Knock Your Socks Off Service Recovery

Zemke, Ron; Bell, Chip

ISBN 10: 081447084X / ISBN 13: 9780814470848

Published by AMACOM, 2000

About this Item

Fast Free Shipping â Very Good condition book with a firm cover and clean pages. Shows normal use and some light wear or limited notes markings. A solid, nice copy to enjoy.

Seller Inventory # GWV.081447084X.VG

Bibliographic Details

• Title: Knock Your Socks Off Service Recovery
• Publisher: AMACOM
• Publication Date: 2000
• Language: English
• ISBN 10: 081447084X
• ISBN 13: 9780814470848
• Binding: Soft cover
• Condition: very_good

About this title

Synopsis

"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."

About the Author

CHIP R. BELL is the founder of The Chip Bell Group and author of many popular books including Wired and Dangerous. His work has been featured in The Wall Street Journal, Fortune, USA Today, Fast Company, Business Week and other major media.