101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview
CONTENTS
Our Thanksxi
Introduction: About This Bookxiii
SECTION ONE The Fundamentals of Knock Your Socks Off Service
  1What Customers Want, What Customers Expect3
  2Who’s Your Customer?7
  3Knock Your Socks Off Service10
  4Customers’ Ever-Changing Needs12
  5The RATER Factors14
  6How Do I RATE?17
  7The Value of Reliability21
  8Reliability: Promises, Promises24
  9Reliability: Secret Shopper28
 10Assurance: The Language of Competence31
 11Assurance: The Knowledge Game36
 12Assurance: Secret Shopper39
 13Tangibles: Take a Field Trip42
 14Tangibles: Sensory Perception45

-v-

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