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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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Knock Your Socks Off Service Recovery (Paperback, Special Ed.)
Loot Price: R456
Discovery Miles 4 560
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Knock Your Socks Off Service Recovery (Paperback, Special Ed.)
 (sign in to rate)
Loot Price R456
Discovery Miles 4 560
Expected to ship within 10 - 15 working days
|
"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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