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Delivering Knock Your Socks Off Service
Performance Research Associates, AMACOM 800-714-6395
www.amacombooks.org
Reviewed By: Diane Sidwell Jones
I reviewed the Delivering Knock Your Socks Off Service self-study print course several years ago for Training Media Review, and it has been my primary reference for customer service training ever since.
Several sections are marked, tagged, and well worn. Of course, that is what you would expect from any Knock Your Socks Off publications. They have been providing solid guidelines and techniques for satisfying customers for the past fifteen years.
The fourth edition of Delivering Knock Your Socks Off Service shows how the original principles have stood the test of time. It also reflects the changing needs of the industry and how to address these new concerns.
The editors knew better than to modify a proven formula. The RATER (Reliability, Assurance, Tangibles, Empathy, Responsiveness) principles are still included as an introduction to the Knock Your Socks Off Service fundamentals. Individual chapters are devoted to each component of the RATER formula. They are clear and practical so that readers understand the business impact of each principle.
Other how-to sections have been pared down, combined, or reorganized. However, the message of the communication techniques is still crystal clear. Other areas have been updated to reflect the changes in the service industry, primarily technology partners and a global economy.
Each year, the industry’s email volume increases—and so has the book’s section on email writing. Another sign of updated content is a chapter on communicating respectfully with nonnative speakers. The newest edition also includes another current popular topic: how to cross the generational gap.
Handling a disappointed or disgruntled customer is always a topic of interest for the customer service professional. The "Service Recovery" section is another anchor in this edition. Many of the scenario examples have been updated to keep current with business trends.
Naturally, sections such as “Service Recovery on the Internet” have been updated. Overall, the problem-solving techniques for difficult situations and difficult customers are still very effective and a valuable part of the book. I’ve always appreciated how the section on handling these difficult challenges is followed by stress reduction techniques and self-improvement tips. There are new illustrations from cartoonist John Bush.
The only criticism that I’ll offer is very minor. The “tips” in each section are now set in a light font, which makes it hard for baby boomer eyes to read!
My last comment is a sentimental one. It is sad to see the removal of Ron Zemke’s name because this is the first edition that has been published since his passing. I am very grateful that Performance Research Associates is carrying on his mark of excellence in the industry. I only wish that he had been given more of a memorial in the preface and acknowledgments.
Recommendation
Delivering Knock Your Socks Off Service continues to be a solid and practical guide for everyone involved in the service industry. All of the proven fundamentals are included, and, in the fourth edition, are presented in smaller segments. This shows how the book has reached out to today’s readers who want to find what they need fast.
Overall rating: 3.5
Note: ratings use a four-point scale, with 4.0 the highest rating and 1.0 the lowest.
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