Delivering Knock Your Socks Off Service Paperback Book, eBook Download in EPUB, MOBI and PDF

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Brief introduction

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...

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Bibliographic data

This edition of book was issued in Paperback. The volume of the book is 149 pages (approximate value, can be different depending on the edition). First book "Delivering Knock Your Socks Off Service" was published in 1991.

Original Title
Delivering Knock Your Socks Off Service
ISBN13
9780814479704
First Published
1991 year
Edition Format
Paperback
Book Language
English
Number of Pages
149 pages
Ebook Format
All DRM Support Types (EPUB, MOBI and PDF)
Information about the versions of the electronic book is preliminary. Available formats depend on the services that provide the distribution of such content (third parties).
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Delivering Knock Your Socks Off Service

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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 recover 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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