Delivering Knock Your Socks Off Service
Editorial Review
Delivering Knock-Your-Socks-Off Service means creating a positive, memorable experience for every customer, exceeding expectations, and satisfying needs in such a way that you’re seen as easy to do business with. It means looking for opportunities to wow and delight your customer in unique and unexpected ways. The customer who experiences all that will be your customer again and again. When you deliver Knock-Your-Socks-Off Service, everybody wins: your customer, your company, and you.
Book Reviews
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In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
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Wisdom to Share
If your organization doesn’t offer what the customers want or need, if you don’t interact with them in a manner that meets or exceeds their expectations, or if you aren’t quick about it, they will just walk on down the street—or let their fingers surf the Internet—and do business with one of your competitors.
Delivering Knock-Your-Socks-Off Service means creating a positive, memorable experience for every customer, exceeding expectations, and satisfying needs in such a way that you’re seen as easy to do business with.
Once you know what your customers do and don't expect—the promises they expect you to keep—you are in a position to shape your customer's expectations to match what you can do for them.
When you provide Knock-Your-Socks-Off Service, your actions assure customers that they are doing business with a well-trained, skillful service professional.
Today, customers expect to be reassured by the people they deal with. And that takes more than mastery of a few simple "people skills." It's the combination of both style and substance that wins accolades and brings customers back again and again.
Customers want to be treated as individuals. No one likes to be treated like a number by a service worker acting like a machine.
Recognizing your customers' emotional states helps you figure out the best way to effectively and professionally serve them.
Involving customers in generating solutions not only starts to rebuild the relationship, but also gives them the feeling that your business really is interested in satisfying their needs.
It’s helpful to have a framework that captures the multiple service factors that determine the quality of a customer’s experience with your company.
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