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.
|Country of origin:
• Ron Zemke
||Electronic book text
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