Roundup: How to deliver 'knock your socks off' customer service

Over the past few weeks, we've been happy to bring you excerpts from "Delivering Knock Your Socks Off Service," a customer service classic that recently celebrated its 20th anniversary with the publication of a brand new updated edition. We'd like to thank our friends at AMACOM Books for allowing us to bring them to you.

In case you missed any of them, here are the five installments in one convenient place, for your bookmarking, sharing, tweeting and liking pleasure:


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What is 'knock your socks off customer service'?
Research finds that it costs five times more to attract a new customer than it does to keep one you already have.

Re-assuring the assurance factor: Why smiles and happy faces aren't enough
When providing customer service, courtesy is not a substitute for competence and skill.

Good selling is good service; Good service is good selling
Sales and service are not separate functions. They are two sides of the same coin.

Why timeliness and responsiveness are crucial for retail
The best time for anything is the time that is best for the customer.

For retail, honesty is the only policy
Misleading customers leads to far worse problems than telling them something unpleasant they need to hear right now.

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User Comments – Give us your opinion!
  • Ken Lonyai
    64515545
    "Research finds that it costs five times more to attract a new customer than it does to keep one you already have."

    I see tons of these statements and no solid references. Can you point me to some of this research?
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