Kelly Wainwright
ABSTRACT
While we all work in the field of technology, at the heart of what're do is customer service. However this is a skill that we seldom take the time to reflect on or improve. While many consider customer service to be common sense, it still warrants a regular review of the basics. Using the book DELIVERING KNOCK YOUR SOCKS OFF SERVICE by Ron Zemke, this paper will review the basics of customer service to help us all ensure that we are on the correct path.
- Anderson, K., and Zemke, R. 1998. Delivering Knock Your Socks off Service. Performance Research Associates, Inc. United States.Google Scholar
- Baber, M. 1986. Integrated Business Leadership Through Cross Marketing. Warren H. Green.Google Scholar
Index Terms
- Customer service 101: a refresher for us all
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