Delivering Knock Your Socks Off Service by Performance by Performance Research Associates

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Additional info for Delivering Knock Your Socks Off Service by Performance Research Associates. (AMACOM,2011) [Paperback] Fifth Edition

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But three strikes, and the customer’s credibility is gone and the late charge stands. NOTE: Making a wrong customer right, without giving away the store, can be an incredible challenge. In fact, we wrote an entire book about it— Knock Your Socks Off Service Recovery (AMACOM, 1997), It’s a great desk reference for figuring out tactful responses to customers. “Don’t fix the blame. org This page intentionally left blank II The How To’s of Knock Your Socks Off Service Outstanding customer service is a tapestry of individual actions that are important in the customer’s eyes.

Silence. ” To make a long story short, she didn’t end up with a room service meal that night, though the room service personnel at many hotels since then have easily and cheerfully accommodated similar requests. Guess which hotel in Kansas City she tells people to avoid? Red Rules vs.

Instead of assuming there must be a rule that will make you say no, find out how to say yes. A friend of ours remembers a business trip to Kansas City. She was working particularly long days. Back in her hotel room one evening, hungry from having skipped lunch, she reviewed the room service menu. Nothing appealed. She called down to room service and asked if she could have a plain broiled chicken breast with a small salad. “I don’t see that on the menu,” the room service waiter responded. “It’s not,” she replied, “but it’s what I’d really like to have.

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