101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

INDEX
accents, as nonverbal cue, 161
acknowledgment, in service recovery process, 266
active listening, 122–125
apologizing, 266, 278–280
appearance, as nonverbal cue, 157, 162
assessing RATER factors, 17–20
assumptions, 198–199
Assurance, 31–41
of the competition, 39–41
knowledge for, 36–38
as language of competence, 31–35
self-assessment of, 80–81
sins of service related to, 90
atonement, 266, 295–299
attention, undivided, 129–130
Baby Boomers, tips for serving, 204
background questions, 132
badly-worded questions, 144–146
Baptist Health Group, 152
barriers
to effective listening, 118–121
to Responsiveness, 65–67
Berry, Leonard, 14–16
biases, heightening awareness of, 200–201
Blue rules, 106–111
Call Review Sheet, 142–143
calming customers, 306–308
Carlson, Jan, on serving the customer, 7
celebrating success, 350–351
CFH, see Customers From Hell
CGTH, see customers going through hell
change, coping with, 329–332
checking watch or clock, as nonverbal cue, 160
coaching, evaluation of, 275–276
communication
for Assurance, 31–35
during face-to-face situations, 158–162
between organizational partners, 215–217
sensitivity in, 198–199
see also specific topics, e.g.: nonverbal cues
company knowledge, 36
confirmation questions, 132–133
continual improvement, 343
continuous learning, 348–349
control
activities under your, 218–220
giving customers sense of, 317–319
of Tangibles, 45–46
coping with change, 329–332
correcting customers, 92–94
courtesy, 36, 231–233
cross-selling, 251–254
cultural differences
sensitivity to, 198–199
stereotypes related to, 200–201
curiosity, power of, 348–349
customer commitment, evaluating, 272–273
customer-driven promises, 24, 26

-359-

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