Delivering Knock Your Socks Off Service

The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service, this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock Your Socks Off formula to the new demands of 21st-century business, the third edition features all-new chapters on Delivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories, real-world examples, and new illustrations by cartoonist John Bush.