Buy Books Online > Customer services > Delivering Knock Your Socks Off Service (English) 2nd Revised edition Edition (Paperback)
Delivering Knock Your Socks Off Service (English) 2nd Revised edition Edition (Paperback): Book by Zemke Anderson

Delivering Knock Your Socks Off Service (English) 2nd Revised edition Edition (Paperback)

Product Details:    Share this by email:

ISBN: 9780814479704    Publisher: Amacom Publishers Year of publishing: 1997     Format:  Paperback No of Pages: 149        Language: English
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...Read more
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.
Read less
About the author: Zemke Anderson
RON ZEMKE (Minneapolis, MN) is founder of Performance Research Associates and has authored or co-authored twelve books, including the Knock Your Socks... Read more
RON ZEMKE (Minneapolis, MN) is founder of Performance Research Associates and has authored or co-authored twelve books, including the Knock Your Socks Off Series and Service America! KRISTIN ANDERSON is a principal of Performance Research Associates, co-author of three other Knock Your Socks Off books, and author of Great Customer Service on the Telephone (Amacom).
Read less

Recommended Books for you - See all

OUT OF STOCK

Looks like the book you were looking for is currently not in stock with us. Please leave us your email and phone number.
We will get back to you as soon as it's available.

Your email
Phone No.
Enter characters from image

Rs.200 OFF

on purchase of Rs.500 & above

1.Click on Add to Cart & Proceed to Checkout
2.Under payment options, choose
"Redeem Coupon Code/Gift Certificate"
3.Enter Promo Code "SHOP200"
4.Get Rs.200 off, Pay Balance Amount

Valid upto 21st July,13

Rs.200 OFF

on purchase of Rs.500 & above

Terms & Conditions