By Performance Research Associates, Inc
Amacom, $18.95, 225 pages
It is readily apparent why Delivering Knock Your Socks Off Service is celebrating its 20th anniversary with its fifth edition. This very comprehensive book has information for everyone – from new customer service rep to tenured service rep to a customer service manager. The book opens with a framework called RATER for Reliable, Assuring, Tangibles, Empathetic and Responsive. Certainly an acronym can make a process memorable but this book offers so much more.
Full of Valuable Information for the Customer Service Provider!
Delivering Knock Your Socks Off Service is loaded with examples, stories, tips, sample verbiage and even humorous cartoons. Listening tips and question tips are provided, along with forbidden phrases to avoid and some effective substitutions to use instead. The book offers an updated approach to providing customer service via chat, text and email and even addresses culturally and generationally sensitive tips. The book ends with an action plan so that the reader truly can make a real change (or improvement) in their behavior. This book delivers so much information and tips that there is no way that once you read it you won’t be a customer service guru yourself!
Reviewed by Seniye Groff