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Book details for Delivering Knock Your Socks Off Service Buy Delivering Knock Your Socks Off Service
Delivering Knock Your Socks Off Service
Book author(s) Book subject

Kristin Anderson Ron Zemke

Customer Services

Sales rank 712,149 Not rated by customers
Delivering Knock Your Socks Off Service

Brief description of Delivering Knock Your Socks Off Service

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.

Book details
PublisherAMACOM
Release date01/1998
AvailabilityUsually ships in 1-2 business days
EditionPaperback
List price$18.95
Our price$3.99 (you save 78.94%)
Used pricefrom $0.01
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