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PERFORMANCE RESEARCH ASSOCIATES, INC., was founded in 1972 by the late Ron Zemke, author of nearly 40 books on service quality and organizational effectiveness.

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When the first edition of Delivering Knock Your Socks Off Service arrived in book­stores, “Does service matter?” was an unsettled question. Now 20+ years and a service industry revolution later, it’s 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. And now, in this special 20th anniversary edition of the book that has long been relied on for the best guidance on knocking customers’ socks off—you’ll find all-new tips, tools, and techniques for the world we live in today.

Whether you’re new to customer service or an old pro, this book shows you how to:

• WOW your customers

• Become a fantastic fixer and powerful problem-solver

• Determine the right times to bend or break the rules

• Work with cultural and generational differences

• Become a valued “listening post” for your organization

• Effectively handle “customers from hell”

Featuring real-world examples, the book contains all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.

The most important part of creating a “service advantage” is still you. And this fun-to-read, classic resource will show you how to provide the best service imaginable, time after time.

Praise for Previous Editions:

“An easy-to-read service bible.” — The American Salesman

“…A must-read for retailers working with today’s challenging customers.”— Retail News Magazine

“Written in a witty, engaging style, and offers real tactics any service provider can use. Once you’ve read this book, pass it on to your employees.” — Entrepreneur Magazine

Performance Research Associates, Inc., founded in 1972 by the late Ron Zemke, one of the leaders of the American customer service revolution, trains and consults with organi­zations of all types and sizes on service quality, customer loyalty, and creating a customer-driven culture. PRA’s clients have included PricewaterhouseCoopers, Microsoft, Pruden­tial Insur­ance, Harley-Davidson, GlaxoSmithKline, Universal Studios theme parks, Motorola, Turner Broadcasting System, and many others. The firm is located in Minneapolis. For more information please visit www.socksoff.com