"Knock Your Socks Off Service isn't just good customer service. It has become the gold standard. And customers everywhere have Ron Zemke and Kristin Anderson to thank for it.

For everybody who loved Delivering Knock Your Socks Off Service, here's the sequel — Knock Your Socks Off Answers, the latest in Zemke's best-selling series. Is it hard to imagine delivering superior customer service with a confused or irate customer breathing down your neck? The authors not only show how to maintain grace under fire, but actually give suggestions for fielding tough-as-nails customer questions...with aplomb. Whatever the comment or situation may be, readers will discover how they can:

• acquire finesse in negotiating win-win solutions

• ace those questions that have no easy answers

• allow the customer to feel in control of the situation — even when the customer is wrong

The best way to handle customer nightmares, say the authors, is to interpret the actual needs, wants, attitudes, and fears implicit in the questions — not to fire off a snappy retort. With Knock Your Socks Off Answers, service providers will be able to do just that, and put those nightmares to rest."