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.
“Delivering Knock Your Socks Off Service should be mandatory reading for anyone in the customer service industry, and anyone who works with people for that matter. Whether it is customers, clients or co-workers, this book with increase your effectiveness and communication skills with people.”— Freedom Personal Development
The most common forms of sales sabotage are stylistic. How we talk with customers can easily undermine our ability to position ourselves to succeed and win business. No one does this intentionally, but the fact remains, if you don’t know how to effectively structure and conduct customer conversations, what you talk
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.
In the overcrowded world of goods, products and services, it’s far from an easy task to have your commodity stand out as the leader of the pack. In the marketplace today, everything is “better”; all foods ‘taste better’ all cars ‘drive better’ and all technologies are wired to ‘work better’. But
Salespeople are like lions hunting for their prey; experienced lions do not waste their time and energy over many scattered opportunities. Rather, they focus on the prey that is worth their energy, such as zebras. Therefore, “zebras” are a metaphor for the “right” prospects because they are “unique” in the sense
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.