Its taken as gospel that superior service leads to higher profits and faster growth. The Internet has changed how customers both shop and relate their experiences, but the foundations of exceptional service remain constant. Now, readers can find new tips, tools, and techniques for the world they live in today. n nWhat is quality customer service, and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping business professionals deliver outstanding customer service that keeps customers coming back. n nIn this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that dont.n nFor over two decades, this book has combined timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, Delivering Knock Your Socks Off Service provides you with: n nproven tips and strategies for exceeding customer needs and expectations, n ndetermining the right times to bend or break the rules, n nbecoming fantastic fixers and powerful problem-solvers, using the RATER factors to wow your customers, n nunderstanding cultural and generational differences, n nand coping effectively with your most challenging customers. n nDelivering Knock Your Socks Off Service delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.n