{"product_id":"9780814417553","title":"Delivering Knock Your Socks Off Service","description":"\u003cp\u003eWho would’ve thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, \u003ci\u003eDelivering Knock Your Socks Off Service\u003c\/i\u003e has been completely revised and is better than ever!\u003c\/p\u003e\u003cp\u003eStill the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.\u003c\/p\u003e\u003cp\u003eThe book provides readers with proven tips and strategies for:\u003cbr\u003e• Exceeding customer needs and expectations \u003cbr\u003e• Determining the right times to bend or break the rules \u003cbr\u003e• Becoming fantastic fixers and powerful problem-solvers \u003cbr\u003e• Using the RATER factors to wow your customers \u003cbr\u003e• Understanding cultural and generational differences \u003cbr\u003e• Becoming a listening post \u003cbr\u003e• Coping effectively with “customers from hell”\u003c\/p\u003e\u003cp\u003eWith people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, \u003ci\u003eDelivering Knock Your Socks Off Service\u003c\/i\u003e is the book no customer service professional can afford to be without.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47030750314736,"sku":"9780814417553","price":18.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780814417553_p0.jpg?v=1763739678","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780814417553","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}