\u003e** personalize service without getting emotionally involved\u003c\/p\u003e\n\u003cp\u003e** master the Art of Calm\u003c\/p\u003e\n\u003cp\u003e** make service more than just \"being nice\" and really deliver tangible benefits to the customer\u003c\/p\u003e\n\u003cp\u003eThe second edition is completely updated and includes new information on: e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the \"customer from hell\"!\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eAuthor:\u003c\/strong\u003e Kristin Anderson\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublisher:\u003c\/strong\u003e Amacom Books\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePublished:\u003c\/strong\u003e 1997\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003ePages:\u003c\/strong\u003e 160\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e Paperback\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eISBN:\u003c\/strong\u003e 9780814479704\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Kristin Anderson","offers":[{"title":"Default Title","offer_id":67809018904804,"sku":"FRK000000636","price":2.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0611\/9587\/8628\/files\/81DE-3M3bvL.jpg?v=1792781141","url":"https:\/\/bookandmortar.com\/products\/used-very-good-delivering-knock-your-socks-off-service-kristin-anderson-paperback","provider":"BookandMortar","version":"1.0","type":"link"}