Delivering Knock Your Socks Off Service

Authors: Ron Zemke, Bobette Hayes Williamson
Testing Format: multiple choice
Your Price: $159.00
ISBN: 9780761215455

Overview

This Self Study course is based on three books from the highly acclaimed Knock Your Socks Off Service® series by Ron Zemke and Kristin Anderson. Like the books, this course is chock-full of practical information that will help you give external and internal customers exceptional service every day. It’s packed with proven techniques to get you out of tough situations – times when there’s been a service breakdown or when you’re face-to-face with a difficult customer.

Taking the ideas presented in the books to the next level, the course includes the following interactive features that allow you apply the material to your job and your life:

—Skill Self-Assessments

—Goal-Setting and Action-Planning Worksheets

—Exercises

—Case Situations

—Desktop Reminders

By taking this course, you’ll learn techniques that customer service professionals say work back on the job, day after day, one customer at a time. People who will benefit from this course include frontline employees, customer service professionals, sales staff, telemarketers, call center staff, technical support people, and anyone who interacts with internal or external customers. The course will also benefit supervisors, managers, team leaders, and others who coach frontline service professionals.

Who Will Benefit

Frontline employees, customer service professionals, sales staff, telemarketers, call center staff, technical support people, and anyone who interacts with internal or external customers will learn useful tips for dealing with upset and irate customers from this course. The course will also benefit supervisors, managers, team leaders, and others who coach frontline service professionals.