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Book Title: Knock Your Socks Off Service Recovery The author of the book: Ron Zemke Edition: Amacom Date of issue: May 26th 2000 ISBN: 081447084X ISBN 13: 9780814470848 Language: English Format files: PDF The size of the: 32.61 MB City - Country: No data Loaded: 2945 times Reader ratings: 7.1 |
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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.
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Reviews of the Knock Your Socks Off Service Recovery
FRANKIE
The beginning is exciting, but at the end of the book is just a very template.
ESME
The author liked the book.
FINLEY
Why do you ask me to drive a phone?
SARAH
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| ERUB: | knock-your-socks-off-service-recovery.epub | |
| DOC: | knock-your-socks-off-service-recovery.doc | |
| TXT: | knock-your-socks-off-service-recovery.txt | |
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