0
Your cart

Your cart is empty

Books

Not currently available

Delivering Knock Your Socks Off Service (Electronic book text, Rev. e.)
Delivering Knock Your Socks Off Service (Electronic book text, Rev. e.): Kristin Anderson, Ron Zemke
Delivering Knock Your Socks Off Service (Electronic book text, Rev. e.): Kristin Anderson, Ron Zemke

Share your images

Delivering Knock Your Socks Off Service (Electronic book text, Rev. e.)

Kristin Anderson, Ron Zemke

 (sign in to rate)

Bookmark and Share

We have no sources for this product at present. If you add this to your wishlist we will let you know should it become available to order.

Cancelled flights, damaged goods, botched bills, locked-up software -- these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again But these mad-as-hell customers can be wooed back through skillful, planned "service recovery". And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers -- and are a source of continuing business for years to come.

Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains:
-- The economics of recovery -- what it costs when you lose customers, and how little it can cost to win them back
-- The processes, policies, and technology a company must have to ensure an effective, real-time recovery system
-- The manager's role in sustaining an outstanding recovery system -- through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.

General

Imprint: Amacom Books
Country of origin: United States
Release date: November 1998
Authors: Kristin Anderson • Ron Zemke
Format: Electronic book text
Pages: 154
Edition: Rev. e.
ISBN-13: 978-0-585-11951-9
Barcode: 9780585119519
Categories: Promotions
Books
LSN: 0-585-11951-1

Is the information for this product incomplete, wrong or inappropriate? Let us know about it.

Does this product have an incorrect or missing image? Send us a new image.

Is this product missing categories? Add more categories.

Review This Product

No reviews yet - be the first to create one!

Loyalty partners