{"product_id":"9780814478844","title":"Knock Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers","description":"\u003cp\u003e\"Knock Your Socks Off Service isn't just good customer service. It has become the gold standard. And customers everywhere have Ron Zemke and Kristin Anderson to thank for it.\u003c\/p\u003e\u003cp\u003eFor everybody who loved Delivering Knock Your Socks Off Service, here's the sequel — Knock Your Socks Off Answers, the latest in Zemke's best-selling series. Is it hard to imagine delivering superior customer service with a confused or irate customer breathing down your neck? The authors not only show how to maintain grace under fire, but actually give suggestions for fielding tough-as-nails customer questions...with aplomb. Whatever the comment or situation may be, readers will discover how they can:\u003c\/p\u003e\u003cp\u003e• acquire finesse in negotiating win-win solutions \u003c\/p\u003e\u003cp\u003e• ace those questions that have no easy answers \u003c\/p\u003e\u003cp\u003e• allow the customer to feel in control of the situation — even when the customer is wrong\u003c\/p\u003e\u003cp\u003eThe best way to handle customer nightmares, say the authors, is to interpret the actual needs, wants, attitudes, and fears implicit in the questions — not to fire off a snappy retort. With Knock Your Socks Off Answers, service providers will be able to do just that, and put those nightmares to rest.\" \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47026601263344,"sku":"9780814478844","price":17.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780814478844_p0.jpg?v=1763748085","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780814478844","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}