Delivering
Knock Your Socks Off Service
By Ron Zemke with Bobette Hayes Williamson
 Create
a service advantage with the new self-study course
by customer service guru Ron Zemke.
Ron Zemke’s newest training tool, based on the acclaimed
Knock Your Socks Off series, reveals the secrets of customer
care in the same down-to-earth style that makes Knock Your
Socks Off the consistent choice for customer service training.
In practical, easy to follow steps, learn trusted techniques and
positive approaches that will inspire you to believe in the value
of customer care and give you the skills and style to deliver
it. This self-study program takes these winning concepts to a
new level with interactive features that enable you to turn the
Knock Your Socks Off Service advantage to a competitive
advantage in your own workplace:
- Knock Your Socks Off Service Skill Self-Assessments
– Get a snapshot of your current skill level. Identify
your strengths and work on areas you need to improve.
- Goal-Setting and Action-Planning Worksheets –
Nail down your own Knock Your Socks Off Service goals, list
action steps to achieve them, and track your progress.
- Exercises – Apply what you’re learning to
your own work.
- Case Situations – Prepare to meet challenging
customer service issues before you encounter them. Learn from
model answers based on tried-and-true methods used by successful
customer service professionals.
- Desktop Reminders – Check out the point-by-point
guidelines you’ll find throughout the course or keep them
in view on the colorful laminated card provided. A quick glance
when the pressure is on will remind you what to say or do next.
You’ll learn how to
- See things from the customer’s point of view
- Meet customer expectations and satisfy their needs
- Create a memorable experience for the customer
- Become easy to do business with
- Determine the right time to bend or break the rules
- Become a fantastic fixer and powerful problem-solver
- Cope effectively with "customers from hell"
- Avoid the ten deadly sins of customer service
- Formulate smart answers to tough customer questions
Course Objective: Deliver world class customer
service using Knock Your Socks Off skills in communication,
self-management, and organization.
Level: Fundamental
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