Delivering Knock Your Socks Off Service

The fourth edition of this customer service bestseller still delivers the proven Knock Your Socks Off formula, and has been updated with all-new techniques that will help anyone successfully work with even the most difficult customers.

From The Publisher:

Today's customers are smarter and more demanding?and with so many choices available, repeat business is at greater risk than ever before. The fourth edition of this customer service bestseller still delivers the proven Knock Your Socks Off formula, and has been updated with all new techniques that will help anyone successfully work with even the most difficult customers. Featuring brand-new chapters on important topics such as understanding cultural and generational differences in customers, plus fresh anecdotes and never-before-seen illustrations by cartoonist John Bush, this indispensable guide shows readers how to create a true and lasting ?Service Advantage.? Extensively updated and expanded, the best-selling front-line customer service book ever published is now even better.