0
<
081447084X

Knock Your Socks Off Service Recovery (Knock Your Socks Off Series)

List Price: $17.95
Sale Price: $16.51

You Save: $1.44

- +

Product Description

"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."

Product Specifications

Author
  • Ron Zemke
  • Chip Bell
Binding
Paperback
EAN
9780814470848
EANList
  • 9780814470848
Edition
1
Feature
  • ISBN13: 9780814470848
  • Condition: New
  • Notes: BRAND NEW FROM PUBLISHER! 100% Satisfaction Guarantee. Tracking provided on most orders. Buy with Confidence! Millions of books sold!
IsAdultProduct
ISBN
081447084X
ItemDimensions
  • 717 hundredths-inches
  • 469 hundredths-inches
  • 71 Hundredths Pounds
  • 102 hundredths-inches
Label
AMACOM
Languages
  • English, Published English, Original Language English, Unknown
Manufacturer
AMACOM
MPN
43187-3441
NumberOfItems
1
NumberOfPages
224
PackageDimensions
  • 80 hundredths-inches
  • 880 hundredths-inches
  • 60 Hundredths Pounds
  • 600 hundredths-inches
PartNumber
43187-3441
ProductGroup
Book
ProductTypeName
ABIS_BOOK
PublicationDate
2000-05-26
Publisher
AMACOM
ReleaseDate
2000-05-26
Studio
AMACOM
Title
Knock Your Socks Off Service Recovery (Knock Your Socks Off Series)
thecustservtr-20
US