Ann Thomas

Jill Applegate

Performance Research Associates

From the bestselling Knock Your Socks Off Service series, this valuable tool book includes a plethora of fast and effective activities that teach customer service professionals how to provide world-class service.

101 Activities for Delivering Knock Your Socks Off Service

Make customer feedback work for your business. Customers are speaking loud and clear through a miriad of mediums. Evidence shows that customers will no longer stand for the hurried and complacent service that has become the norm. They are looking for a positive, memorable experience. Organizations that provide that level of service will earn their loyalty. Customers base their decisions on nothing more than a positive or negative review of your product and/or service. Pay Attention! paves the way. Your company wins when you: Understand Customer Expectations Embrace and implement The RATER Factors Define who you are and what you offer Become E.T.D.B.W. (Easy To Do Business With) Connect with your audience in all mediums React appropriately and respond immediately to customer feedback Recover sincerely when things go wrong All you need is to Pay Attention!

Jill Applegate

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