Delivering Knock Your Socks Off Service (American Management Association Self-Study Programs)

•Knock Your Socks Off Service skill self-assessments-to give you a snapshot of your current skill level. With these assessments, you'll see where your strengths are and you'll be able to identify areas that you want to improve.•Goal-setting and action-planning worksheets-use these to write out your Knock Your Socks Off Service goals, list action steps to achieve those goals, and track your progress.•Exercises-where you apply what you've learned in this course to your job.•Case situations-where you'll prepare to meet challenging customer service issues before encountering them. Each case has a model answer based on tried-and-true methods used by successful customer service professionals.•Desktop reminders-these are point-by-point guidelines you'll find throughout the course. You'll also find them on a laminated card you can take to work and keep in view or tucked away in your top drawer. A quick glance when the pressure's on will remind you what to say or do next.